Purpose

As a Senior Manager Consumer Service at adidas you are responsible for creating a premium customer service experience for our consumers who bought through eCom and in adidas retail stores in Europe, as well as drive revenue generation via different channels of contact center and drive an operating model which supports a membership first outlook.
Your task is to drive Consumer Service operational excellence in the contact center across all service channels with focus on efficiency, quality, commercial conversations & consumer experience. You support a global operating model by seeking out opportunities to best practice share.
 
Key Responsibilities:

•    Lead, manage and deliver Consumer Service targets on a regional level across brands, channels and markets within the boundaries of time, cost & quality, acting in a fast paced, agile development and environment of digitalization and personalization with highest executive attention in Brand and Sales
•    Be the operational lead, implementation partner and manage the relationship at a local level with 3rd party vendor (contact center provider, specialist providers). Act as the 1st escalation point for contact center.
•    Manage the Consumer Services budget for Europe, coordinating with Producement, Finance and the CS vendor to keep costs within budget.
•    Drive accountability for achieving KPI’s and metrics. Seek opportunities to continuously improve the consumer experience, keeping both internal and external CS vendors accountable.
•    Continuously monitor and evaluate team workload and organizational efficiency of the vendor with the support of data and team feedback and challenge appropriate changes in order to meet business needs.
•    Provide team members/direct reports with clear direction and targets that are aligned with business needs and DBC objectives.

 
What we are looking for:
1.    Degree with focus on Business Management, Communication or other related areas, or equivalent combination of education and experience.
2.    8+ years of experience in Contact vendor management in a Retail, Digital and/or eCommerce environment, 2 years of experience in leading a team.
3.    Expert knowledge in respective domain Consumer Service.
4.    Experience in managing highly complex processes, involving multiple teams in different countries.
5.    Project management and project monitoring experience. Effective stakeholder management, defining clear scope or work and maintaining a collaborative and positive working environment.
6.    Comfortable working with enterprise-level platforms and technologies. A plus if had previous experience working with:

• Salesforce, JIRA or OmniHUB.
• Knowledge of process optimization methodologies (LEAN, 6Sigma, etc…).
• Knowledge of Agile working.

7.    Ability to quickly adapt to changing business processes and business partners, results driven and be able to maintain a view of the bigger picture.
8.    Very good communication & negotiation skills, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely.
9.    Fluent English both verbally and written.

What we offer:
•    You will be part of a company where digital transformation, innovation and continuous improvement are core principles of our culture.
•    You will be part of a highly engaged, multinational with development and international career opportunities.
•    Sport friendly environment, great work-life balance, and flexibility.
•    Competitive salary, benefits, and valuable discounts on adidas   products.
•    Hybrid Work Setup: enjoy the advantages of a flexible remote work environment (within Spain) combined with the amazing onsite facilities and culture.  

To be the best sports company in the world, you need the best talents within your teams.
If you are looking for growing professionally within adidas, we are happy to receive your application.

THROUGH SPORT, WE HAVE THE POWER TO CHANGE LIVES