Senior Manager Consumer Services Growth

General Purpose


As a Sr. Manager Consumer Service at adidas you are part of the team of a defined Consumer Service practice(s) within digital and constantly drive its evolution. You provide stakeholders with best-in-class services around your Consumer Experience discipline(s). Your analysis thus drives the reach of adidas and contributing to marketing spent optimization.


Key Responsibilities 


Scope:   Accountable for large scope of Consumer Service deliverables & services


Consumer Services Strategy & Innovation


  • Be an active part in the development of necessary capabilities that the company needs to meet current and future consumer services growth plans, e.g. cutting edge tools, innovative partnerships, membership programs etc
  • Monitor and analyze market trends and competitor activities and derive conclusions for the growth and optimization of adidas consumer service activities in digital, wholesales and retail


Consumer services operational excellence


  • Implement the consumer feedback loop framework within regions and continuously optimize consumer services processes
  • Be the global lead in projects that transform consumer service journeys in close collaboration with the regional teams
  • Drive the optimization of consumer service processes. Provide insights about adidas brand awareness and consumer service insights within the regions.
  • Prepare and share your findings with stakeholders across the organization in the form of CS experiences, business cases and post mortems.
  • Identify and implement new opportunities to drive growth through consumer services.


Collaboration & Consulting


  • Be able to explain the impact of consumer services on business objectives.
  • Work with BUs and markets in the optimization of consumer service area(s) by using data analysis, providing training and sustaining ongoing communication.
  • Work cross-functionally with product domains, digital and brand teams to create synergies, address opportunities and drive revenue.
  • Build on quantitative analysis to develop insights for the communication with stakeholders.


Best Practices & Toolsets


  • Develop and implement best practice toolsets and frameworks that allow continuous optimization of your consumer service area(s).
  • Coordinate and implement initiatives to optimize internal processes in contact center operations to improve the overall consumer experience in the regions


Key Relationships


  • Global Brand Management
  • Global CS Product team
  • Brand Marketing
  • Digital Analytics
  • UX
  • Global Retail/DTC Partners
  • Regional Consumer Service teams




Education & Professional Experience


  • University degree in the field of Business or equivalent
  • 8+ years of experience in direct to consumers communication areas
  • Extensive experience with consumers facing topics in a brand environment
  • Experience in eCommerce environment
  • Experience in Contact center operations is a pre




  • Very good communication & negotiation skills, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely
  • Good ownership skills
  • Ability to efficiently work in a cross-functional organization, ability to develop influential and collaborative relationships with stakeholders from digital and non-digital disciplines on all levels.
  • Creative, flexible and energetic team player who has a passion for consumer centricity in a dynamic environment




  • Extensive experience with CRM tools, ideally in your consumer services area.
  • Extensive experience with data analysis and reporting tools
  • Very good project and process management skills
  • Fluent English, both verbally and written

adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an Equal Opportunity Employer.

Job Title:  Senior Manager Consumer Services Growth

Brand:  adidas
Location:  Amsterdam
TEAM:  Digital
Country/Region:  NL
Contract Type:  Full time
Number:  212309