Adidas ASSISTANT MANAGER DIGITAL OPERATIONS ECOM EUROPE 

France, Ile-de-France 

301459706

Purpose & Overall Relevance for the Organization:

As anAssistant Manager Digital Operations, eCom Europe

Key Responsibilities:

Platform Operations

• Constant monitoring and regular reporting business and platform operations KPIs in upper-funnel and lower-funnel (error rates, ATC, CVR, P2O)
• Monitor, coordinate and escalate with Digital Service Managers for platform incidents and problems resolution and relay communications to relevant stakeholders
• Support in managing ecommerce data across all the different platforms (inventory, product data and pricing etc.), support the accuracy and consistency of the data as per business requirements
• Interface with external partners to ensure data consistency and expected consumer experience

Order Management & Post Order Operations

• Constant monitoring and regular reporting order management and post order operations KPIs (order processing, cancellation rate, return rate)
• Monitor, coordinate and escalate with Delivery Hub Service Managers for ticket resolution and relay communications to relevant stakeholders
• Reports preparation and data analysisrelated to order management and post order operationsto identify trends, inefficiencies, and areas for improvement.
• Control the end-to-end order flow within the OMS, manage and solve stuck orders
• Customer Service supportfor daily order processing, operational payment and refund topics, complains investigation
• Ensure SCM collaboration and escalations
• Assure on-time returns process, e.g. in orders creation and returns reconciliation, to safeguard speed of refunds to consumers

Project Management

• Support operationally focused projects or enhancement requests with our local & global teams

Key Relationships:

• Local Teams - Supply Chain, Customer Service, Brand Activation, Digital Visual Merchandising, Analytics, internal Operations team
• Global Teams - Digital Brand Commerce, Global IT,EMEA Delivery Hub Service Management,Digital Sales Solutions
• External Teams - External vendors

Knowledge, Skills and Abilities:

• Good presentation and communication (verbal and written) skills across different levels within a global organization.
• Self-motivated, approachable and quick to adopt new learnings.
• Analytical mind-set and innovative thinker - continuous enhancement of Data Driven approaches to operations is a key goal for our team.
• Assertive mind-set with strong perspectives to identify gaps and drive improvement in the area
• Comfortable with managing multiple threads and topics.
• Passionate about problem solving and digging into details.
• Enjoys bringing structure and clarity to chaos.
• Comfortable working independently towards common goals and agreed deadlines.
• Unphased by working in a dynamic environment where change can be constant

Requisite Education and Experience / Minimum Qualifications:

• College/University degree from an accredited institution in Computer Science or Business/Marketing or equivalent combination of education and experience.
• 1-2 years ofeCommerce / Retail / APP experience, preferably within an operations role.

• Foundational understanding of the eCom architectural landscape on a high level.

• Good understanding of technical issue management and incident management practices.
• Foundational experience of payment as a plus

• Hands on experience with e-commerce solutions (Salesforce Commerce Cloud, Global-E as a plus), Order Management systems (IBM Sterling as a plus), Incident Management tools (Jira, Aspen)
• Knowledge of web analytics tools (Adobe Analytics), log analysis and management tools (Kibana/Elastic).