Manager Customer Service & Sales Operations

at  Adidas

Purpose & Overall Relevance for the Organization:
To offer reliable, relevant and competitive service levels(according to Global & LAM best practices standards) to customers, while establishing the most effective and efficient framework for the Cust Service organization.
To establish the most effective and efficient framework for the Sales Operations organization and a smooth interaction within Wholesale and all Marketing Departments.
To passionately lead the Sales Operations organization in identifying, developing and implementing strategies for the profitable growth of adidas according to Functional Leads and Sales Director vision.

Key Responsibilities:

• To develop and deploy strategy for the CS organization inline with Region, aiming for maximum customer satisfaction
• To establish the most effective and efficient framework for the CS organization jointly with the Sales Director inline with adidas group group standards to deliver appropriate service levels
• To ensure reliability and responsiveness to customer requests and complaints by training, ongoing performance monitoring and fostering innovation and implementation of apps or tools (e.g. Assist)
• To ensure proper administration, documentation and financial reconciliation of the customer base
• To interact with Supply and Finance to ensure expected monthly Net Sales delivery, taking into account a collaborative approach
• To ensure smooth interaction of all Go-to-Market functions and availability of key sales tools along the process
• To ensure development, facilitate smooth operations and contribute to continuous improvement of Retail Space Management business model with tools, data and wholesale guidelines
• Lead the end-to-end Sell-out data flow (from data gathering to data usage) leading the action creation process and ensuring the execution in-store
• To support Sales Director in developing and implement Long Term Sales Strategies
• To ensure the correct development of WHS eCommerce strategy within the market
• To ensure transparency on Excess Inventories Levels and allocation to Sales Departments with highest possible net sales and margins without disturbing regular distribution
• To maximize net margin of remaining excess inventories foreseen for Clearance without disturbing regular distribution
• Support the Sales Director to ensure the Global Wholesale Policies are respected in compliancy with Global guidelines, GCSA and Internal Audit, regularly updating sales force and guaranteeing execution to customers (Terms and Condition and e-policy included)
• To ensure that the definition and execution of the Sales Discounts (Trade Investments) are rolled-out according the TTCG Grid and respecting the Global Wholesales Policies principles
• To support the Sales Director and Head of Wholesale Channels in the Trade Investments strategy definition and execution
• To ensure Customer Segmentation framework is executed and respected ensuring a correct product distribution according to the Global Wholesales Policies principles
• Support the Sales Director and Head of Channels in running seasonal/annual Forecasts ensuring a right interaction between Go-to-Market functions involved in the Forecast processes (ex. Sales Campaigns, FBP, Budget) tracking as well the execution evolution
• Support the Sales Director and Head of Channels in preparing and track wholesales team objectives, Targets and guidelines
• To measure progress on defined KPIs

Key Relationships:

• Head of Brick & Click, Head of DPC, C&C, Supply

Knowledge Skills and Abilities:

• Experienced in job and fully qualified/trained
• Combined broad theoretical and practical knowledge incl. company policies and practices

Requisite Education and Experience / Minimum Qualifications:

• 5 years experience in CS and/or Sales Support areas
• Proven Leadership and Management experience required

• To develop and deploy strategy for the CS organization inline with Region, aiming for maximum customer satisfaction
• To establish the most effective and efficient framework for the CS organization jointly with the Sales Director inline with adidas group group standards to deliver appropriate service levels
• To ensure reliability and responsiveness to customer requests and complaints by training, ongoing performance monitoring and fostering innovation and implementation of apps or tools (e.g. Assist)
• To ensure proper administration, documentation and financial reconciliation of the customer base
• To interact with Supply and Finance to ensure expected monthly Net Sales delivery, taking into account a collaborative approach
• To ensure smooth interaction of all Go-to-Market functions and availability of key sales tools along the process
• To ensure development, facilitate smooth operations and contribute to continuous improvement of Retail Space Management business model with tools, data and wholesale guidelines
• Lead the end-to-end Sell-out data flow (from data gathering to data usage) leading the action creation process and ensuring the execution in-store
• To support Sales Director in developing and implement Long Term Sales Strategies
• To ensure the correct development of WHS eCommerce strategy within the market
• To ensure transparency on Excess Inventories Levels and allocation to Sales Departments with highest possible net sales and margins without disturbing regular distribution
• To maximize net margin of remaining excess inventories foreseen for Clearance without disturbing regular distribution
• Support the Sales Director to ensure the Global Wholesale Policies are respected in compliancy with Global guidelines, GCSA and Internal Audit, regularly updating sales force and guaranteeing execution to customers (Terms and Condition and e-policy included)
• To ensure that the definition and execution of the Sales Discounts (Trade Investments) are rolled-out according the TTCG Grid and respecting the Global Wholesales Policies principles
• To support the Sales Director and Head of Wholesale Channels in the Trade Investments strategy definition and execution
• To ensure Customer Segmentation framework is executed and respected ensuring a correct product distribution according to the Global Wholesales Policies principles
• Support the Sales Director and Head of Channels in running seasonal/annual Forecasts ensuring a right interaction between Go-to-Market functions involved in the Forecast processes (ex. Sales Campaigns, FBP, Budget) tracking as well the execution evolution
• Support the Sales Director and Head of Channels in preparing and track wholesales team objectives, Targets and guidelines
• To measure progress on defined KPI