Assistant Manager Consumer Excellence Operations

hace 1 semana

Zaragoza, Zaragoza, España Adidas A tiempo completo
Assistant Manager Consumer Excellence Operations- General Purpose

As an Assistant Manager in Consumer Excellence Operations team 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 process optimisation via different channels of contact center.

Your task is to be responsible for the end to end consumer journey.

Working closely within the Consumer Services team you ensure that all pre and post-sale related topics, processes, issues are picked up and completed with ease.

Working within the Fulfilment operations team you own the delivery and returns journey of our consumer.
Consumer is at the heart of everything we do.

Operational excellence in Fulfillment, speed, accuracy and choice of delivery, consumer experience with returns are the key topics in Digital operations function and integral part of eCom strategy.

- Key Responsibilities

  • Running the daytoday operations of Fulfillment and Consumer Service operations ensuring the consumer journey is running to optimal effect.
  • Support the profitable growth of the Europe eCommerce business by improving KPI performance across conversion and satisfaction metrics (Net Promotor Score
  • NPS), and speed in delivery and returns flow.
  • Drive the daytoday operational activities related to Fulfillment by closely monitoring the E2E delivery and returns performance, across the Distribution Centers and the carriers
  • Support daytoday issue resolution for existing capabilities and features with operations and product teams, by identifying, logging, and tracking issues that impact the customer journey
  • 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 pre/post sale processes to provide transparency and sustained clarity for all stakeholders.
  • Continuous Improvement
  • Monitor and analyze respective processes continuously. Identify improvement opportunities and contribute to finding respective solutions.
  • Participate in process reviews involving all relevant stakeholders to collect appropriate feedback and enrich a backlog of improvements.
  • Assist in monitoring & reporting (KPI's & Metrics) including weekly, monthly review of operational performance in your region.
  • Define change requests for new functionalities in sufficient detail for qualification and solution selection Document their implementation.
  • Key Relationships
  • Operational Excellence team
  • Insights Analytics team
  • Scalability & Growth team
  • External vendors
  • SCM and Warehouse Teams
  • Logistics and Transport Team
  • Extended Digital Consumer Operations team
  • Knowledge, Skills and Abilities
Soft-Skills

  • Ability to quickly adapt to changing business processes and business partners
  • Good communication & negotiation skills, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely
  • Ability to be detail oriented and manage multiple priorities under tight timelines
  • Hard-Skills
  • Comfortable working with enterpriselevel platforms and technologies
  • Project management and project monitoring experience is a plus
  • Knowledge of process optimization methodologies (LEAN, 6Sigma, etc ) is a plus
  • Fluent English both verbally and written
  • Requisite Education and Experience / Minimum Qualifications:
  • Degree with focus on Business Administration, Communication or IT or related areas, or equivalent combination of education and experience
  • Experience in Contact vendor management in a Retail, Digital and/or eCommerce environment is a plus
  • Basic knowledge in Consumer Service and/or fulfillment/logistics
  • Experience in managing highly complex processes, involving multiple teams in different countries
  • Entrepreneural mindsetAT ADIDAS WE HAVE A WINNING CULTURE. BUT TO WIN, PHYSICAL POWER IS NOT ENOUGH. JUST LIKE ATHLETES OUR EMPLOYEES NEED MENTAL STRENGTH IN THEIR GAME.
WE FOSTER THE ATHLETE'S MINDSET THROUGH A SET OF BEHAVIORS THAT WE WANT TO ENABLE AND DEVELOP IN OUR PEOPLE AND THAT ARE AT THE CORE OF OUR UNIQUE COMPANY CULTURE:
THIS IS HOW WE WIN WHILE PLAYING FAIR.

COURAGE:
Speak up when you see an opportunity; step up when you see a need.

OWNERSHIP:
Pick up the ball. Be proactive, take responsibility and follow-through.

INNOVATION:
Elevate to win. Be curious, test and learn new and better ways of doing things.

TEAMPLAY:
Win together. Work collaboratively and cultivate a shared mindset.

INTEGRITY:
Play by the rules. Hold yourself and others accountable to our company's standards.

RESPECT:
Value all players. Display empathy, be inclusive and show dignity to all.

**ADIDAS CELEBRATES DIVERSITY, SUPPORTS INCLUSIVENESS AND ENCOURAGES INDIVIDUAL EXPRESSION IN OUR WORKPLACE. WE DO NOT TOLERATE THE HARASSMENT OR DISCRIMINATIO

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