Purpose & Overall Relevance for the Organization
Ensure stable, efficient delivery of consumer services through external partners across LAM, securing operational continuity, service reachability, cost control, elevated brand representation and performance management across contact centre operations. The role acts as the regional owner for vendor service delivery, forecasting, capacity planning, budgeting and P&L compliance, ensuring that adidas digital consumers and local market teams receive world-class support through scalable and measurable external partner operations.
Key Responsibilities
- Own forecasting, capacity planning, budgeting, and P&L compliance end-to-end.
- Manage contact centre service delivery, vendor governance, SLAs, KPIs, and escalations.
- Ensure network connectivity, channel reachability, contingency readiness, and service continuity.
- Coordinate partner program B2B customer service support end-to-end.
Key Relationships
- Digital Growth: demand and channel-volume forecasting.
- Digital Operations: consumer incidences advocacy in real time.
- Contact centre leadership: service delivery, WFM execution, operational routines, and experience performance actions.
- DPC and local wholesale teams: frictionless B2B support across LAM.
- Regional and local Finance: CS budget, PO management, invoicing, accrual, and P&L control.
- Regional and local Legal teams: continuous improvement of CS legal operations.
Knowledge, Skills and Abilities
- Deep and demonstrated knowledge in contact centre operations, vendor management, WFM, forecasting, and service delivery governance.
- Strong analytical capability to translate demand, service levels, and productivity into staffing and cost plans.
- Advanced stakeholder management, negotiation, problem-solving, and executive communication skills.
- Knowledge of NPS, resolution, repeat rate, CTO, service level, productivity, shrinkage, occupancy, quality, and cost per contact.
- Deep and demonstrated experience in budget control and resource optimization.
- Demonstrated skills and passion for process automation.
- Amazon AWS knowledge is a plus.
Requisite Education and Experience / Minimum Qualifications
- University degree in Business, Industrial Engineering, Operations, Finance, Economics, Digital Commerce, or equivalent experience.
- English B2+ or above.
- 5 to 7 years in contact centre operations, consumer services, vendor management, WFM, or service delivery.
- 5 years or above managing external partners, SLAs, governance routines, budgets, capacity plans, and performance actions.
- Working knowledge of CRM, telephony, WFM, reporting, ticketing systems, and Salesforce.
- Experience with Outlook 365, Copilot Pro, Power BI, Power Automate, and other Outlook services.
- Transformation experience in vendor transitions, automation, AI-enabled service, queue redesign, or B2B support models is preferred.
Culture and Inclusion
adidas fosters an athlete’s mindset through courage, ownership, innovation, teamplay, integrity, and respect. The company emphasizes diversity, equity, and inclusion to create belonging and connect authentically with consumers and communities.