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Manager, Service, eCom(4 Months)

Purpose

Deliver best-in-class omni-channel consumer service across adidas e-Commerce and offline channels by leading consumer service operations, driving continuous improvement through process optimization and cross-functional collaboration.

Key Responsibilities

1. Consumer Service Operations

Lead end-to-end consumer service operations across online(.com, app, e-marketplaces) and offline channels, driving continuous improvement in consumer experienceManage VOC, complaints, and issue resolution to ensure high service quality

2. CS Vendor & Process Management

Manage BPO/call center operations and performance (SLA, KPI, QA)Standardize and continuously optimize CS processes

3. After-Service Management

Ensure consistency in defective product (DP) handling and post-service processesCoordinate with ASC (After Sales Center) for product inspection, repair, and resolution

4. Promotion & Consumer Experience Support

Support the execution of points, vouchers, and promotional programs from a CS perspectiveEnsure campaign readiness and operational stability through CS alignment

5. VOC & Performance Management

Identify key consumer pain points and drive improvements based on NPS/VOC insightsMonitor and manage key performance indicators (e.g., NPS, SLA)

6. Digital & Process Enhancement

Drive improvements and automation of CS tools, platforms, and systemsSupport local implementation and stabilization of global initiatives

7. Risk, Escalation & Compliance Management

Lead handling of major consumer complaints (e.g., KCA) and escalations across all channelsEnsure compliance with K-ISMS, data privacy regulations, and internal legal requirements

8. Financial & Budget Management

Manage and control the annual budget for external call center vendorsConduct monthly budget tracking and reporting with the Finance teamKey Relationships

External CS vendors, eCommerce cross-functional teams, Global CS, ASC (After Sales Center), Legal, Corporate PR, Local/Global Tech, Finance, and Retail/Wholesale Sales.
Skill sets and Requirements

Functional
Strong e-Commerce CS operations expertise (order, delivery, returns, VOC)
Customer experience optimization (NPS, VOC, CX strategy)
CRM/CS tools and platform management

Analytical & Business
Advanced data analysis and KPI-driven decision-making
Strong process improvement and operational excellence mindset

Leadership
Team leadership, stakeholder management, vendor governance
Escalation, incident, and crisis management

Communication
Excellent Korean & English communication skills
Strong cross-functional and global collaboration capability
Experience & Qualifications

University degree or equivalent
5+ years experience in Consumer Service / e-Commerce / Operations
Experience in global/matrix organization preferred
Proven experience leading CS operations and vendor management
Experience in consumer-facing roles (CS, Sales Ops, CX)

AT ADIDAS WE HAVE A WINNING CULTURE. BUT TO WIN, PHYSICAL POWER IS NOT ENOUGH. JUST LIKE ATHLETES OUR EMPLOYEES NEED MENTAL STRENGTH IN THEIR GAME. WE FOSTER THE ATHLETE’S MINDSET THROUGH A SET OF BEHAVIORS THAT WE WANT TO ENABLE AND DEVELOP IN OUR PEOPLE AND THAT ARE AT THE CORE OF OUR UNIQUE COMPANY CULTURE: THIS IS HOW WE WIN WHILE PLAYING FAIR.

  • COURAGE: Speak up when you see an opportunity; step up when you see a need..
  • OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow-through.
  • INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things.
  • TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.
  • INTEGRITY: Play by the rules. Hold yourself and others accountable to our company’s standards.
  • RESPECT: Value all players. Display empathy, be inclusive and show dignity to all.


At adidas, we strongly believe that embedding diversity, equity, and inclusion (DEI) into our culture and talent processes gives our employees a sense of belonging and our brand a real competitive advantage.

– Culture Starts With People, It Starts With You –

By recruiting talent and developing our people to reflect the rich diversity of our consumers and communities, we foster a culture of inclusion that engages our employees and authentically connects our brand with our consumers.

Job Title:  Manager, Service, eCom(4 Months)

Brand: 
Location:  Seoul
TEAM:  Sales
State: 
Country/Region:  KR
Contract Type:  Limited Duration
Number:  546497
Date:  Jul 1, 2026
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