New-Senior Consumer Experiences Managerr-adidas BJ SLT BC

Senior Consumer Experiences Manager – adidas Beijing SLT Brand Center

Area: GCA

Department: Retail                                                                        

Direct Reporting Line: Store Lead – adidas SLT BC                                                        

Location:  Beijing                                

GSMS Grade: SMA                                                

Number of Personnel Managed: 7                        

Purpose & Overall Relevance for the Organization:

1. To lead and manage a highly impactive, brand orientated consumer experience within the adidas SLT Flagship store
2. To manage the end-to-end service experience of all consumer touchpoints. 
3. Leading a team of CE experts that provide a one-of-a-kind experience for our Flagship and Creators Club consumers.
4. Establish and maintain a culture of consumer centricity within the store and team.
5. Leading on overall consumer engagement plans which drive increased conversion rates.
6. Provides innovative ideas to develop experiences that showcase our brand.

Key Responsibilities:

1. Developing holistic consumer journeys and shaping all consumer touchpoints: events, digital and print communication, social media interactions, to drive consumer conversion rates across all stages of engagement.
2. Track, oversee and optimize all consumer interactions.
3. Foster consumer loyalty through high-quality interactions at each step and touchpoint.
4. Responsible for improving the experiences consumers have with adidas, with the goal of increasing consumer satisfaction, brand engagement and conversion.
5. Responsible for the execution of all consumer touchpoints i.e., Activation Zone, Concierge Desk/team, 3rd party Services, Test & Create and Creator Hub Areas as well as providing expertise in service for all key product categories
6. Accountable for the seamless execution of in-store activations events, in collaboration with the Activations Manager, VM Manager and Retail Manager.
7. Partners with all Managers to ensure a unique brand center experience at the key touch points and consults to provide suitable training, scheduling, and feedback for the Expert staff.
8. Proactively coach the experts in store and partner with the retail training team to provide a 365’ education to drive ongoing training and development.
9. Supports and coach’s leadership to create a highly engaging and impactful shopping experience by adhering and elevating operational standards and process.
10. Understands the behavior and patterns of the brand center’s consumer base, draws conclusions from this and consults store teams to meet or exceed consumer expectations continuously.
11. Builds a team that is diverse and multilingual to enhance consumer engagement
12. Provide feedback to all store teams on execution of service model across all departments.
13. Creates and drives a service culture by ensuring all activities are centered on the consumer.
14. Positively communicates and role models the adidas Brand Values.
15. Positively influences all business stakeholders by offering suggestions and ideas on ways to improve operations and processes.
16. Communicates a desire to learn and seizes all available opportunities to drive own development and increase performance.
17. Drive appropriate level of audience segmentation to deliver personalised and relevant consumer touchpoints
18. Take responsibility for regular updates of the effectiveness of these plans against targets and adapt all communication plans to reflect the changing needs of target audiences.
19. Lead on the development of consumer benchmarking tools and analysis, to understand activities undertaken by competitors with a focus on recruitment, events, communication and overall consumer touch points.
20. Take full ownership of key performance indicators relevant to stages of consumer engagement.
21. Drive the development of a reporting/meetings framework and tracking of results.

Authorities:

Key Relationships:

1. Consumers, Peers, Key Retail Support Functions i.e., Marketing Activations, VM, Operations, Vendors and Supports Functions,Beijing Key City Team.

Knowledge, Skills and Abilities:

Requisite Education and Experience / Minimum Qualifications:

1. 4-year college or university degree in business, retail management, or related field.
2. Minimum 7 years’ experience working in a sports/fashion consumer & commercial focused retail environment with a minimum 5 years of leadership experience.
3. Experience in managing high level retail image and delivering consumer in-store experience
4. Geographical mobility is preferred.
5. Experience in people management, leading and directing multiple team members in a busy task-oriented environment.