Purpose & Overall Relevance for the Organization:
Deliver best in class service to an assigned account group, working in partnership with EUROPE, Sales organization and key departments to achieve the company strategic business plan.
Establish & translate strategy in operational working. Driving forward the account management to be Future ready.
Be in close collaboration/ act as a consultant towards Senior Sales Director & Senior Director Customer Service to achieve area targets.
Ensure a reliable and professional people management by means of disciplinary and functional leadership of the assigned team.
Responsibilities:
People management:
- Promote a high-performance culture by communicating and monitoring clear expectations
- Set up individual targets, encourage the employees to work independently in order to be able to fully meet the requirements in alignment with company strategy targets
- Fill vacant positions in the team in alignment with Senior Director Customer Service
- Assess performance and skills of team members as part of the performance evaluation
- Provide and offer regular feedback meetings for direct reports
- Develop the team’s functional and social competencies based on the company strategy
- Identify talents and support them on personal development possibilities
- Fulfil the duty of care for team members (e.g., working time, absence management) complying with the regulations for health and safety
- Ensure compliance with employee-related adidas guidelines, policies and legal requirements
- Implement European Customer Service Guidance & Service Levels in your organisational structure
- Act as centralized strategic contact/consultant for Sales and other functional areas for your respective Account group.
- Develop & improve the strategic & operational business to manage further grow
- Lead projects and workshops in order to achieve the departmental targets & account development
- Collaborate closely with all relevant interfaces in order to leverage opportunities for cost control resulting from technological progress (IT) by continually enhancing the digital systems (IT) and work processes
- Actively challenge working methods and practices. Propose and implement practical enhancements.
- Collaborate with our wholesale accounts and partners to create and align on a resilient organization based on the company strategy.
- Design, continually optimize and document the CS processes, taking into consideration the interests of the account and the company
- Review account requirements in collaboration with the Sales teams and work together to define the respective service level, considering the cost-benefit effects
- Represent the interests of the CS functional area vis-à-vis the responsible persons of other internal and external functional areas by acting as the ‘Customer Service consultant’
- Act as the Customer Service consultant in system- and process-based IT and SCM projects; derive system and process adaptations and integrate these at local/global interfaces
- Monitor the order book management from order to invoice to ensure orderbook transparency and conversion following company guidelines.
- Manage special handling coordination for new requests and changes aligned with our commercial strategy.
- Manage Credit & Finance Topics (e.g. Trade Terms, Master Data, Tax, Legal) in collaboration with European/ GBS Finance Team
Authorities:
Limited representational authority
Key Relationships:
- Wholesale accounts
- European Customer Service
- Sales Coordination & Business Development
- Sales & DPC & E-com Sales
- Global Operations / SCM Departments
- Global & Local IT
- External – 3rd Parties
- HR
- Finance & Controlling
- Marketing & Merchandising Operations
- Global Wholesale
Knowledge, Skills and Abilities:
- Be a confident, positive and driven leader of the team, ensuring you contribute to a high-performance culture in the team and department.
- Autonomous and independent working style with an entrepreneurial understanding
- Strong conflict management capabilities and very good communication skills
- Process-oriented mindset and in-depth understanding of complex correlations & cost management
- Analytical ability to recognize trends, create and implement respective strategies & efficiency measure