Assistant Manager Consumer Service Knowledge & Training

Job description

Country: Netherlands
Job Function: Digital

State / Province: Netherlands
Position Type: Full time

City / Location: Amsterdam
Brand: adidas

Relocation: Yes

Somewhere, in one of our workshops right now, the future is taking shape. We are constantly working to redefine the way clothing and footwear transforms the pitch, court or course. This is what drives us: the feeling of discovery and the urge to innovate. When we create a product that makes our hearts beat faster, we know we’re onto something.

If this sounds inspiring, you might be one of us: Someone who loves to create the present, as well as shape the future. There’s a reason adidas has been at the forefront of defining sport for more than 60 years: We never stand still. Everyday, we work to improve everything we create.

At adidas, interesting, amazing and inspiring aren’t just ideas. They are what we do every single day.

Purpose & Overall Relevance for the Organization:

As an Assistant Manager Knowledge, Training & Development at adidas you are contributing from a knowledge, training and develop management perspective to the successful delivery of a superior consumer service experience for eCommerce consumers that matches the premium brand experience that adidas intends to deliver. Your task is to partake in an aligned and scalable training & development management operating model that is integrated within the existing Consumer Service landscape, regionally standardization and continuous improvement of CS processes in collaboration with Global CS and other business stakeholders. Supporting the implementation of a rich knowledge base information, success criteria and driving a culture of operational excellence are just a few of the key activities that will be expected from this role.

Key Responsibilities:

Scope:
Contribute in implementing knowledge base, training and development processes affecting contact center operations

Process Definition & Documentation
· Contribute to the definition of processes with global departments in your region. Ensure that these processes will allow to leverage or build proper solutions with internal and external cooperation partners.
· Support the roll out of various elements of the DBC Consumer Service road map across your region
· Assist the process counterpart for major stakeholders concerning roll-outs in your region or new functionalities in your area of responsibility.
· Be responsible for processes within your scope of responsibility, ensuring a consistent integration to the Global CS landscape.
· Formalize and document the defined processes to provide transparency and sustained clarity for all stakeholders.

Continuous Improvement
· Monitor and analyze knowledge base, training and development processes continuously. Identify improvement opportunities and contribute in finding respective solutions.
· Participate in process reviews involving all relevant stakeholders to collect appropriate feedback and enrich a backlog of improvements.
· Give input to change requests for new functionalities. Ensure there is sufficient detail for qualification and solution selection. Ensure process documentation reflects implemented changes.
· Support implementing KPI frameworks, quality assessments, (budget) monitoring processes and standards to ensure that from a training and development management perspective new functionalities and processes are successfully rolled out and embedded in the Consumer Service domain across your region.

Day-to-day Operations
· Work closely with markets and agile teams on day-to-day issue resolution and operations within your scope of responsibility.
· Assist operating knowledge base management, training and development support to local contact center team on day-to-day CS operations.
· Support of the training management components of the expansion and ongoing development and optimization of Consumer Service to provide eCommerce and Retail Consumers a seamless, omni-channel service interaction

Key Relationships:

· Global training & change manager
· Regional CS Operations Team
· Digital Analytics teams
· Global CS team
· External vendors

Knowledge, Skills and Abilities:

Soft-Skills
· Ability to quickly adapt to changing business processes and business partners
· Good communication & negotiation skills, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely

Hard-Skills
· Comfortable working with enterprise-level platforms and technologies
· Project management and project monitoring experience is a plus
· Knowledge of process optimization methodologies (LEAN, 6Sigma, etc…) is a plus
· Fluent English both verbally and written

Requisite Education and Experience / Minimum Qualifications:

· Degree with focus on Business Administration, Communication or IT or related areas, or equivalent combination of education and experience
· 2+ years of experience in consumer service management with an understanding of end to end consumer service journey management
· Basic knowledge in training and development management
· Experience in knowledge base management within teams in different countries