Manager - Digital Fulfillment Operations

Purpose & Overall Relevance for the Organization:

E-Commerce Fulfillment is at the core of our operational online business. With millions of parcels to be shipped out and processing returns we strive for the best experience for our consumers. No day is the same when covering 19 markets for 2 big brands. The consumer expectations grow every day, as our fulfillment landscape complexity.

The position is to make sure we can keep up with this expectation and create moments that matter. Implementing new capabilities in our delivery landscape are on the top of the list, and at the same time the operational execution for outbound and inbound activities must be as flawless as possible. You will closely work together with the many internal and external stakeholders where system knowledge, consumer understanding, process thinking, and clear communication & structure come all together to strive for operational excellence.

 Key Responsibilities:

  • Accountable for Fulfillment Processes in E-Commerce for Europe, and ensuring that our stakeholders have at all time access to this information via our Knowledge base
  • Responsible for day 2 day operational activities for Fulfillment in close collaboration with SCM, Customer Service, Consumer Experience, DC and Carrier teams
  • Improving the fulfillment performance for 19 markets by identifying critical constraints and determine actions to overcome these in close collaboration with Operations, SCM, Customer Service and Consumer Experience team
  • Daily monitoring and challenging the E-Commerce performance of our Supply Chain – including DC and carrier performance – to ensure the best possible performance for our consumers. Escalate where required based on facts-based arguments
  • Responsible for summarizing the operational status on a regular basis by providing the right (operational) reporting and KPI/SLA measures
  • Improve Fulfillment reporting capabilities to further drive fact-based decision
  • Drive continues improvement for fulfillment by daily monitoring NPS output from our consumers and influence our stakeholders based on these valuable insights
  • Perform ‘bridge’ function between SCM and Europe E-commerce business and Marketing to ensure a smooth consumer experience, and implement new E-Commerce Demands
  • Lead regular meetings with key stakeholders to strive cross-functionally for operational excellence
  • Lead projects to review operational procedures towards the goal of improving the consumer experience. Manage on-going projects by defining timelines and milestones, writing project briefs and defining specifications as required.
  • Manage team resource, potential new resources and the development of the team members.


 Knowledge, Skills and Abilities:

  • Excellent understanding of the E-Commerce process from ‘From Click to Delivery including Returns’
  • Extensive problem solving and analytical skills
  • Strong IT skills with an emphasis on Excel
  • Highly developed interpersonal and communication skills, both oral and in writing, to interact effectively and efficiently across departments with various levels of management
  • Ability to quickly adapt to changing business processes and business partners
  • Ability to be detail oriented and manage multiple priorities under tight timelines
  • Strong project management skills
  • Fluent in English (written and spoken)

Requisite Education and Experience / Minimum Qualifications:

  • University degree in Business Administration, Digital, SCM, IT or similar
  • 4 to 6 years of experience in E-Commerce Operations and/or operational assignments

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:  Manager - Digital Fulfillment Operations

Brand:  adidas
Location:  Amsterdam
TEAM:  Digital
State:  NH
Country/Region:  NL
Contract Type:  Full time
Number:  256530
Date:  Sep 18, 2020