Assistant Manager Job Description General Purpose In this role at adidas, you are responsible for creating a premium customer service experience for our consumers who bought through eCom and in adidas retail stores, as well as driving revenue generation via different channels of contact centre & driving an operating model which supports a membership-first outlook. Your task is to drive Consumer Service operational excellence in the contact center across all service channels with a focus on efficiency, quality, commercial conversations & consumer experience. You support a global operating model by seeking out opportunities to share best practices. Key Responsibilities: Scope: Accountable for creating a premium customer service experience in Emerging Markets. <a name="_Hlk125382981"></a>Partnership/Vendor Management <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-indent:10.0px">Lead, manage, and deliver Consumer Service targets on a country level across channels and market/s within the boundaries of time, cost, and quality, executing in a fast-paced, agile development environment of digitalization and personalization with the highest executive attention in Consumer Experience and Sales</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-indent:10.0px">Drive the implementation of the definition of processes with the local vendor. Ensure that these definitions will allow for leveraging or building proper solutions with internal and external cooperation partners.</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-indent:10.0px">Be the operational lead, implementation partner, and manage the relationship at a local level with 3rd party vendors (contact center provider, specialist providers). Act as the 1st escalation point for the contact centre.</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-indent:10.0px">Be the process counterpart for the contact centre concerning the implementation of rollouts or new functionalities in your region.</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-indent:10.0px">Manage the alignment of contact center processes within your region, ensuring a consistent CS experience across all channels.</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-indent:10.0px">Lead execution of the formalization and documentation of defined processes, providing transparency on the current state and a solid foundation for evolution.</li> <li style="text-align:justify;margin:0.0cm 0.0cm 8.0pt 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-indent:10.0px">Assist in managing the Consumer Services budget for assigned country/s in Emerging markets, coordinating with Post order, Local country, Finance, and the CS vendor to keep costs within budget.</li> </ul> Continuous Improvement <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Identify ways to enhance the consumer experience, gather stakeholder feedback, prioritize improvements, and support KPIs and better outcomes.</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Drive accountability for achieving KPI’s and metrics. Seek opportunities to continuously improve, keeping both CS vendors accountable.</li> <li style="text-align:justify;margin:0.0cm 0.0cm 8.0pt 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Collaborate with leadership in monthly catch-ups and performance reviews</li> </ul> Day-to-day Operations <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="list-style:none;text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> <ul style="list-style-type:circle;margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Monitor, steer, and improve Open cases backlogs, service levels, quality standards, revenue levels, and premium membership experiences for our consumers in close cooperation with the contact center.</li> <li style="text-align:justify;margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Lead monthly, quarterly, and annual business reviews with the CS vendor and seek opportunities for efficiencies and improved consumer experiences.</li> </ul> </li> </ul> People Management <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="list-style:none;text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Support the vendor in implementing the appropriate structure to be able to manage the respective organization effectively and drive success</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Continuously monitor and evaluate team workload and organizational efficiency of the vendor with the support of data and team feedback, and challenge appropriate changes to meet business needs.</li> <li style="text-align:justify;margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Provide team members/direct reports with clear direction and targets that are aligned with business needs and objectives.</li> </ul> </li> </ul> Key Relationships: <ol style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">External CS Vendor</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Post-order OPS</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Platform Operations</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Campaign Operations</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Local country leadership</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Extended Global Digital Consumer Operations team</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Global Product Team</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Data & Analytics team</li> <li style="text-align:justify;margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Finance</li> </ol> Knowledge, Skills, and Abilities: 1. Soft Skills · A high level of leadership and people management skills is required · Strong attitude on results-driven and ability to generate and maintain a big picture view, including dependencies at the middle and large scale · Strong ability to identify risks and define mitigation plans · Ability to quickly adapt to changing business processes and business partners · Very good communication & negotiation skills, comfortable presenting complex topics to stakeholders at various organizational levels, both in person and remotely · Effective stakeholder management, defining a clear scope of work, and maintaining a collaborative and positive working environment · The ability to juggle complex and multiple topics at any one time is required 2. Hard Skills · Comfortable working with enterprise-level platforms and technologies. A plus if you have previous experience working with Salesforce, JIRA, or Omnihub · High level of usage of any reporting KPIs reporting platform · Project management and project monitoring experience · Fluent English both verbally and in writing. · Relevant knowledge of excel & basic formulas. · Willingness to work 5 days a week from the Office. · Ability to execute without follow-up. Requisite Education and Experience / Minimum Qualifications: · Degree with a focus on Business Management, Communication, or other related areas, or equivalent combination of education and experience. · 2+ years of experience in Contact vendor management in a Retail, Digital, and/or eCommerce environment · Expert knowledge in the respective domain of Consumer Service · Experience in managing highly complex processes, involving multiple teams in different countries · 2+ years of experience in leading a team

Senior Specialist eCom Call Center Operations (Istanbul, Istanbul, TR) @ adidas

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