Manager, Service, eCom(4 Months) (Seoul, KR) @ adidas

<p><span><strong>Purpose</strong></span></p> <p><span>Deliver best-in-class omni-channel consumer service across adidas e-Commerce and offline channels by leading consumer service operations, driving continuous improvement through process optimization and cross-functional collaboration.</span></p> <p><span><strong>Key Responsibilities</strong></span></p> <p><span><strong>1. Consumer Service Operations</strong></span></p> <p><span>Lead end-to-end consumer service operations across online(.com, app, e-marketplaces) and offline channels, driving continuous improvement in consumer experienceManage VOC, complaints, and issue resolution to ensure high service quality</span></p> <p><span><strong>2. CS Vendor &amp; Process Management</strong></span></p> <p><span>Manage BPO/call center operations and performance (SLA, KPI, QA)Standardize and continuously optimize CS processes</span></p> <p><span><strong>3. After-Service Management</strong></span></p> <p><span>Ensure consistency in defective product (DP) handling and post-service processesCoordinate with ASC (After Sales Center) for product inspection, repair, and resolution</span></p> <p><span><strong>4. Promotion &amp; Consumer Experience Support</strong></span></p> <p><span>Support the execution of points, vouchers, and promotional programs from a CS perspectiveEnsure campaign readiness and operational stability through CS alignment</span></p> <p><span><strong>5. VOC &amp; Performance Management</strong></span></p> <p><span>Identify key consumer pain points and drive improvements based on NPS/VOC insightsMonitor and manage key performance indicators (e.g., NPS, SLA)</span></p> <p><span><strong>6. Digital &amp; Process Enhancement</strong></span></p> <p><span>Drive improvements and automation of CS tools, platforms, and systemsSupport local implementation and stabilization of global initiatives</span></p> <p><span><strong>7. Risk, Escalation &amp; Compliance Management</strong></span></p> <p><span>Lead handling of major consumer complaints (e.g., KCA) and escalations across all channelsEnsure compliance with K-ISMS, data privacy regulations, and internal legal requirements</span></p> <p><span><strong>8. Financial &amp; Budget Management</strong></span></p> <p><span>Manage and control the annual budget for external call center vendorsConduct monthly budget tracking and reporting with the Finance team<strong>Key Relationships</strong></span></p> <p><span>External CS vendors, eCommerce cross-functional teams, Global CS, ASC (After Sales Center), Legal, Corporate PR, Local/Global Tech, Finance, and Retail/Wholesale Sales.<br><strong>Skill sets and Requirements</strong></span></p> <p><span><strong>Functional</strong><br>Strong e-Commerce CS operations expertise (order, delivery, returns, VOC)<br>Customer experience optimization (NPS, VOC, CX strategy)<br>CRM/CS tools and platform management</span></p> <p><span><strong>Analytical &amp; Business</strong><br>Advanced data analysis and KPI-driven decision-making<br>Strong process improvement and operational excellence mindset</span></p> <p><span><strong>Leadership</strong><br>Team leadership, stakeholder management, vendor governance<br>Escalation, incident, and crisis management</span></p> <p><span><strong>Communication</strong><br>Excellent Korean &amp; English communication skills<br>Strong cross-functional and global collaboration capability<br><strong>Experience &amp; Qualifications</strong></span></p> <p><span>University degree or equivalent<br>5+ years experience in Consumer Service / e-Commerce / Operations<br>Experience in global/matrix organization preferred<br>Proven experience leading CS operations and vendor management<br>Experience in consumer-facing roles (CS, Sales Ops, CX)</span></p>