Manager Consumer Service Ops (fixed-term Contract)

Purpose & Overall Relevance for the Organization:

As a Manager Consumer Service at adidas you are responsible for driving the regional transformation of the Consumer Service function towards a fully integrated, omni-channel consumer service function, with a strong digital presence, combining substantial (digital) technology & process efficiency gains with consumer experience & lifetime value improvement and supporting activities to help bring key strategic initiatives to fruition and reach adidas performance ambitions.

Your task is to lead a team into the standardization and continuous improvement of regional processes in collaboration with global CS team and other business stakeholders. Executing success criteria and implementing a culture of operational excellence are just a few of the key activities that will be expected from this role. Additionally, you will be responsible for the execution of the strategic direction of the operations area as well as the implementation of the global CS strategy within your area of responsibility.

Key Responsibilities:

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

Process Definition & Documentation

• Execute the definition of processes with global and local departments. Ensure that these definitions will allow to leverage or build proper solutions with internal and external cooperation partners
• Be the main process counterpart for strategic stakeholders concerning market roll-outs or new functionalities
• 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
• Be accountable for the implementation of business processes in the region in line with the DBC and overarching group strategy
• Give input for building the road map, processes and priorities, in order to become successful in executing the strategic direction effectively and in sync with the direction of the Consumer Service area
• Implement financial and quantitative models relevant to strategy planning (e.g., cost simulation, revenue projection) and a measurement architecture to inform a metrics-driven approach to business improvement
• Ensure that the CS processes within LAM have a consistent integration to the adidas global CS landscape
• Ensure that defined processes are formalized and documented, providing transparency on current state and a solid foundation for evolution
• Manage and grow a team of highly specialized and senior experts responsible for the various Consumer Service disciplines, ranging from contact center operations, knowledge management & training and consumer feedback loop management

Continuous Improvement

• Ensure stable monitoring and continuous improvement processes are in place. Raise improvement opportunities and give input to define respective solutions
• Establish regular process reviews with all relevant stakeholders in the region. Lead process reviews to collect appropriate feedback and give input to a backlog of improvements
• Sharp focus on results and business success, strong business acumen with an affinity to operational models and processes

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.

People Management

• Strong time management, organizational, planning and prioritization skills
• Ensure appropriate leadership skills are present at every level by creating a motivational and supportive work environment in which employees are coached, trained and provided with career opportunities through development
• Continuously monitor and evaluate team workload and organizational efficiency with the support of data and team feedback and make 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:

• DPC
• Countries FLM
• Ecom Operations
• External Vendors

Knowledge Skills and Abilities:

• Possess a strong set of skills acquired through advanced training, study and experience
• Broad & deep knowledge in own functional area, combining with broad knowledge of other areas

Requisite Education and Experience / Minimum Qualifications:

• 2-3 years in BPO Management and or equivalent experience
• As manager of Experts 1 years management experience required