General Purpose
In this role at adidas, you are responsible for creating a premium customer service experience for consumers who bought through eCom and in adidas retail stores, driving revenue generation via contact center channels, and supporting a membership-first operating model. You will drive Consumer Service operational excellence across service channels, focusing on efficiency, quality, commercial conversations, and consumer experience.
Key Responsibilities
- Lead country-level Consumer Service targets across channels and markets within time, cost, and quality boundaries.
- Manage local contact center vendors, including process implementation, rollouts, new functionalities, and escalations.
- Align contact center processes across the region to ensure a consistent customer service experience.
- Formalize and document processes and assist with Consumer Services budget management.
- Identify improvements, gather stakeholder feedback, prioritize initiatives, and drive KPI and metric accountability.
- Monitor and improve case backlogs, service levels, quality standards, revenue levels, and premium membership experiences.
- Lead monthly, quarterly, and annual business reviews with Consumer Service vendors.
- Support vendor organizational structures, monitor workload and efficiency, and provide clear direction and targets.
Key Relationships
External Consumer Service Vendor, Post-order Operations, Platform Operations, Campaign Operations, local country leadership, Global Digital Consumer Operations, Global Product, Data & Analytics, and Finance teams.
Knowledge, Skills, and Abilities
- Strong leadership, people management, communication, negotiation, stakeholder management, and risk mitigation skills.
- Experience with enterprise platforms and technologies; Salesforce, JIRA, or Omnihub experience is a plus.
- Experience using KPI reporting platforms and managing projects.
- Fluent English, relevant Excel and basic formula knowledge, and the ability to execute independently.
- Willingness to work five days a week from the office.
Minimum Qualifications
- Degree in Business Management, Communication, or a related area, or equivalent education and experience.
- At least 2 years of contact vendor management experience in a retail, digital, or eCommerce environment.
- Expert knowledge of Consumer Service and experience managing complex processes across multiple countries and teams.
- At least 2 years of experience leading a team.
Company Culture
adidas fosters an athlete’s mindset through courage, ownership, innovation, teamplay, integrity, respect, and a commitment to diversity, equity, and inclusion.