General Purpose

As an Assistant Manager Consumer Partnership Digital Operations at adidas you are contributing to creating a premium customer service experience for our consumers who bought through eCom and in adidas retail stores as well as drive revenue generation via different channels of contact center. You will support with driving a membership first operating model within consumer service.

Your task is to partake in CS operational excellence in the contact center across all service channels with focus on Post Sales operations. You look for ways to support global best practice sharing. You are consumer obsessed! 

Key Responsibilities

Scope: Contribute to create a premium consumer service experience in Europe

• Be responsible of day to day operation from ticket creation, case escalation and daily critical task that require support to ensure operational ongoing. 
• Managing the relationship at a local level with 3rd party vendor to collect, to ensure most efficient Operational excellent execution. 
• Keep track on recurrent escalations in order to proactively contribute to a more overall processes optimization that prevent risk. 

• Participate in the alignment of contact center processes within your region, ensuring a consistent CS experience. 
• Formalize and document actions to provide transparency and sustained clarity for all stakeholders. 
• Support a global outlook of best practice sharing when defining any new processes or process improvements within your region.
• Monitor and analyze respective processes continuously. Identify improvement opportunities and contribute to finding respective solutions. 
• Contribute to learning and development improvements, coordinating with relevant stakeholders to support performance improvements and measured ROI.

• Participate in process reviews involving all relevant stakeholders to collect appropriate feedback and enrich a backlog of improvements. 

Day-to-day Operations

• Support the CS team to ensure continuity, taking over escalation that require immediate action and coordinate with relevant stakeholders to ensure ontime resolution.
• Review backlog on daily basis with active support on coordinate effective action that resolution with in the agreed SLA.
• Monitor and analyze respective processes continuously. Seek out opportunities for improvements.

Key Relationships

• Operational Excellence team
• Insights Analytics team
• Scalability & Growth team
• External vendors 
• Extended Digital Consumer Operations team

Knowledge, Skills and Abilities

1. Soft-Skills 

• Ability to quickly adapt to changing business processes and business partners 

• Good communication skills and comfortable presenting complex topics to both internal and external stakeholders at various organizational levels both in person and remotely 
• Good numerical and analytical skills 
• Self-motivated and able to work independently 

2. Hard-Skills 

• Working knowledge of CRM tools in CS environment (preferably Salesforce) and order management systems (preferably OmniHUB).
• Good experience and broad understanding of CS processes and related dependency with the rest of the digital organization

• Ability to influence vendor execution within direct or indirect intervention
• Basic experience and broad understanding of IT
• Fluent English both verbally and written 

Requisite Education and Experience / Minimum Qualifications:  

• Degree with focus on Business Administration, Communication or related areas, or equivalent combination of education and experience 
• Experience working in a contact center, Retail, Digital and/or eCommerce environment is a plus
• Basic knowledge in Consumer Service 
• Experience working with highly complex processes