Purpose & Overall Relevance for the Organization:

This role ensures the success of digital operations across APAC countries in the areas of Campaign Operations, Backend Operations and Customer Service for adidas’ owned digital channels. It ensures smooth business operations across all parties involved, timely issue resolution and implementation of new features and projects.

Key Responsibilities:

• Work with backend, campaign and CS operations for the maintenance of SLA compliance.
• Review weekly; SLAs and KPIs with the relevant stakeholders, partners and vendors. Align actions and perform the necessary to resolve the issues.
• Monitor order flow and successful delivery of orders for pre & post-campaign and non-campaign periods.
• 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).
• Advise and collaborate with the local stakeholders on best practices for Digital Operations.
• Create relevant dashboards to improve marketplace practices in APAC.
• Be the point of contact for all issues found and their resolution.
• Track issue resolution time and align RCA processes with internal and external stakeholders and teams.
• Take ownership of system and digital products improvements from a digital operations perspective
• Benchmark digital product features and backend systems capabilities, identify gaps and plan against them
• Manage projects from conception to implementation or participate in special projects as assigned.

Key Relationships:

• eCom Managers in Country
• Customer Service eCom Global
• IT Service Management
• APAC eCommerce
• SCM and LMD Operatiosn in country
• Finance and ePayments
• Legal

Knowledge, Skills, Experience and Abilities:

• This role requires an individual who is a strategic and analytical thinker with excellent problem-solving skills, a strong work ethic, and a detail and results oriented approach.
• An individual with a backend background (IT/Supply Chain/Operations)

Requisite Education and Experience / Minimum Qualifications:

• Education: Diploma / Degree in Business Administration, Information Technoligy or other related degree
• Experience working in a multi-cultural / international environment
• Minimum of 5 years working experience in a marketplace environment,
• Able to work collaboratively with excellent time management skills and strong sense of urgency
• Adept in building and maintaining relationships in a matrix organization
• IT skills: Outlook and Word: Intermediate; Excel and PowerPoint: Advanced