Senior Manager Consumer Services EU

General Purpose

As a Senior Manager Consumer Services EU at adidas you are responsible for 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 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

Scope: Accountable for creating a premium customer service experience in Europe

Partnership/Vendor Management

• 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
• Drive implementation of the definition of processes with the local vendor. Ensure that these definitions will allow to leverage or build proper solutions with internal and external cooperation partners.
• 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.
• Be the main process counterpart for contact center concerning implementation of roll-outs or new functionalities in your region.
• Manage the alignment of contact center processes within your region, ensuring a consistent CS experience.
• Lead execution of the formalization and documentation of defined processes, providing transparency on current state and a solid foundation for evolution.
• Manage the Consumer Services budget for Europe, coordinating with Producement, Finance and the CS vendor to keep costs within budget.
• Leading operational changes to support efficiencies that allow a complex operating model to maintain within the CS budget.
  
  

Continuous Improvement

• Seek out opportunities to improve the consumer experience and drive the process Improvements to reach defined goals.
• Lead process reviews involving all relevant stakeholders to collect appropriate feedback, enrich a backlog of improvements and define the priorities that support KPi’s and improved consumer experiences.
• Drive accountability for achieving KPI’s and metrics. Seek opportunities to continuously improve, keeping both internal and external CS vendors accountable.
  
  

Day-to-day Operations

• Monitor, steer and improve service levels, quality standards, revenue levels and premium membership experiences for our consumers in close cooperation with the contact center.
• Lead monthly, quarterly and annual business reviews with the CS vendor and seek opportunities for efficiencies and improved consumer experiences
  
  

People Management

• Support the vendor in implementing the appropriate structure to be able to manage the respective organization effectively and drive success
• 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.
  
  

Key Relationships

• Analytics team
• Operational Excellence team
• Insights Analytics team
• Scalability & Growth team
• External vendors
• Extended Digital Consumer Operations team
• CS Product Team
• Procurement
• Finance
  
  

Knowledge, Skills And Abilities

• Soft-Skills
• High level of leadership and people management skills are required
• Strong attitude on results driven and ability to generate and maintain a big picture view including dependencies in middle and large scale
• Strong ability in identify risks and define mitigation plans
• High level of ability in identify processes improvement and define and realize implementation plan
• Ability to quickly adapt to changing business processes and business partners
• Very good communication & negotiation skills, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely
• Effective stakeholder management, defining clear scope or work and maintaining a collaborative and positive working environment
• Ability to juggle complex and multiple topics at any one time is required
• Hard-Skills
• Comfortable working with enterprise-level platforms and technologies. A plus if had previous experience working with Salesforce, JIRA or OmniHUB
• High level of usage of any reporting KPIs reporting platform
• Project management and project monitoring experience
• Knowledge of Agile working is a plus
• Knowledge of process optimization methodologies (LEAN, 6Sigma, etc…) is a plus
• Fluent English both verbally and written
  
  

Requisite Education And Experience / Minimum Qualifications

• Degree with focus on Business Management, Communication or other related areas, or equivalent combination of education and experience
• 8+ years of experience in Contact vendor management in a Retail, Digital and/or eCommerce environment
• Expert knowledge in respective domain Consumer Service
• Experience in managing highly complex processes, involving multiple teams in different countries
• 2 years of experience in leading a team
  
  

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.