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.
1. CONSUMER SERVICE OPERATIONS
Lead end-to-end consumer service operations across online(.com, 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. PROMOTION & CONSUMER EXPERIENCE SUPPORT
Support the execution of points, vouchers, and promotional programs from a CS perspectiveEnsure campaign readiness and operational stability through CS alignment
5. VOC & PERFORMANCE MANAGEMENT
Identify key consumer pain points and drive improvements based on NPS/VOC insightsMonitor and manage key performance indicators (e.g., NPS, SLA)
6. DIGITAL & PROCESS ENHANCEMENT
Drive improvements and automation of CS tools, platforms, and systemsSupport local implementation and stabilization of global initiatives
7. RISK, ESCALATION & COMPLIANCE MANAGEMENT
Lead handling of major consumer complaints (e.g., KCA) and escalations across all channelsEnsure compliance with K-ISMS, data privacy regulations, and internal legal requirements
8. FINANCIAL & BUDGET MANAGEMENT
Manage and control the annual budget for external call center vendorsConduct monthly budget tracking and reporting with the Finance team
KEY RELATIONSHIPS
External CS vendors, eCommerce cross-functional teams, Global CS, ASC (After Sales Center), Legal, Corporate PR, Local/Global Tech, Finance, and Retail/Wholesale Sales.
SKILL SETS AND REQUIREMENTS
FUNCTIONAL
Strong e-Commerce CS operations expertise (order, delivery, returns, VOC)
Customer experience optimization (NPS, VOC, CX strategy)
CRM/CS tools and platform management
ANALYTICAL & BUSINESS
Advanced data analysis and KPI-driven decision-making
Strong process improvement and operational excellence mindset
LEADERSHIP
Team leadership, stakeholder management, vendor governance
Escalation, incident, and crisis management
COMMUNICATION
Excellent Korean & English communication skills
Strong cross-functional and global collaboration capability
EXPERIENCE & QUALIFICATIONS
University degree or equivalent
5+ years experience in Consumer Service / e-Commerce / Operations
Experience in global/matrix organization preferred
Proven experience leading CS operations and vendor management
Experience in consumer-facing roles (CS, Sales Ops, CX)
