Adidas ASSISTANT MANAGER / DIGITAL PLATFORM OPERATIONS 

Italy, Lombardy 

764171635

Key Responsibilities:

• Order Management : Oversee end-to-end order processing, including order validation, fulfilment, returns/refunds and resolution of order-related issues to ensure accuracy and timeliness.
• SLA Management : Monitor last-mile delivery and perform necessary actions to fulfill consumers’ orders on time in full (OTIF). Review weekly; SLAs and KPIs with the relevant vendors and marketplaces and perform necessary action to resolve the issues.

• Yealy planning : Lead yearly capacity planning and SLA alignment processes with key stakeholders incl., marketplace partners, local SCM, Platform KAMs and Planning teams
• Platform Operations : Act as the primary point of contact for marketplace operational matters, coordinating with platform account managers and internal teams to resolve issues and optimize performance.
• Stakeholder Management : Collaborate with enablers, system integrators, internal tech, supply chain management (SCM), e-commerce team, Platforms KAMs and finance teams to align operations and implement solutions.
• Finance Reconciliation Support : Support the reconciliation of financial transactions, including payments, refunds, and marketplace fees, ensuring accuracy and compliance with financial policies.
• Inventory Management : Work with stakeholders to maintain optimal stock levels across all markets.
• Post-Order Customer Support Management : Manage enablers on the returns and refunds, and post-order escalations to ensure high customer satisfaction.
• Consumer Service Operations : Liaise with Enablers to resolve Consumer-related issues that is not limited to Cuonsumer Complaints, Customer Return and Refund Request & Product related issues. Drive all established SLAs with the enabler on a weekly basis to ensure best in class consumer experience
• Data Analysis & Reporting : Create relevant review share and maintain process documentation for team awareness & feedback on SEA fulfilment and backlog performance across
• Process Optimization : Identify and implement backend process improvements to enhance efficiency, reduce errors and cancellations and lower operational costs.
• Process Stewardship: Assist with the creation and maintenance of system and processes documentation as well as with the training of relevant team members (i.e. onboarding, product exclusives, commercial dialogue, customer service)

• Compliance & Policy Adherence : Ensure all backend operations align with marketplace policies, local regulations and company standards.

Key Relationships:

• Platforms partners
• eCommerce enablers
• SEA eCommerce team
• EM Post order Ops team
• EM Digital Analytics team
• Local SCM teams

Knowledge, Skills and Abilities:

• Bachelor’s in engineering/economics/marketing/business administration preferred
• Understanding of multi-platform eCommerce
• Extensive experience of managing marketplaces such as Shopee, Lazada, Tokopedia at a regional level for 3+ years will be desirable
• Comfortable with the rapid evolution of eCommerce technology and are excited to continue to develop and enhance knowledge, skills and experience.
• Strong data and Excell skills
• MNC background and sensitive to cross-culture environment
• Strong (written and verbal) communication and interpersonal skills
• Collaborative; able to build strong relationships quickly
• Excellent English language skills