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Assistant Manager eCom Operations Backend

As an Assistant Manager Backend in the .com, mobile and OMS operations team you will be responsible of providing key support and execute the day to day business in the local eCom organization of Adidas and Reebok. The team is key to make sure the premium experiences our customers deserve and expect come to live as intended, and is a key partner elevating the eCom business to even higher standards. You will be working across several systems to ensure smooth day to day operations throughout the entire customer journey, where the platform landscape is constantly changing. Driven by your natural technical mindset and your business operations acumen, you will be exposed to a broad portfolio of stakeholder groups working together on creating the future.

Key Responsibilities:  

Data analysis, troubleshooting and monitor and improve key business KPIs: 

  • Support local operations in providing input into global operations best practice definition, through data analysis and past experiences.
  • Support and suggest technical and data improvements on the full order lifecycle to ensure seamless consumer experience and following up on exceptions as identified.
  • Ensure dataflow is running flawlessly between eCommerce and order management systems, so business KPI’s and SLA’s are met.

Day to day Operations:

  • Manage order cancellation KPI’s and ensure report KPI reports are created every week.
  • Manage customer service tickets related order queries and ensure they are resolved on time.
  • Monitor and coordinate with IT service Managers for ticket prioritization & resolution and relay communication to line managers and relevant stakeholders.
  • Assist in identifying and implementing process and operational improvements in partnership with market and global teams.
  • Support the wider operations team to ensure overall team success and smooth operations.
  • Provide input to global teams to support the development and implementation of new consumer experiences and operational enhancements.
  • Monitor OMS and SCM update rollouts and ensure systems are stable.
  • Develop expertise in reporting tools such as Kibana to drive reporting enhancements.

Business Automation: 

  • Continuously improving processes by being able to build uses cases and requirement for automation initiatives.
  • Become the driver for automation project within OMS scope which related to Day to Day operations, as to improve efficiency and agility of the business

Education and Stakeholder Management: 

 

  • Become a subject matter expert in SCM (supply chain management) and OMS (order management) systems.
  • Provide creative solutions to existing problems and help drive ambitious sales targets.
  • Key local partner on technical rollouts impacting different aspects of the customer journey.
  • Go to person to get extensive information on actual and past issues.

Key Relationships: 

  • Global Teams: Global IT, Digital Brand Commerce, Digital Sales Solutions, Inventory and Order Management.
  • Local teams: Marketing, Brand Activation, Digital merchandising, Omnichannel, Analytics, Fulfillment, Content and Payment Ops, Supply Chain, Store Operations, Customer Service, Master data and Retail IT partners.

Knowledge, Skills and Abilities: 

  • Knowledge of eCommerce platforms, processes and data flows.
  • Knowledge of backend order management systems (IBM Sterling) and SAP.
  • Self-Motivated, approachable and quick to adopt new learnings.
  • Driven and passionate to understand new systems and technologies.
  • Analytical and problem-solving skill-set – continuous enhancement of data driven approaches to operations is a key goal for our team.
  • A clear understanding of business levers which impact eCom commercial success such as conversation rate, traffic, average order value, ‘Click-to-delivery’ & cancellation rates.
  • Organized and able to communicate and educate non-technical stakeholders.
  • Comfortable working independently towards common goals and agreed deadlines.
  • Comfortable working in a dynamic environment, where change is a constant.
  • Gets energized by going into the details.
  • Foundational understanding of the eCom architectural landscape on a high level.
  • Basic knowledge of IT components and how they are connected such as CDN, Middleware, APIs, Databases and Servers.

Requisite Education and Experience / Minimum Qualifications: 

  • College/University degree from an accredited institution in Computer Science, Information Management or Logistics and Supply Chain Management or equivalent combination of education and experience.
  • 2-3 years of eCommerce / Retail / Order Management experience, preferably within an Operations role.
  • Basic to intermediate knowledge of IT Systems, performance testing and monitoring, web analytics tool and Quantitative data analysis.
  • Practical experience in one or more of these solutions: MS-Excel, Salesforce Commerce Cloud (also known as Demandware) and Inventory/Order Management solutions such as IBM Sterling and SAP.
  • Basic to intermediate experience in workflow/task management and documentation solutions, such as Atlassian JIRA & Confluence.
  • Some experience in mobile app. developments, technical issue management, incident management and any coding language is a plus. 

 

adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an Equal Opportunity Employer.

Job Title:  Assistant Manager eCom Operations Backend

Brand:  adidas
Location:  Amsterdam
TEAM:  Digital
State:  NH
Country/Region:  NL
Contract Type:  Full time
Number:  269011
Date: