Manager Order Management & OF 

Purpose & Overall Relevance for the Organization: 

As a Manager in Order Management & Fulfillment at adidas ecommerce channel you are responsible for specific business processes affecting key stakeholders in global, regional and local environments. Your task is to drive standardization and continuous improvement of assigned processes in collaboration with markets and other business stakeholders. Driving best practices, success criteria and contributing to a culture of operational excellence are just a few of the key activities that will be expected from this role. Additionally, you will be the key interface for local business stakeholders and markets affected by the processes within your area of responsibility. 

Key Responsibilities: 

• Responsible for effective management and support of day to day technical order processing operations and interactions of our digital platforms which includes Salesforce, CommerceCloud, SAP AFS, and IBM Sterling, guarantying that eCom orders are all processed, invoiced and arrived to adidas group consumers, focusing on Customer Satisfaction and NPS 

• Manage the operational activities and resources related to fulfillment by closely monitoring the performance of the Central Distribution Centre (CDC) the carriers, marketplaces and related systems 

• Work with distribution center and omnichannel teams to support and monitor fulfillment processes and provide data analysis as requested 

• Be on top of business insights (i.e. service analysis) and industry trends and act as a key contributor in improvements and enhancements that serve the customer experience in the delivery service that adidas provides including the return process 

• Support operationally focused projects from a technical feasibility standpoint throughout implementations/go-lives/sustain phases for LAM countries 

• Drive and support project implementations or upgrades by performing testing on backend system related topics like omnichannel, OMS, app development & partner program implementations for both adidas and Reebok brands 

• Identify interdependencies with other functional areas and solve issues proactively 

• Conduct continuous analysis and monitoring of transactions, fulfillment processes and inbound/outbound order flow 

• Support Customer/Legal/Fiscal information requests from law enforcement authorities in alignment with legal and data protection departments 

• Create a supportive work environment in which employees are coached, trained and provided with career opportunities through development 

• Be the key operational center of excellence 

Key Relationships: 

• Customer Service Teams 

• Operations & Services Team 

• Digital Analytics teams 

• adidas LAM Markets 

• Global IT and projects teams 

• Local LAM warehouse teams 

• Local LAM Finance/Tax teams 

• Regional DTC & DPC teams 

Knowledge Skills and Abilities: 

• Strong problem solving and analytical skills 

• Advanced understanding of IT 

• Basic leadership skills are required 

• Solutions-oriented approach 

• Strong MS office skills, with an emphasis on Excel 

• Strong interpersonal and communication skills, both oral and in writing, to interact effectively and efficiently across departments with various levels of management 

• Fluent in English (written and spoken) 

• Ability to be detail oriented and manage multiple priorities under tight timelines 

• Ability to quickly adapt to changing business processes and business partners 

• Aptitude for learning new software applications 

• Preferably with knowledge of SAP, IBM Sterling, WMS and epayments environment. 

Requisite Education and Experience / Minimum Qualifications: 

• University degree preferred 

• 3-5 years of experience in eCommerce, Supply chain management, project management knowledge and experience. 

• Industry specific experience preferred