Purpose

Platforms (e-marketplaces) play a key strategic role in accelerating our digital brand eCommerce strategy. Winning on these platforms through our flagship stores while delivering a premium end-to-end consumer experience will be key to success for this role. As Manager Partner Program Operations, you will be responsible for driving the success of eCommerce business and sales performance based on each platform strategy.

Partnering with multiple stakeholders, this role will drive operational performance of online platforms and ecommerce (where needed), cover all core functional capability pillars, support driving sales targets and maximize end-to-end consumer experience and journey

Key Responsibilities

• Create cataloguing templates for all the partners (Trendyol, Hepsiburada, Amazon) for timely PDP creation. Also create links for product images which adidas needs to share with the platforms for the PDP creation.
• Manage the master data / cataloguing for all Partner platforms (Trendyol, Hepsiburada, Amazon) and ensure all the articles are live through the 3P marketplace business for adidas.
• Manage the end-to-end process on the seller portals including the attribute and image creation (through external vendors) in order to list all articles on the platforms.
• Understand the reconciliation process for all partners and ensure that the settlement files for all partners are uploaded on SAP and work closely with the finance teams to resolve any errors coming on the files.
• Review and submit all invoices related to partner platforms and external vendors to the cluster finance teams
• Track warehouse operations closely to improve consumer experience thus NPS
• Follow-up with partners about deliveries, pick-ups, returns etc. on daily basis to find the right resolution, in order to ensure the seller rating of adidas is not impacted.
• Drive best in class eCommerce process definitions with global departments who will build proper solutions with our IT partners incl. omni-channel environment
• Support respective functions (SCM, Hub CS and ops): order management, fulfillment management, payment management and consumer services
• Assess the existing eCommerce system and process landscape to identify vulnerabilities and prioritize improvements to give input to Global for solution creation
• Manage external service providers / resources within the market if needed
• Monitor the end-to-end order flow from order submission to delivery to keep Ecom KPIs
• Ensuring with key stakeholders (hub and local operations teams) of flawless implementations of carrier services – both delivery as returns – that includes (and not limited to) on-time delivery, optimal order tracking capabilities, and timely implementation. This includes also business case definition, planning, execution and sustain activities
• Escalates where needed, based on fact-based information and defined alternative solutions, based on a holistic approach
• Responsible to create reports and run analyses within the entire platforms backend system landscape

Key Relationships:

• Partner Platforms
• Cluster Ecom team
• Cluster SCM / Operations / Warehouse teams
• Cluster Finance team
• Global and Hub eCommerce teams
• Internal and external service providers (CoE’s,3rd party vendors)
• Legal & Tax department
• Global IT and project management teams

Knowledge, Skills and Abilities:

• Direct to Consumer logistic and fulfillment order management experience
• Excellent SAP AFS knowledge
• Strong experience in partner platform’s (Trendyol, Hepsiburada, Amazon) seller portals specially in after sales processes
• Extensive problem solving and analytical skills to monitor performance and generates insights of the needs of the customer
• Highly developed interpersonal and communication skills, both oral and in writing, to interact effectively and efficiently across departments with various levels
• Ability to quickly adapt to changing business processes and business partners
• Strong process know-how and project management skillset
• Proven negotiation skills
• Fluent in English, spoken and written
• Excellent understanding of the eCom process flow ‘From click to delivery and returns’
• Excellent understanding of processes taking place on the interface of business and IT, including system knowledge within this area
• Ability to be detail oriented and manage multiple priorities under tight timelines

Requisite Education and Experience / Minimum Qualifications:

• University degree (preferable IT, engineering, statistics, business)
• +5 years of professional experience
• Sportswear industry experience is a plus
• Good communication skills, ability to work with stakeholders in different geographies
• Experience in working in cross-functional environments with a diverse stakeholder set
• Innovative mindset, encouraging change and taking personal ownership
• Understanding of retailer's operational processes and metrics
• Proficient in MS Office
• Fluent English, both verbally and written