Purpose & Overall Relevance for the Organization:

 

We believe that through sport, we have the power to change lives. To change lives, we must build direct relationships with our consumers. And the best way to create these kinds of relationships is through digital. adidas eCommerce delivers a premium digital transactional experience centered around our consumers.

This role will drive the day to day operations of our digital marketplace business ensuring we keep the consumer in the centre of focus while we ensure smooth and friction free experience from order to hand.

 

Key Responsibilities:

 

Order Management: Oversee end-to-end order processing, including order validation, fulfilment, returns/refunds and resolution of order-related issues to ensure accuracy and timeliness. SLA Management: Monitor last-mile delivery and perform necessary actions to fulfill consumers’ orders on time in full (OTIF). Review weekly; SLAs and KPIs with the relevant vendors and marketplaces and perform necessary action to resolve the issues.

 

Yealy planning: Lead yearly capacity planning and SLA alignment processes with key stakeholders incl., marketplace partners, local SCM, Platform KAMs and Planning teams Platform Operations: Act as the primary point of contact for marketplace operational matters, coordinating with platform account managers and internal teams to resolve issues and optimize performance. Stakeholder Management: Collaborate with enablers, system integrators, internal tech, supply chain management (SCM), e-commerce team, Platforms KAMs and finance teams to align operations and implement solutions. Finance Reconciliation Support: Support the reconciliation of financial transactions, including payments, refunds, and marketplace fees, ensuring accuracy and compliance with financial policies. Inventory Management: Work with stakeholders to maintain optimal stock levels across all markets. Post-Order Customer Support Management: Manage enablers on the returns and refunds, and post-order escalations to ensure high customer satisfaction. Consumer Service Operations: Liaise with Enablers to resolve Consumer-related issues that is not limited to Cuonsumer Complaints, Customer Return and Refund Request & Product related issues. Drive all established SLAs with the enabler on a weekly basis to ensure best in class consumer experience Data Analysis & Reporting: Create relevant review share and maintain process documentation for team awareness & feedback on SEA fulfilment and backlog performance across Process Optimization: Identify and implement backend process improvements to enhance efficiency, reduce errors and cancellations and lower operational costs. Process Stewardship: 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)

 

Compliance & Policy Adherence: Ensure all backend operations align with marketplace policies, local regulations and company standards.

 

Key Relationships:

Platforms partners eCommerce enablers SEA eCommerce team EM Post order Ops team EM Digital Analytics team Local SCM teams

 

Knowledge, Skills and Abilities:

Bachelor’s in engineering/economics/marketing/business administration preferred Understanding of multi-platform eCommerce Extensive experience of managing marketplaces such as Shopee, Lazada, Tokopedia at a regional level for 3+ years will be desirable Comfortable with the rapid evolution of eCommerce technology and are excited to continue to develop and enhance knowledge, skills and experience. Strong data and Excell skills MNC background and sensitive to cross-culture environment Strong (written and verbal) communication and interpersonal skills Collaborative; able to build strong relationships quickly Excellent English language skills