Assistant Manager Consumer Service Operations

hace 4 meses

Zaragoza, España Adidas A tiempo completo

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 EuropeAssist 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.
-Support the CS operation team by providing data on CS execution.
-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.
- What are we looking for:
- Degree with focus on Business Administration, Communication or related areas, or equivalent combination of education and experience
- 3 years of relevant experience:

- Experience working in a contact centre, Retail, Digital and/or eCommerce environment is a plus
- Basic knowledge in Consumer Service
- 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
- Experience working with highly complex processes and ability to quickly adapt to changing business processes and business partners
- Basic experience and broad understanding of IT
- Good communication skills, fluent English both verbally and written, 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
- What we offer:
- You will be part of a company where digital transformation, innovation and continuous improvement are core principles of our culture.
- You will be part of a highly engaged, multinational with international career opportunities.
- Sport friendly environment, great work-life balance and flexibility
- Competitive salary, benefits and valuable discounts on adidas products
- Hybrid Work Setup: enjoy the advantages of a flexible remote work environment (within Spain) combined with the amazing onsite facilities and culture.- To be the best sports company in the world, you need the best talents within your teams.
THROUGH SPORT, WE HAVE THE POWER TO CHANGE LIVES

AT 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 responsib

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