Assistant Manager – Consumer Service

adidas; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading sporting goods manufacturer is seeking an Assistant Manager, Consumer Service to oversee and optimize customer service operations across emerging markets. This role involves managing contact center vendors, ensuring high service quality and efficiency, and driving KPIs to enhance the consumer experience. The ideal candidate will have a strong background in contact center operations and vendor management, supported by a bachelor's degree in Business Management and relevant experience.

Qualifications

• Strong knowledge of Average Handling Time (AHT) and service levels.
• Experience managing contact center vendors with performance oversight.
• Proficient in creating business review decks.

Responsibilities

• Ensure premium customer service delivery across Emerging Markets.
• Lead Consumer Service operations and manage contact center partners.
• Monitor and enhance service KPIs and consumer satisfaction.

Skills

Contact center operations

Vendor management

Performance tracking

Project management

Data analysis

Education

Bachelor’s degree in Business Management

Minimum 2+ years in contact center operations

Tools

Salesforce

JIRA

Microsoft Excel

Job description

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Location: Gurgaon, India

General Purpose

As an Assistant Manager, Consumer Service at adidas, you will play a key role in shaping and delivering a premium service experience for consumers across eCommerce and retail channels in Emerging Markets. You will be responsible for driving operational excellence within the contact center, focusing on efficiency, service quality, consumer satisfaction, and commercial performance. Your role also includes supporting a membership-first approach and contributing to a globally aligned customer service model through effective collaboration and best practice sharing.

What We Are Looking For

We are looking for a highly motivated and results-driven Assistant Manager – Consumer Service to lead and elevate the customer experience across Emerging Markets. The ideal candidate will bring a strong background in contact center operations, with hands-on experience in vendor/partner management, performance tracking, and driving continuous improvement in a digital-first, consumer-centric environment.

You will play a key role in managing external contact center partners, optimizing service KPIs such as Average Handling Time (AHT), service levels, and CSAT, while ensuring alignment with business goals through effective reporting, presentation deck creation, and stakeholder collaboration.

Key Responsibilities

Scope

• Ensure premium customer service delivery across Emerging Markets for all service channels.
• Lead and manage Consumer Service operations at the country level, ensuring time, cost, and quality targets are met.
• Act as the operational lead and first point of escalation for third-party contact center vendors.
• Oversee local implementation of global processes, ensuring alignment across regions.
• Support implementation of new functionalities or rollouts within the region.
• Ensure clear, standardized documentation of processes to enable transparency and ongoing improvement.
• Monitor and manage Consumer Service budgets in coordination with internal teams and external vendors.
• Identify opportunities to enhance the consumer experience based on stakeholder input and data insights.
• Drive performance accountability among CS vendors, ensuring delivery against KPIs and continuous improvement goals.
• Collaborate with senior leadership during regular performance and strategy reviews.

Day-to-Day Operations

• Monitor and improve key operational areas: open case backlogs, service levels, quality benchmarks, revenue generation, and member experiences.
• Lead regular business reviews (monthly, quarterly, annually) with CS vendors, identifying improvement opportunities and ensuring execution.

People Management

• Support vendors in maintaining an efficient organizational structure aligned with business goals.
• Evaluate team workload and operational efficiency using data insights and team feedback.
• Provide clear direction and performance targets to direct reports or vendor counterparts.

Key Relationships

• Post-order Operations
• Platform Operations
• Campaign Operations

Knowledge, Skills, and Abilities

Soft Skills

• Results-driven mindset with a strong understanding of strategic business dependencies.
• Proactive risk identification and mitigation planning.
• Flexibility in adapting to changing processes and partnerships.
• Excellent organizational skills with the ability to manage multiple priorities simultaneously.

Hard Skills

• Familiarity with enterprise-level platforms (Salesforce, JIRA, Omnihub preferred).
• Proficient in reporting and KPI tracking platforms.
• Strong project management and monitoring capabilities.
• Proficient in Microsoft Excel (including basic formulas).
• Excellent verbal and written communication skills in English.

Education & Experience

• Bachelor’s degree in Business Management, Communications, or a related field (or equivalent combination of education and experience).
• Minimum 2+ years of experience in contact center or consumer service operations, ideally in Retail, Digital, or eCommerce environments.
• Proven experience managing contact center vendors, including daily operations, performance oversight, KPI accountability, and continuous improvement.
• Strong knowledge of key service metrics, including Average Handling Time (AHT), backlog management, service levels, and revenue contribution.
• Proficient in reporting and data analysis, with the ability to turn operational data into clear, actionable insights.
• Experience in creating business review decks and confidently presenting performance updates to cross-functional stakeholders.
• Comfortable using enterprise tools such as Salesforce, JIRA, Omnihub, and Microsoft Excel.
• Proven expertise in consumer service operations and process management across multiple teams and international markets.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Sporting Goods Manufacturing, Retail, and Retail Apparel and Fashion

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