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...