.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 the 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: 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.Key Responsibilities:Scope: Support in managing the knowledge base and learning and development program that results in a premium consumer service experience.Process Definition & Rollouts: Support the rollout of various elements of the Global Consumer Service roadmap across all regions. Support the markets in implementing new functionalities. Align processes within your scope of responsibility, ensuring a consistent integration to the respective region within the Global CS landscape. Formalize and document the defined processes to provide transparency and clarity for all stakeholders.Continuous Improvement: Monitor and analyze 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.Day-to-day Operations: Support markets on day-to-day issue resolution and operations within your scope of responsibility. Operate knowledge base management, learning and development support to local contact center teams on day-to-day CS operations. Maintenance of the knowledge, learning, and development components for ongoing developments and optimizations of Consumer Services to provide eCommerce and Retail Consumers a seamless, omni-channel service interaction.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
