Addidas Group 91074 Herzogenaurach, Germany
Apr 26, 2017Full time
We are currently looking for a Director Customer Service Field & Fashion (m/w) Purpose & Overall Relevance for the Organisation: As part of Western Europe supports the Field, Fashion, Franchise and Buying Group business in Central Europe West as well as in the area of order entry for all wholesale customers in order to achieve sales and market strategy targets Ensure a reliable, adequate and competitive customer service level for all CEW Field, Fashion and Franchise accounts, as well as Buying Groups for the brands adidas and Reebok Creation of a framework for an efficient and effective Customer Service organisation Support the Vice President Customer Service in achieving the area's targets Responsibilities : Accountable for a timely, correct and compliant execution of all related commercial business transactions within own area of responsibility ensuring a reliable and professional service level through disciplinary and functional leadership of the department. This includes:Fill vacant positions in alignment with the Vice President Customer Service Promote a high-performance culture by communicating clear expectations and setting individual targets Assess the performance and skills of team members as part of the performance appraisal, as well as conduct feedback meetings in a timely manner, steering performance and dealing with poor performance Coach and mentor the functional and social skills of all team members Manage talent with the aim of developing and retaining talented individuals Ensure smooth cooperation within the team and with all interfaces Fulfil the duty of care for team members (this includes working time management and absence management, complying with the regulations for maternity protection, etc.) Ensure compliance with employee-related adidas guidelines and all of the conditions set out in the legal framework Train and guide employees by applying best practices and provide ongoing information on projects and changed processes First point of contact for the employees with regard to job-related and technical questions and in cases of conflict escalation Develop and implement the market-specific CS strategy in alignment with the global Sales strategy together with the Vice Presidents Customer Service and Field Accounts as well as with the Senior Director Style Division to achieve the Group's targets and a high level of customer satisfaction Intensive communication with the Vice President Field Accounts and Senior Director Style Division to plan and develop processes and define roles and responsibilities between the interfaces Act as a business partner, providing guidance and advice in case of new customer requirements and business cases towards the Sales Management. Align with customers on current topics in order to understand their organisation and business demands to develop and enhance the cooperation. Ensure high quality service standards by defining, monitoring and meeting department KPIs and targets (quality and quantity related, response times) towards customers and internal interfaces. Define, implement and constantly optimize innovative and value adding CS specific and cross-functional business processes whilst taking into account both the company’s and department’s interests, as well as the needs of the customers. Drive and lead projects initiated by Customer Service both in own area of responsibility as well as cross-functional and participate in local and global projects, ensuring an optimal set-up of processes in the interest of Customer Service, implement results and ensure sustainability. Ensure a reliable and careful order book management as well as close cooperation with the Supply Chain departments to ensure customer satisfaction, increase stock turn and reduce overdue sales orders by on-time in-full deliveries (OTIF). Analyse and further develop relevant software and conduct process and software trainings for Sales employees and internal interfaces Drive and coordinate area-relevant and cross-functional change requests (RFCs) by acting as a SAP super user; locate and resolve errors in the event of problems Ensure compliance/ internal controls in regards of segregation of duties and conflict of interest within the CS area. Knowledge, Skills and Abilities: Confident leadership with cooperative management style and strong social competencies Autonomous and independent style of working, organisational talent Strong communication skills and self-assured manner High level of stress tolerance, solution-oriented and able to quickly gain knowledge Ability to recognise trends and their development and to create and implement the respective strategies Process-oriented and analytical mindset and in-depth understanding of complex relationships Project management experience Experience in working together with cross-functional and international teams Strong conflict management capabilities and communication skills Highly customer-oriented and cost-oriented approach High software application affinity and above-average user skills in MS Office, SAP/CRM and Business Objects Business-fluent in German and English (written and spoken) Basic knowledge of French a plus Requisite Education and Experience/Minimum Qualifications: University degree in Business Administration Minimum of 7 years' professional experience in sales (customer service or sales-focused project management), commerce or supply chain management, ideally in the sports, fashion or consumer goods industry Minimum of 3 years' relevant experience in leading larger teams (> 15 employees) We are looking forward to receive your application!