Manager Consumer Service Operations

Amsterdam | Netherlands | Digital

Purpose & Overall Relevance for the Organization:

As a Manager Consumer Service Operations at adidas you are a main contributor 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.

Your task is to drive CS operational excellence in the contact center across all service channels with focus on Efficiency, Quality, Commercial Conversations & Consumer experience.

Key Responsibilities:

Scope: Accountable for creating a premium customer service experience in your region

Process Definition & Documentation

  • Manage, support and collaborate to 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
  • Implement 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, 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 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.
  • Operate the formalization and documentation of defined processes, providing transparency on current state and a solid foundation for evolution.

Continuous Improvement

  • Monitor and analyze respective processes continuously. Identify improvement opportunities and define respective solutions.
  • Operate process reviews involving all relevant stakeholders to collect appropriate feedback and enrich a backlog of improvements.
  • Monitor & report (KPI’s & Metrics) including weekly, monthly review of operational performance in your region\

Day-to-day Operations

  • Monitor, operate and improve service levels and quality standards, revenue levels in close cooperation with the contact center
  • Manage CS initiatives/projects/services with high quality rigor, meeting timeline and scope agreements and PMO standards

„If required“ Responsibilities:

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
  • Coaching and managing direct reports in line with career development principles
  • Provide team members/direct reports with clear direction and targets that are aligned with business needs and organization objectives

Knowledge, Skills and Abilities:

Soft-Skills

  • 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
  • People management skills are a plus

Hard-Skills

  • Comfortable working with enterprise-level platforms and technologies
  • Project management and project monitoring experience
  • 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 Administration, Communication or IT or related areas, or equivalent combination of education and experience
  • 5+ 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
  • Experience in leading a team is a plus​​​​​​​
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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.

At adidas, every day is a chance to flip the script. An invitation to take everything we know and re-invent it. Do it better. Never settling for good enough. Every day we get up, invent, adapt, improvise, find new ways to collaborate, and do the unexpected. We’re creators, makers and doers. Helping athletes make a difference, not just in their games, but in their lives and in their world. It’s an obsession.

We’ve been doing this for more than 65 years. With an unmatched history and tradition of creating iconic products, consumer connections and experiences, we’ve been defining sport culture since the beginning. And we’re never done. Come be a part of shaping the future together with us.

The Facts

Jobtitle Manager Consumer Service Operations
Team Digital
Brand adidas
City Amsterdam
Location Netherlands
Number 204661
Position Type Full time
Date Nov-05, 2019
Relocation no

Sounds great for you? We would love to have you here.

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Welcome to the Netherlands!

Get ready to build your career with one of the leading sporting goods companies in the world. When you join us in the Netherlands, you become a brand ambassador, living and breathing sport and a sporting lifestyle. The adidas culture in the Netherlands is best described as a high intensity group of problem solvers who aspire toward excellence and settle for nothing less. We are open, friendly, and hardworking and are known for our direct communications. Healthcare and education are a top priority in Dutch culture. Working here, you'll have an extensive choice of schools for your children and a wide range of affordable healthcare benefits. Additional adidas benefits include a pension plan, company sports, staff discount and much more.

Facts about Amsterdam

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