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Assistant Manager Experience Optimization

Purpose & Overall Relevance for the Organization:

Do you have a passion for consumer experience? Do you enjoy optimizing digital experiences step by step? As Assistant Manager Experience Optimization you will be optimizing the consumer’s end-to-end browsing and shopping experience based on data and insight, with a focus on the checkout journey. You will be part of the lower funnel CX team that optimizes the Shopping Cart, Delivery, Payment and Returns experience. You’ll sit right in the centre of an exciting eCommerce team and work closely with Operations, Fulfilment, Customer Service and Global Digital Product teams. 

 

We are looking for a detail-oriented, data-driven team player who understands and explores what makes our consumer base tick. Through journey & data analysis you know what their pain points and questions are. You address these experience issues across the entire end-to-end journey for 19 European markets and 2 brands (adidas and Reebok), either in a leading or a supporting role.

 

Our goal is to evolve the consumer experience so that when a consumer leaves our touch point, we are not only meeting their expectations, but we are exceeding them - this role is key for delivering on this goal. 

 

Key Responsibilities

 

  • Uncovering consumer insights via web analytics, consumer feedback, internal / external research, session recordings and other data sources

  • Leveraging insights to boost conversions, reduce customer service calls, improve NPS and evolve the online customer journey

  • Influencing Global team and other stakeholders in the delivery of the website feature roadmap

  • Ensuring on-time project delivery and providing regular stakeholder updates

  • Collaborating and communicating effectively on cross-functional topics

  • Monitoring and reporting eCom performance across a variety of KPIs

  • Owning and optimising on-site Messaging across upper & lower funnel

  • Ensuring the on-site experience is localised and relevant for consumers in every EU market

  • Requesting and following up tickets for content changes and on-site improvements across teams

 

Key Relationships:

 

  • Digital Teams (Product Owners and UX)
  • Site Operations
  • Analytics
  • Customer Service
  • Fulfillment team

 

Knowledge and skills

 

  • Creative and energetic team player with a passion for insights and optimisation  

  • Excellent English verbal and written communication skills, with the ability to communicate effectively across a fast-paced, international organization

  • Data-driven and best practice mindset

  • Strong ability to develop influential and collaborative relationships with key stakeholders and the team 

  • Strong ability to create structure, prioritize and keep track of planned and ongoing activities  

  • Good understanding of eCommerce, consumer behaviour and online trends

  • Good understanding of digital analytics, (conversion) optimization and consumer branded commercial experiences 

  • Knowledge of optimization tools as well as heat-mapping and consumer feedback solutions

  • Previous work experience with payment or delivery experiences is an advantage

 

Requisite Education & Experience

 

  • Minimum 1+ years of relevant experience in eCommerce.
  • BA / BS in Analytics, Accounting, Economics, Finance, Business, Digital or related field (Master’s / Graduate qualification 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 Experience Optimization

Brand:  adidas
Location:  Amsterdam
TEAM:  Digital
State:  NH
Country/Region:  NL
Contract Type:  Full time
Number:  305689
Date:  Mar 26, 2021