Adidas SR SPECIALIST ECOM POST ORDER OPERATIO 

India, Haryana, Gurugram 

164900902

Operational Excellence & KPI Achievement

• Reduce Cash on Delivery (COD) Share: Implement strategies to decrease COD transactions to improve cash flow and reduce financial risks.
• Optimize Order to Delivery Targets: Drive initiatives to shorten delivery times, enhancing the overall consumer experience.
• Minimize Return Percentage: Analyze return data to identify trends and implement measures to reduce return rates.
• Accelerate Return Processing: Streamline return processes to ensure faster refunds and increased customer satisfaction.
• Control Cancellation Rates: Monitor and reduce cancellation percentages, keeping them within target thresholds.
• Shorten Creation to Cancellation Duration: Implement processes to quickly identify and address potential cancellations.
• Resolve Stuck Orders Promptly: Ensure timely resolution of any orders delayed in the system to prevent customer dissatisfaction.
• Achieve Revenue to Net Targets: Align operational activities to meet or exceed revenue goals.

Stakeholder Management

• Coordinate with Supply Chain and LMD Partners: Act as the primary liaison for delivery issues and escalations, ensuring swift resolution.
• Collaborate with Internal Teams: Work closely with Platform Operations, Consumer Service, Legal, Global Business Services (GBS), and Service Management teams to ensure cohesive operations and policy compliance.

SLA Adherence and Peak Period Management

• Ensure SLA Compliance: Monitor operations to ensure all activities meet or exceed agreed-upon SLAs.
• Manage Peak Sales Periods: Prepare and execute operational plans for high-volume sales periods, ensuring scalability and efficiency.
• Conduct SLA Reviews: Regularly assess partner performance against SLAs, implementing improvements as needed.

Operational Improvements

• Optimize Order Fulfillment Processes: Identify and implement enhancements to backend systems (e.g., SFCC, SAP AFS, OMNI Hub) for smoother operations.
• Reduce Delivery Times: Collaborate with logistics partners to streamline delivery routes and methods.
• Improve Forecast Accuracy: Work with Supply Chain and Planning teams to enhance demand forecasting, reducing stockouts and overstocks.

Performance Reporting and Analysis

• Conduct Root Cause Analysis: Investigate performance issues against KPIs and implement corrective actions.
• Prepare Management Reports: Generate recurring and ad hoc reports and prepare PowerPoint presentations for senior management, highlighting key insights and recommendations.
• Escalate Critical Issues: Promptly bring significant operational challenges to the attention of senior leadership teams.

Key Relationships:

• Internal Stakeholders:
  • Platform Operations Team
  • Consumer Service Team
  • Legal Team
  • Global Business Services (GBS)
  • Service Management Team
  • Supply Chain and Planning Teams
  • SEA & PAC eCommerce Teams
• External Stakeholders:
  • Last-Mile Delivery (LMD) Partners
  • eCommerce Enablers
  • Global Omnichannel and Digital Platform Teams

Knowledge, Skills, Experience, and Abilities:

• Communication Skills: Excellent verbal and written abilities to manage cross-functional and cross-cultural relationships effectively.
• Analytical Skills: Strong ability to analyze data, understand trends, and make data-driven decisions.
• Multi-tasking and Prioritization: Proven capability to handle multiple tasks simultaneously in a fast-paced environment.
• Technical Proficiency: Advanced skills in Microsoft Excel (must-have), PowerPoint, familiarity with analytics tools, and understanding of Warehouse Management Systems (WMS) and Order Management Systems (OMS).
• Cultural Competence: Experience working across different cultures and time zones in SEA and PAC regions.
• Strategic Mindset: Ability to think strategically while paying attention to operational details.
• Problem-Solving Skills: Excellent ability to identify issues quickly and develop effective solutions.
• Stakeholder Management: Proven experience in building and maintaining relationships within a matrix organization.

Requisite Education and Experience / Minimum Qualifications:

• Education: Bachelor's Degree and MBA (preferred in Operations Management or Supply Chain Management).
• Experience: 3+ years in eCommerce operations with a strong track record in order fulfillment, supply chain coordination, and consumer experience. Experience in eCommerce is preferred.
• Leadership: Experience in managing or functionally leading teams, including third-party vendors, in remote or multi-location setups.
• Industry Knowledge: Familiarity with eCommerce enablers and marketplace operations in SEA and PAC.
• Interpersonal Skills: Strong ability to build and nurture relationships across various organizational levels and functions.