Assistant Manager Learning - Zaragoza, España - Adidas

Adidas

Empresa verificada

Zaragoza, España

hace 2 semanas

Publicado por:

Isabel García

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Descripción

Purpose:

As an Assistant Manager Learning & Development at adidas you are responsible for ensuring that we deliver a premium consumer service experience for our consumers who bought through eCom and in adidas retail stores and drive an operating model which supports a membership first outlook. Your task is to drive global standardization while keeping regional differences to support best practice sharing and continuous improvements.

Consumer Services is the voice of the consumer and consumer is at the heart of everything we do.

Operational excellence, quality and consumer experience are the key topics in the Consumer Service function and an integral part of our eCom strategy.

Key focus of the role is leading operational excellence throughout the knowledge base and training program where you ensure an aligned global approach on knowledge content as well as learning & development framework that empower Consumer Service agents with the necessary soft skills, process, and brand knowledge to serve our consumers in the best way.

This role is part of COE (Community of Experts), where you are part of the community of Consumer Service experts from EU and other markets, share best practices and seek opportunities to build the best consumer experience for adidas consumers across the globe in the most efficient and sustainable way.

In addition to other e-com markets, your key partners are our Consumer Services Vendor, who run day-to-day call center operations, as well as internal stakeholders such as Digital Product, Digital Consumer Operations and SCM to ensure we continuously improve the Consumer Service agent journey to offer premium adidas experiences.

- Key Responsibilities

Scope: Support in managing the knowledge base, learning and development program that results into premium consumer service experience
Process Definition & Roll outs
Support the roll out of various elements of the Global Consumer Service roadmap across all regions.
Support the markets implementing new functionalities in the regions.
Align processes within your scope of responsibility, ensuring a consistent integration to the respective region within the Global CS landscape.
Formalise and document the defined processes to provide transparency and clarity for all stakeholders.

Continuous Improvement

Monitor and analyse the knowledge base, learning and development processes continuously. Identify improvement opportunities and give input to respective solutions.
Assist in sharing best practices globally to support the COE framework, coordinating sessions with the markets.
Give input to change requests for new functionalities. Ensure there is sufficient detail for qualification and solution selection. Ensure process documentation reflects implemented changes.
Implement KPI frameworks, quality assessments and standards to ensure that from a knowledge base, learning and development management perspective new functionalities and processes are successfully rolled out and embedded in the Consumer Service domain across the regions.

Day-to-day Operations

Support markets on daytoday issue resolution and operations within your scope of responsibility.
Operate knowledge base management, learning and development support to local contact center teams on daytoday CS operations.
Maintenance of the knowledge, learning and development components for ongoing developments and optimisations of Consumer Services to provide eCommerce and Retail Consumers a seamless, omnichannel service interactions.
What are we looking for:
Degree with focus on Business Management, Communication or other related areas, or equivalent combination of education and experience
3 years of relevant experience
Basic knowledge in Consumer Service or operations

Experience in the domain Knowledge, Learning and Development, preferably in a Direct to Consumer Business model (eCommerce & Retail)

Experience in managing highly complex processes, involving multiple teams in different countries.
Ability to understand and analyze complex systems and transform them into simpler structures
Strong communication skills.

Fluent English both verbally and written. Storytelling and comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely

Consumer first mindset
Self motivated and able to work independently
Ability to quickly adapt to changing business processes and business partners
Comfortable working with enterprise level platforms and technologies.
A plus if had previous experience working with Salesforce

Project management and project monitoring experience
Training certifications are a plus
Working knowledge of PMI methods (ie. Lean 6Sigma) are a plus

What we offer:

You will be part of a company where digital transformation, innovation and continuous improvement are core principles of our culture.
You will be part of a highly engaged, multinational with international career opportunities.