Assistant Manager Consumer Service Job Description

 

General Purpose

In this role 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 driving revenue generation via different channels of contact centre & driving 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 a focus on efficiency, quality, commercial conversations & consumer experience. You support a global operating model by seeking out opportunities to share best practices.

 

Key Responsibilities:

Scope: Accountable for creating a premium customer service experience in Emerging Markets.

Partnership/Vendor Management

Lead, manage, and deliver Consumer Service targets on a country level across channels and market/s within the boundaries of time, cost, and quality, executing in a fast-paced, agile development environment of digitalization and personalization with the highest executive attention in Consumer Experience and Sales Drive the implementation of the definition of processes with the local vendor. Ensure that these definitions will allow for leveraging or building 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 vendors (contact center provider, specialist providers). Act as the 1st escalation point for the contact centre. Be the process counterpart for the contact centre concerning the implementation of rollouts or new functionalities in your region. Manage the alignment of contact center processes within your region, ensuring a consistent CS experience across all channels. Lead execution of the formalization and documentation of defined processes, providing transparency on the current state and a solid foundation for evolution. Assist in managing the Consumer Services budget for assigned country/s in Emerging markets, coordinating with Post order, Local country, Finance, and the CS vendor to keep costs within budget.

 

Continuous Improvement

Identify ways to enhance the consumer experience, gather stakeholder feedback, prioritize improvements, and support KPIs and better outcomes. Drive accountability for achieving KPI’s and metrics. Seek opportunities to continuously improve, keeping both CS vendors accountable. Collaborate with leadership in monthly catch-ups and performance reviews

 

Day-to-day Operations

Monitor, steer, and improve Open cases backlogs, 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 to meet business needs. Provide team members/direct reports with clear direction and targets that are aligned with business needs and objectives.

 

Key Relationships:

External CS Vendor Post-order OPS Platform Operations Campaign Operations

 

Knowledge, Skills, and Abilities:

1.       Soft Skills

·         Strong attitude on results-driven and ability to generate and maintain a big picture view, including dependencies at the middle and large scale

·         Strong ability to identify risks and define mitigation plans

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

·         The ability to juggle complex and multiple topics at any one time is required

 

2.       Hard Skills

·         Comfortable working with enterprise-level platforms and technologies. A plus if you have previous experience working with Salesforce, JIRA, or Omnihub

·         High level of usage of any reporting KPIs reporting platform

·         Project management and project monitoring experience

·         Fluent English both verbally and in writing.

·         Relevant knowledge of excel & basic formulas.

 

Requisite Education and Experience / Minimum Qualifications:

·         Degree with a focus on Business Management, Communication, or other related areas, or equivalent combination of education and experience. 

·         2+ years of experience in Contact vendor management in a Retail, Digital, and/or eCommerce environment

·         Expert knowledge in the respective domain of Consumer Service

·         Experience in managing highly complex processes, involving multiple teams in different countries