Job Description
Purpose
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.
Key Responsibilities
1. Consumer Service Operations
Lead end-to-end consumer service operations across , app, e-marketplaces) and offline channels, driving continuous improvement in consumer experienceManage VOC, complaints, and issue resolution to ensure high service quality
2. CS Vendor & Process Management
Manage BPO/call center operations and performance (SLA, KPI, QA)Standardize and continuously optimize CS processes
3. After-Service Management
Ensure consistency in defective product (DP) handling and post-service processesCoordinate with ASC (After Sales Center) for product inspection, repair, and resolution
4. Promot...