Assistant Manager Consumer Service Operations, eCom

Purpose & Overall Relevance for the Organization

Strengthen consumer response skills and leverage global tools, best practices, and Voice of Consumer feedback to improve relationships with consumers and the adidas brand image, as well as product and service quality. Build an optimal consumer response structure for the eCom and Customization program areas and contribute to consumer satisfaction and business growth.

Key Responsibilities

• Maintain and improve consumer satisfaction through optimal consumer responses.
• Monitor call-center KPIs and manage or supervise outsourcing vendors.
• Establish timely internal information sharing about marketing and products.
• Handle serious complaints sincerely and fairly while developing relationships with consumers.
• Collaborate with global Consumer Services teams to adopt global tools, frameworks, and best practices.
• Review and consolidate Voice of Consumer information and lead internal improvements.
• Build and maintain consumer response structures for eCommerce consumers in the call center.
• Ensure product supply to eCommerce consumers with logistics vendors.
• Build and maintain Customization program operations, including web order support, delivery information management, product inspection, reproduction operations, and defect registration.
• Execute daily tasks efficiently and develop improvement plans, manuals, and workflows.

Key Relationships

Internal interfaces include eCom, Retail, Sales, Quality Control, Purchasing, Marketing, and global Consumer Services. External interfaces include the call center and eCom Logistics.

Knowledge, Skills and Abilities

• Experience in consumer correspondence
• Web-related knowledge and PC operation knowledge
• Negotiation and communication skills
• Results-oriented mindset and ability to propose improvements
• Passion for sports and stress tolerance

Qualifications

• University degree
• Intermediate Outlook, Word, Excel, and PowerPoint skills
• Business-level Japanese
• Conversational English

Culture

adidas promotes a winning culture based on courage, ownership, innovation, teamplay, integrity, and respect, with a strong commitment to diversity, equity, and inclusion.