Assistant Manager Consumer Service Operations

2 weken geleden

Amsterdam, Noord-Holland, Nederland Adidas Voltijd

Join adidas Europe and shape the future For over 75 years, our European heritage has been a fusion of culture and innovation, driving global sports trends.

Our offices, from Herzogenaurach to London, Berlin, Amsterdam, Warsaw, Athens, Milan, Manchester and Paris, are centers of creativity and collaboration.

We aim to be Europe's best sports brand, seeking pioneers and visionaries to join our bold journey.

At adidas, you're not just getting a job; you're invited to make a global impact, joining a team that values creativity, courage and innovation.

Are you ready to be part of our journey?- General Purpose

As an Assistant Manager Consumer Partnership Digital Operations at adidas you are contributing 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.

You will support with driving a membership first operating model within consumer service.

Your task is to partake in CS operational excellence in the contact center across all service channels with focus on Post Sales operations.

You look for ways to support global best practice sharing. You are consumer obsessed- Key Responsibilities

Scope:

Contribute to create a premium consumer service experience in Europe- Assist in the implementation 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 connection between the contact center and internal stakeholders by supporting new initiatives.
  • Uncover improvement areas within the conversation quality of our consumer service.
  • Manage the relationship at a local level with 3rd party vendor to collect, evaluate and report data in the most efficient format and cadency that serve the scope of Operational excellent.
  • Support the contact center concerning implementation of rollouts or new functionalities in your region.
  • Participate in the alignment of contact center processes within your region, ensuring a consistent CS experience.
  • Formalize and document the defined processes to provide transparency and sustained clarity for all stakeholders.
  • Support a global outlook of best practice sharing when defining any new processes or process improvements within your region.
  • Monitor and analyze respective processes continuously. Identify improvement opportunities and contribute to finding respective solutions.
  • Contribute to learning and development improvements, coordinating with relevant stakeholders to support performance improvements and measured ROI.
  • Participate in process reviews involving all relevant stakeholders to collect appropriate feedback and enrich a backlog of improvements.
  • Support operational excellence by highlighting the voice of the consumer with our stakeholders.
  • Daytoday Operations
  • React quickly in the management of targets in a fast paced, agile environment of digitalization and personalization with highest executive attention in Brand and Sales.
  • Support with the monitoring of service levels, quality standards and revenue levels in close cooperation with the local vendor.
  • Review (KPI's & Metrics) on daily basis. Support with reviewing operation performance on a daily/weekly/monthly basis (including training and quality).
  • Monitor and analyze respective processes continuously. Seek out opportunities for improvements.
  • Key Relationships
  • Operational Excellence team
  • Insights Analytics team
  • Scalability & Growth team
  • External vendors
  • Extended Digital Consumer Operations team
  • Knowledge, Skills and Abilities
Soft-Skills

  • Ability to quickly adapt to changing business processes and business partners
  • Good communication skills and comfortable presenting complex topics to both internal and external stakeholders at various organizational levels both in person and remotely
  • Good numerical and analytical skills
  • Selfmotivated and able to work independently
  • Hard-Skills
  • Working knowledge of CRM tools in CS environment (preferably Salesforce) and order management systems (preferably OmniHUB).
  • Project management and project monitoring experience is a plus
  • Knowledge of process optimization methodologies (LEAN, 6Sigma, etc ) is a plus
  • Basic experience and broad understanding of IT
  • Fluent English both verbally and written
  • Previous experience in improving agent quality in contact center environments
  • Requisite Education and Experience / Minimum Qualifications:
  • Degree with focus on Business Administration, Communication or related areas, or equivalent combination of education and experience
  • Experience working in a contact centre, Retail, Digital and/or eCommerce environment is a plus
  • Basic knowledge in Consumer Service
  • Experience working with highly complex processes
AT ADIDAS WE HAVE A WINNING CULTURE. BUT TO WIN, PHYSICAL POWER IS NOT ENOUGH. JUST LIKE ATHLETES OUR EMPLOYEES NEED MENTAL STRENGTH IN THE

  • Assistant Manager Consumer Service Operations

    2 weken geleden

    Amsterdam, Noord-Holland, Nederland Adidas Voltijd

    Join adidas Europe and shape the future For over 75 years, our European heritage has been a fusion of culture and innovation, driving global sports trends. Our offices, from Herzogenaurach to London, Berlin, Amsterdam, Warsaw, Athens, Milan, Manchester and Paris, are centers of creativity and collaboration. We aim to be Europe's best sports brand, seeking...

