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Manager Order Management & Fulfillment - Digital
adidas
Manager Order Management & Fulfillment Market
Department:
DTC - eCom
Direct Reporting Line:
Sr. Manager Post Orders Operations
Indirect/Second Reporting Line:
Director Post Orders Operations
Subsidiary/Country:
LAM
Location:
Colombia
GSMS Grade:
M4
Personnel managed:
Yes
Budget managed:
Purpose & Overall Relevance for the Organization:
As the eCommerce Order Fulfillment Manager, you will be the primary contact responsible for ensuring the highest level of service in order fulfillment, including handling orders and returns. Your role will involve managing the daily performance of orders and returns, leading the eCommerce/Marketplaces order process in collaboration with the Customer Service team and other internal stakeholders. You will also be leading new Marketplace implementations and operational enhancements to achieve excellence.
Key Responsibilities:
- Accountable to identify and implement B2C fulfillment innovation trends based on market demand, research and consumer insights.
- Define and establish new consumer fulfillment processes to reduce costs / complexity and to increase consumer satisfaction (CSAT / NPS).
- Drives Cross-Functional Governance between Tech, Supply Chain, and Retail Ops to ensure technical scalability during the year, especially during peak seasons (Black Friday, Cyber).
- Be the center of excellence and first point contact on eCommerce fulfillment requests.
- Monitor key KPIs, SLAs, 3PL performance and cost developments.
- Reporting and summarizing operational status regularly.
- Responsible for supporting and coordinating eCommerce Omnichannel related demands.
- Assure on-time returns E2E process from pick-up to processing. Key role to guarantee speed of refunds to eCom consumers.
- Drive consumer service satisfaction.
- Contact appropriate support locally and globally teams to solve any issue regarding ecom order fulfillment, assure solutions and/or follow escalation processes.
- Support project implementations/go-lives/sustain phases for LAM countries.
- Detail Oriented and manage multiple priorities under tight timelines.
- Quickly adapt to changing business processes and business partners.
Key Relationships:
- Customer Service Teams
- Operations & Services Team
- Digital Analytics teams
- adidas LAM Markets
- General IT and projects teams
- Local LAM warehouse teams
- Regional DTC & DPC teams
Knowledge Skills and Abilities:
- University degree or equivalent education required
- Broad and deep theoretical understanding of functional area
- Minimum 5 years of experience in job or job function
Requisite Education and Experience / Minimum Qualifications:
- 5 Years of experience
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.
At adidas, we strongly believe that embedding diversity, equity, and inclusion (DEI) into our culture and talent processes gives our employees a sense of belonging and our brand a real competitive advantage.
- Culture Starts With People, It Starts With You -
By recruiting talent and developing our people to reflect the rich diversity of our consumers and communities, we foster a culture of inclusion that engages our employees and authentically connects our brand with our consumers.
Job Title: Manager Order Management & Fulfillment - Digital