Assistant Manager Consumer Service Operations
7 maanden geleden
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 roll-outs 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.
- Day-to-day 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
- Self-motivated 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
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