  • HR Operations Manager

    2 weken geleden

    Amsterdam, Noord-Holland, Nederland Independent Recruiters Voltijd

    Do you want to become part of a great start-up that delivers directly from local entrepreneurs to consumers? Then you should come and work as an HR Operations Manager for this sustainable, fast delivery service in AmsterdamIn this role you will be responsible for operational tasks regarding the employees, such as the preparation of payroll. As an HR...

  • Manager Platform Operations

    2 weken geleden

    Amsterdam, Noord-Holland, Nederland Adidas Voltijd

    Join adidas Europe and shape the future For over 75 years, our European heritage has been a fusion of culture and innovation, driving global sports trends. Our offices, from Herzogenaurach to London, Berlin, Amsterdam, Warsaw, Athens, Milan, Manchester and Paris, are centers of creativity and collaboration. We aim to be Europe's best sports brand, seeking...

  • Assistant Store Manager

    2 weken geleden

    Amsterdam, Noord-Holland, Nederland Nike Voltijd

    Become a Part of the NIKE, Inc. TeamNIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers,...

  • Assistant Manager

    2 weken geleden

    Amsterdam-Zuidoost, Noord-Holland, Nederland Hostelle Amsterdam Voltijd

    _HOSTELLE:Only Women hostel in Europe_ is looking for an assistant hostel Manager for Amsterdam branchJob Opportunity: Assistant Hostel ManagerAre you a dynamic and enthusiastic individual with a passion for hospitality and guest experiences? We are excited to offer you the opportunity to join our team as a Hostel Manager at Hostelle Amsterdam.Location:...

  • Assistant Manager Promotions and Campaign Operations, eCom Europe

    2 weken geleden

    Amsterdam, Noord-Holland, Nederland Adidas Voltijd

    Join adidas Europe and shape the future For over 75 years, our European heritage has been a fusion of culture and innovation, driving global sports trends. Our offices, from Herzogenaurach to London, Berlin, Amsterdam, Warsaw, Athens, Milan, Manchester and Paris, are centers of creativity and collaboration. We aim to be Europe's best sports brand, seeking...

  • HR Operations Manager

    1 maand geleden

    Amsterdam, Noord-Holland, Noord-Holland, Nederland Independent Recruiters Voltijd

    Do you want to become part of a great start-up that delivers directly from local entrepreneurs to consumers? Then you should come and work as an HR Operations Manager for this sustainable, fast delivery service in Amsterdam!In this role you will be responsible for operational tasks regarding the emp

  • Assistant Operations Manager

    1 maand geleden

    Amsterdam, Noord-Holland, Nederland Leonardo Boutique Museumhotel Amsterdam City Center Voltijd

    Als Assistant Operations Manager bij het Leonardo Boutique Museumhotel Amsterdam is geen dag hetzelfde! Samen met de Rooms Division Manager geef je leiding aan de operationele teams binnen het hotel. Je traint en coacht hen waar nodig en zij kunnen altijd bij jou terecht wanneer ze hulp nodig hebben. Jullie zorgen voor het leveren van een topservice die onze...

  • Assistant Operations Manager

    4 weken geleden

    Amsterdam, Noord-Holland, Nederland Leonardo Boutique Museumhotel Amsterdam City Center Voltijd

    Als Assistant Operations Manager bij het Leonardo Boutique Museumhotel Amsterdam is geen dag hetzelfde! Samen met de Rooms Division Manager geef je leiding aan de operationele teams binnen het hotel. Je traint en coacht hen waar nodig en zij kunnen altijd bij jou terecht wanneer ze hulp nodig hebben. Jullie zorgen voor het leveren van een topservice die onze...

  • Assistant Manager 38h

    2 weken geleden

    Amsterdam, Noord-Holland, Nederland Levi Strauss & Co. Voltijd

    As an Assistant Store Manager at Levi Strauss & Co. you will have the opportunity to work in an environment where change and ideas are celebrated. You will be representing the brand image and values, whilst working alongside the Store Manager to effectively manage the stores operations and team.Key parts of the role: Support Store Manager in delivering KPI's...

