adidas Looking for Sr. Manager Customer Service at Área metropolitana de Ciudad de México Full Time

• Channel head within Customer Services for UK and Ireland
• Deliver a best in class customer service experience to adidas customers by:
• Fully embracing the business vision, strategy and goals
• Leading the operational and commercial activities for your channel
• Supporting business and customer initiatives which add value and make an impact to our business
• Working closely with all other functions to ensure business processes are efficient as well as commercially focused, sharing all best practices

Key Responsibilities

Channel Management and Customer Service Management

• Responsible for a specific channel within Customer Services, including all people and process responsibilities
• Key contact across the business for your channel, both at local and Western European level
• Deliver a best in class customer service for all accounts within the channel, ensuring all team members have the skills, tools, process and commercial knowledge
• Through constant communication, ensure continuous review and feedback of all people, customer and process related topics
• Stay abreast of the marketplace, competition and our internal markets, always seeking to be the best at what we do
• Understand the end-to-end business processes and the fit of the customer service responsibility, having a viewpoint in all parts of the process in order to gain efficiencies across the business
• Define key performance indicators, regularly monitor performance and drive business actions to improve

Team Management (up to 20 people)

• Proactively manage the recruitment process and continuously look for talent to bring into the department in a timely manner
• Continually evaluate the roles and responsibilities at all levels across the department, benchmarking internally and externally, ultimately looking to ensure we are delivering “best in class” service
• Drive resource efficiencies across the department, ensuring the correct headcount is placed where it is most needed, continually monitoring as the business focuses change
• Liaise with team managers to ensure we have “best fit” of individuals’ strengths and competencies for the accounts they are managing
• Alongside team managers, ensure we create an environment and culture that empowers all team members to realise their potential
• Evaluate the skills of the team and actively look to coach, develop and retain our talent
• Accountable for ensuring all team members understand the importance of their role in achieving company goals, keeping them regularly updated with business strategies and performance against such strategies
• Encourage all team members to fully understand joint business and individual customer initiatives, to therefore play an active role in achieving
• Influence all team members to be open-minded, challenging current processes and offering solutions, working through these to make a difference

Service, Speed and Efficiencies

• Understand the ambitions of our customers and our own strategies, driving to ensure our processes align with such requirements
• Using your commercial knowledge, identify the focus areas for the team when challenging and improving processes, looking to see where we can make the greatest impact for the customer and the business
• Responsible for continually reviewing time spent on key tasks, questioning time spent versus return on investment, always looking for better ways to achieve the best result
• Identify the business, channel and customer requirements of customer services and challenge or embed these expectations in order to deliver the best service but in the most efficient way
• Roll out new local and global processes and technologies to all CS team members, ensuring full understanding and creating a feedback mechanic to continually improve
• Accountable for ensuring departmental processes are up-to-date and documented, visible, adhered to and trained in
• Owner of local and WE projects, objectives and initiatives
• Lead communication between customer service and supply chain to drive efficiencies in all areas with the ultimate aim to be number one supplier of product
• Responsible for ensuring the team is using the best reporting techniques for both internal and external customers, establishing standard formats and automated methods

Key Relationships

• Sales
• Sales Planning
• Supply Chain (local and WE)
• Customers
• HR
• Credit

Competencies

• Demonstrate high level of professionalism
• Aware of cross departmental demands and offers solutions for the wider team
• Thinks broader than own area of responsibility
• Investigates what best practice looks like and is willing to adopt others’ ways of working
• Highly self-motivated and strong drive to succeed for self and others
• Confident making quick yet effective decisions
• Strategic thinking, process focused with an ability to propose and deliver change
• Embraces change and looks for the positives to share with the wider team
• Strong communicator, able to adapt style to suit audience
• Proven track record of managing a large and diverse team

Requisite Education And Experience / Minimum Qualifications

• Minimum 3 years people management experience
• Excellent knowledge and skills in all PC based systems inc Microsoft office and SAP
• Project or process management experience
• Ideal supply chain experience
• Similar position held within a fast moving, customer-based industry