Senior Manager eCommerce Post Order Operations

This role is for a Senior Manager eCommerce Post Order Operations.

For adidas, eCommerce is a key strategic priority with an ambitious annual sales goal and the overall objective to build a further successful pillar of our commercial business model along Retail and Wholesale. Consumers are at the heart of everything we do. Post Order Experience with focus on Deliveries and Returns, is a key are to impact customer conversion and retention. This role is in a sweet spot between Supply Chain, Digital operations, customer service and Customer Experience. This position will be responsible for owning order deliveries e2e, including projects execution, improvements, operations, own core KPI’s with the goal to lead to the best post order experience, operational excellence in aligned with the channel's business strategy.

Main Responsibilities

• Managed E2E deliveries for EU from Check out to delivered in a complex network of multiple DC’s and stores. Responsible for operational excellence to managed issues that might rise due to implementation of projects, mitigation plans, new capabilities, network changes, etc.
• Drive the day-to-day operational activities related to Delivery operations by closely monitoring the E2E delivery performance, across the Distribution Centres, carriers and 19 markets.
• Initiate the right actions to ensure that the delivery services are meeting SLA and escalate to relevant Sr. management when required by providing facts and figures
• Connect with Fulfillment Product Owners and Supply Chain stakeholders to follow up the implementation of new functionalities or services, for example, implementation of new carriers, PUDO, promise engine logic, tender, digital innovations, etc
• Good Will Credit (GWC) to minimize lost deliveries, missing items and establish the right procedures that enable us to correctly applied GWC policies.

Day-to-day Operations

• As part of the daily operations and DC integrations, this position will oversee:
• Ontime follow-up on process deviation with an effective resolution action and time
• Continuous effective and efficient monitoring of performance
• On-time escalation of critical execution with high business impact, including the right level of detail to support driving solutions

Key Relationships

• Ecom Supply Chain (Transport & Warehouse Teams)
• eCom Operations, Consumer Services, Analytics, Partner Program
• Global Digital Operations
• Global IT & Finance

Knowledge, Skills and Abilities

• Strong SCM/Logistics knowledge and project management
• Experience in ecom, CX, digital, retail is highly appreciated – since role is the voice of our customers within operations
• Outstanding problem-solving skills - able to identify, analyze, and propose solutions to various technical and business issues
• Strong analytical skills
• Strong interpersonal and communication skills, both oral and in writing, to interact effectively and efficiently across departments with various levels of management
• Fluent in English (written and spoken)
• Ability to be detail oriented and manage multiple priorities under tight timelines
• Ability to quickly adapt to changing business processes and business partners
• A can-do attitude and still high attention to detail, self-initiated and pro-active mind-set

Requisite Education and Experience / Minimum Qualifications

• University degree Business, eCom, Digital Marketing, Supply Chain or Economics. Master is a plus
• Working experience in supply chain, logistics, ecommerce, operations or retail (+4 years)
• Project management skill is recommended

At adidas we have a winning culture. But to win, physical power is not enough. Just like athletes our employees need mental strength in their game. We foster the athlete’s mindset through a set of behaviors that we want to enable and develop in our people and that are at the core of our unique company culture: this is how we win while playing fair.

• COURAGE: Speak up when you see an opportunity; step up when you see a need..
• OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow-through.
• INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things.
• TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.
• INTEGRITY: Play by the rules. Hold yourself and others accountable to our company’s standards.
• RESPECT: Value all players. Display empathy, be inclusive and show dignity to all.