  • Assistant General Manager

    1 maand geleden

    Amsterdam, Noord-Holland, Nederland Hotel The Craftsmen Voltijd

    Are you aspiring to become a manager? You're in the perfect place! Hotel The Craftsmen is an award-winning 14-room boutique hotel located in Amsterdam's city center. We are on the lookout for a driven and dedicated individual who thrives in a role blending operational expertise with management for 32 to 38 hours a week.Our hotel, situated on Singel...

  • Operations Assistant

    2 weken geleden

    Amsterdam, Noord-Holland, Nederland YES Groep Voltijd

    Heb jij ervaring met toezichthouden over het gehele ordertraject van begin tot eind? Word dan Operations Assistant bij onze opdrachtgever in AmsterdamOver het bedrijfHet gaat hierbij om een gespecialiseerd staalbouw-, bewerkings- en leidingbedrijf. Deze organisatie heeft in de loop der jaren expertise en knowhow opgebouwd op het gebied van offshore,...

  • Assistant Manager

    2 weken geleden

    Amsterdam, Noord-Holland, Nederland Hostelle Voltijd

    Hello there! We're Hostelle Amsterdam, a team dedicated to crafting unforgettable experiences for our guests, ensuring they feel at home, even when they're far away from it.We are currently seeking an Assistant Manager with a passion for hospitality, who thrives in a dynamic work environment, and is committed to providing our guests with exceptional stays.If...

  • Office manager

    2 weken geleden

    Amsterdam, Noord-Holland, Nederland RandStad Voltijd

    We're in search of an office manager / personal assistant for our client located in the Zuidas area. If you enjoy organizing events, managing schedules, and being part of a fun and professional team, then keep on reading!What we offer you€ 15- € 20 gross per hourTemporary position with possibility of becoming permanentLots of company outings that you...

  • Assistant Store Manager

    2 weken geleden

    Amsterdam, Noord-Holland, Nederland Salomon Voltijd

    Job DescriptionAs an Assistant Store Manager, you will play a crucial role in supporting the Store Manager with daily operations, ensuring the store meets its sales targets and maintains operational excellence by effectively leading a high-performing team. You will deliver an exceptional customer experience and embody the brand's vision, while also mentoring...

  • Assistant Manager

    2 weken geleden

    Amsterdam, Noord-Holland, Nederland Hostelle Voltijd

    Hey there We're Hostelle Amsterdam. Our team is all about creating unforgettable experiences for our guests, making them feel right at home, even when they're miles away from it. Right now, we're on the lookout for an Assistant Manager who's got a knack for hospitality, loves a dynamic work environment, and is keen on making our guests' stays nothing short...

  • Legal Specialist, Consumer Claims

    2 weken geleden

    Amsterdam, Noord-Holland, Nederland Netflix Voltijd

    Netflix is changing the way more than 270 million subscribers around the world enjoy entertainment. As a company, we challenge industry norms by pushing one another to think creatively about complex questions. Our legal team is no exception. We think critically about the range of legal issues our business faces and act consistent with our freedom and...

  • Legal Specialist, Consumer Claims

    2 weken geleden

    Amsterdam, Noord-Holland, Nederland Netflix Voltijd

    Netflix is changing the way more than 270 million subscribers around the world enjoy entertainment. As a company, we challenge industry norms by pushing one another to think creatively about complex questions. Our legal team is no exception. We think critically about the range of legal issues our business faces and act consistent with our freedom and...

  • Assistant Restaurant Manager

    2 weken geleden

    Amsterdam-Zuidoost, Noord-Holland, Nederland Hotel Co 51 Voltijd

    At Courtyard by Marriott Amsterdam Arena Atlas, we embrace every challenge and serve the needs of our guests no matter the purpose of their trip. Like our guests, our associates are fueled by passion; a passion to help our guests follow theirs._ The hotel is designed with comfort and convenience in mind, making it perfectly suitable for the modern traveller....

  • Senior Consumer Marketing Manager

    6 dagen geleden

    Amsterdam, Noord-Holland, Nederland Yacht Voltijd

    As Senior Consumer Marketing Manager Brush heads, you will be responsible for developing product and commercial innovation in the oral health care domain, contribute to long-term strategic planning and deliver business results by executing the brush heads category growth model in collaboration with key regional and market teams around the Globe.Specifically,...