Adidas SENIOR MANAGER CONSUMER SERVICES EU 

Italy, Lombardy 

638250602

General Purpose

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.

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

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

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

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

2 years of experience in leading a team