Senior Manager, Digital Backend Operations, APAC

Purpose & Overall Relevance for the Organization:

To support operations for the eCommerce business across APAC countries in the areas of fulfillment and Order Management for own ecosystem and select digital partners

Key Responsibilities: Fulfillment

  • Drive operational efficiencies and best practices in warehouse and fulfilment operations;
  • Manage the order fulfillment process to ensure the success of order processing, on-time delivery and return;
  • Drive order management improvement projects;
  • Drive Omnichannel fulfillment initiatives with global Omnichannel team and local sales channels;
  • Monitor contracts or agreements with delivery partner for expiration or renewal, and drive the contract negotiation alongside Operations team;
  • Manage and provide input for monthly and quarterly business review meeting to drive the SLA achievement alongside Operations team;



  • Closely manage the relationship with global ePayments team, Payment Service Provider and Acquirers for SEA operations;
  • Review Finance operations performance and support to make sure customers receive refunds in a timely manner;
  • Drive payment methods implementation in the region and identify new opportunities;


Performance optimization

  • Conduct regular performance evaluations and root cause analysis to review compliance with SLA, goals and agreed upon KPI’s. Take corrective actions where needed;
  • Manage relationship with counterpart and monitor the service quality including plan and prepare visits, share and exchange relevant information;
  • Manage relationship with internal stakeholders and external partner;
  • Identify operational areas for improvement and take appropriate action. Define and generate recurring and ad hoc reports for this purpose and escalate to the Director eCom when actions outside of scope are required;
  • Work closely together with Site Coordinators and other key relationships stakeholders from other locations and the Business Process Engineer to ensure all staff are aligned with regards to process execution
  • Manage projects from conception to implementation or participate in special projects as assigned;


Key Relationships:

  • eCom Managers in Country
  • External vendors for eCommerce business
  • Customer Service eCom Global
  • Supply Chain Operations – Regional & Country
  • Marketing Activations
  • CRM
  • Other adidas business units
  • Finance, Risk Management & ePayment
  • Legal


Knowledge, Skills, Experience and Abilities:


Requisite Education and Experience / Minimum Qualifications:

  • Education: Diploma / Degree in Business Administration, Engineering, or proven track record in a similar field
  • Experience working in a multi-cultural / international environment
  • 8-10 years of working experience in a eCommerce operations environment
  • Experience with leading or functionally driving teams or 3rd parties, preferably remotely
  • 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:

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:  Senior Manager, Digital Backend Operations, APAC

Brand:  adidas
Location:  Gurgaon
TEAM:  Digital
State:  HR
Country/Region:  IN
Contract Type:  Full time
Number:  491154
Date:  Nov 14, 2022