Assistant Manager Consumer Service Operations, eCom (Tokyo, Tokyo, JP)

Adidas
Tokyo
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Negotiation","Communication","Results-oriented","Proposal ability","Stress tolerance"]

Strengthen consumer response and improve satisfaction by using VOC feedback, global tools, and best practices to enhance the quality of consumer support. Own consumer response operations for the eCom/Customization area, including call-center KPI monitoring, vendor supervision, and complaint handling. Manage consumer information feedback loops across internal departments, stabilize eCom consumer response structures, and support web order and delivery/QC-related operations to drive business growth.

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Adidas
Adidas
2 months ago

Assistant Manager Consumer Service Operations, eCom (Tokyo, Tokyo, JP)

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Last checked: 8 hours agoStatus: Live

Job Summary

Strengthen consumer response and improve satisfaction by using VOC feedback, global tools, and best practices to enhance the quality of consumer support. Own consumer response operations for the eCom/Customization area, including call-center KPI monitoring, vendor supervision, and complaint handling. Manage consumer information feedback loops across internal departments, stabilize eCom consumer response structures, and support web order and delivery/QC-related operations to drive business growth.
Location: Tokyo
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Strengthen the link between business and consumers through optimal consumer response operations.
  • •Improve consumer response quality by maintaining and monitoring KPI performance in the call-center while supervising outsourcing vendors.
  • •Establish timely internal information sharing about marketing and products and ensure consumer information is reviewed and consolidated.
  • •Drive smooth eCom/Customization program operations, including consumer response structure, logistics-related product supply, and customization operations.
  • •Execute business improvement initiatives by executing daily tasks efficiently, providing quality improvement plans, and updating manuals/workflows as needed.

Key Requirements

  • •Improve consumer response quality and maintain customer satisfaction through optimal consumer response operations.
  • •Monitor call-center KPIs and supervise outsourcing vendors to improve response levels.
  • •Review VOC regularly, consolidate consumer information, and lead internal improvements with related departments.
  • •Support eCom/Customization operations, including consumer response structure, logistics supply coordination, and program operations.
  • •Use specialized knowledge to execute quality and business improvement initiatives, including reviewing manuals/workflows and handling serious complaints fairly.
Experience:E-commerceConsumer correspondenceConsumer services
Education:Bachelor's
Skills:NegotiationCommunicationResults-orientedProposal abilityStress tolerance
Languages:JapaneseEnglish
Tech Stack:OutlookWordExcelPowerPoint

Company Brief

Adidas
Global sportswear company designing, manufacturing, and selling athletic footwear, apparel, and accessories. Serves consumers and athletes through branded products, direct-to-consumer retail, and wholesale channels worldwide.
Industry: Fashion & Apparel
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Herzogenaurach, Germany
Founded: 1949
Glassdoor
Glassdoor: 3.8
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