22 oct
Adidas
Bogotá
Purpose & Overall Relevance for the Organization: As a Manager Consumer Service at adidas, you are responsible for driving the regional transformation of the Consumer Service function towards a fully integrated, omni-channel consumer service function with a strong digital presence. This includes combining substantial (digital) technology and process efficiency gains with consumer experience and lifetime value improvement while supporting activities to help bring key strategic initiatives to fruition and reach adidas performance ambitions. Your task is to lead a team in the standardization and continuous improvement of regional processes in collaboration with the global CS team and other business stakeholders.
Executing success criteria and implementing a culture of operational excellence are key activities expected from this role. Additionally, you will be responsible for executing the strategic direction of the operations area and implementing the global CS strategy within your area of responsibility. Key Responsibilities: Scope: Accountable for executing CS business processes to drive CS Operational Excellence. Process Definition & Documentation: Execute the definition of processes with global and local departments to leverage or build proper solutions with internal and external cooperation partners. Be the main process counterpart for strategic stakeholders concerning market roll-outs or new functionalities. Lead, manage, and deliver Consumer Service targets on a regional level across brands, channels, and markets within the boundaries of time, cost, and quality, acting in a fast-paced, agile development environment of digitalization and personalization with the highest executive attention in Brand and Sales.
Be accountable for the implementation of business processes in the region in line with the DBC and overarching group strategy. Provide input for building the roadmap, processes, and priorities to effectively execute the strategic direction in sync with the Consumer Service area. Implement financial and quantitative models relevant to strategy planning (e.g., cost simulation, revenue projection) and a measurement architecture to inform a metrics-driven approach to business improvement. Ensure that the CS processes within LAM have consistent integration into the adidas global CS landscape. Ensure that defined processes are formalized and documented, providing transparency on the current state and a solid foundation for evolution.
Manage and grow a team of highly specialized and senior experts responsible for various Consumer Service disciplines, including contact center operations, knowledge management, training, and consumer feedback loop management. Ensure stable monitoring and continuous improvement processes are in place. Raise improvement opportunities and provide input to define respective solutions. Establish regular process reviews with all relevant stakeholders in the region. Lead process reviews to collect appropriate feedback and create a backlog of improvements. Maintain a sharp focus on results and business success, demonstrating strong business acumen with an affinity for operational models and processes. Day-to-day Operations: Ensure appropriate support to the global CS team and operations is in place. Best Practices: Execute standard best practices and control methods.
Drive best practice communication and training throughout the regional organization. People Management: Demonstrate strong time management, organizational, planning, and prioritization skills. Ensure appropriate leadership skills are present at every level by creating a motivational and supportive work environment where employees are coached, trained, and provided with career opportunities through development. Continuously monitor and evaluate team workload and organizational efficiency with the support of data and team feedback, making appropriate changes to meet business needs. Provide team members/direct reports with clear direction and targets that align with business needs and DBC objectives. Key Relationships: DPC Countries FLM Ecom Operations Knowledge Skills and Abilities:
Possess a strong set of skills acquired through advanced training, study, and experience. Broad and deep knowledge in own functional area, combined with broad knowledge of other areas. Requisite Education and Experience / Minimum Qualifications: 2-3 years in BPO Management and/or equivalent experience. As manager of Experts, 1 year of management experience is required. #J-18808-Ljbffr
▶️ Manager Consumer Service Ops (Fixed-Term Contract)
🖊️ Adidas
📍 Bogotá