Senior eCom Call Center Ops Lead - Premium CX & Revenue

adidas; Fatih; On-site; TRY 1,100,000 - 1,500,000; Full time

Job summary

adidas is seeking a Senior Specialist eCom Call Center Operations to oversee premium consumer service for eCommerce and adidas retail. The role focuses on driving revenue through multichannel contact centers, optimizing processes, and sharing best practices across a global operating model.

You will lead vendor relationships, manage KPIs, and ensure efficient, high-quality customer experiences while maintaining a membership-first approach.

Qualifications

• Degree in Business, Communications, or related field.
• 2+ years in contact vendor management in Retail, Digital or eCommerce.
• Expert knowledge in Consumer Service domain.
• Experience leading complex processes across multiple countries.
• 2+ years of team leadership.

Responsibilities

• Lead and manage Consumer Service targets across channels in Emerging Markets.
• Coordinate with local vendors to define processes and implement solutions.
• Act as the primary escalation point for the contact centre and manage vendor relationships.
• Formalize and document processes, ensuring transparency for evolution.
• Monitor KPIs, drive cost control with vendors, and improve CS outcomes.

Skills

Leadership

People management

Stakeholder mgmt

Negotiation

Communication

English fluency

Education

Business/related degree

Tools

Salesforce

JIRA

Omnihub

Job description

adidas is seeking a Senior Specialist eCom Call Center Operations to oversee premium consumer service for eCommerce and adidas retail. The role focuses on driving revenue through multichannel contact centers, optimizing processes, and sharing best practices across a global operating model.

You will lead vendor relationships, manage KPIs, and ensure efficient, high-quality customer experiences while maintaining a membership-first approach.