Purpose & Overall Relevance for the Organization :
M aintain a highly impactive, brand orientated consumer experience within the adidas store.
Assist in the end-to-end service experience at all consumers within the designated consumer touchpoint , supporting all elements that provide a one-of-a-kind experience for our store and consumers.
Be the specialist within the designated consumer touchpoint and have a comprehensive knowledge and experience of product, features, benefits, competitors and the future marketplace to drive brand engagement, consumer centricity and store’s KPIs
Key Responsibilities :
Role model consumer service behaviours
Demonstrate confidence in their knowledge of their specialist area and optimize all consumer interactions.
Promote efficient ways to manage the consumer "life cycle," which includes all the steps consumer go through when interacting with organizations.
Foster consumer loyalty through high-quality interactions at each step and within the designated consumer touchpoint .
Responsible for improving the experiences consumers have with adidas, with the goal of increasing consumer satisfaction, brand engagement and conversion.
Provide feedback to all store teams on execution of service model across the designated consumer touchpoint.
Creates and drives a service culture by ensuring all activities are centered on the consumer.
Positively communicates and role models the adidas Brand Values.
Positively offers suggestions and ideas on ways to improve operations and processes within their area of expertise.
Communicates a desire to learn and seizes all available opportunities to drive own development and increase performance.
Drive appropriate level of audience segmentation to deliver personalised and relevant consumer service at the designated consumer touchpoint
Take full ownership of key performance indicators relevant to stages of consumer engagement and own performance
Key Relationships :
Consumers, Peers, Store Manager
Knowledge, Skills and Abilities :
Excellent networking skills and customer relationship management
Confident in using various digital tools and applications as a method to best service the consumer
Knowledge and skills in driving financial results through Consumer Experience Services
Has a background in sports or currently involved with a sports team / activity
Has a background in retail sales and / or in a customer service facing role.
Possesses and displays motivation and excitement within the specialist area
Ability to work in high-stress situations effectively without compromising their team’s success
Has good product knowledge of both Adidas & 3rd party products
Requisite Education and Experience / Minimum Qualifications :
Minimum 1 years’ experience working in a sports / fashion consumer & commercial focused retail environment or area of specialism.
Experience in managing high level retail image and delivering consumer in-store experience