Purpose & Overall Relevance for the Organization:

As a Sr Specialist Consumer Services at adidas you are responsible for the monitoring and execution of adidas operational framework, data reconciliation to course correct process deviations and assure SLA´s are met

Key Responsibilities:

Scope: Accountable for executing CS business processes in order to drive CS Operational Excellence

Process Definition & Documentation

• Active monitoring of processes with Third Party Service Provider (BPO)  
• Monitor, Lead, manage quality and process improvement controls of key processes to guarantee NPS & high CX 
• Active follow up and strategic planning of initiatives to improve CX ecosystem   
• Ensure that the CS processes within LAM have a consistent operating framework with internal departments 
• Ensure that defined processes are formalized and documented, providing transparency on current state and a solid foundation for evolution  

Day-to-day Operations

• Ensure appropriate support to global cs team and operations is in place.

Best Practices

• Execute standard best practices and control methods 
• Drive best practice communication and trainings throughout the regional organization.

Knowledge Skills and Abilities:

• Strong analytical skillset with problem solving mindset
• Strong communication skills

Requisite Education and Experience / Minimum Qualifications:

•  3 years in Quality/ L&D – Training Facilitation roles
• 1+ years’ experience in Continuous improvement roles
• 1+ years’ experience with CRM´s