Purpose & Overall Relevance for the Organisation:
With adidas China’s eCommerce business entering into a new phase of growth, driving operational excellence and flawless execution has become one of the most critical success factors for our digital organization to deliver a seamless, premium brand experience and achieve ambitious business growth targets. As such, we are looking for a seasoned leader to oversee end-to-end digital operations including the following key areas:
product master data, pricing & inventory configuration; product content management & publishing; post-order operations such as customer services and fulfillment excellence, ensuring best-in-class customer journey after purchase.
The ideal candidate must have an excellent understanding of the digital landscape and consumer behaviors and be able to shape how our systems and processes cancontinue to evolve and work the best effect through collaborating seamlessly with cross-functional key stakeholders such as IT and Supply Chain.
As the Senior Director Digital Operations, you will be responsible to oversee and manage the operations behind all of our digital platforms (owned APP’s, Wechat Mini-program, Tmall, JD, Douyin, PDD, RED etc) in terms of monitoring performance, streamlining services, and mitigate potential risks.You will also process a solid strategic vision for future eCommerce business models, digital consumer experiences and operations systems efficiency, identifying where we should invest to set ourselves for success in the mid to long term.
Key Responsibilities:
Strategic Leadership: Develop and execute the Digital Operations strategy, aligned with business goals and brand guidelines. Drive operational efficiency, scalability, and continuous improvement across all areas of responsibility. Champion digital innovation and automation initiatives to enhance speed, accuracy, and cost-effectiveness. Define and own key operational KPIs (e.g., content accuracy & speed-to-market, data quality rates, price/inventory accuracy, customer satisfaction metrics, fulfillment SLAs). Product Content & Experience: Lead the strategy and execution for best-in-class Product Detail Page (PDP) content creation, management, and publishing (copy, imagery, video). Establish governance for product information accuracy, consistency, and brand compliance across all digital channels (Owned sites, marketplaces). Oversee the end-to-end content workflow, ensuring timely publishing aligned with product launches, campaigns, and promotions. Leverage PIM (Product Information Management), DAM (Digital Asset Management), and Content Management Systems effectively. Product Data & Configuration Operations: Own the strategy and execution for Product Master Data management (creation, enrichment, quality control) for the China eCom ecosystem. Lead the end-to-end processes for accurate and timely product setup, including categorization, attribute population, and taxonomy management. Oversee critical configuration processes: Pricing setup (regular, promotional), inventory allocation, size/color configuration within eCommerce platforms. Ensure data integrity and alignment between core systems (e.g., SAP, PIM, eCom platform). Implement robust data governance, quality monitoring, and issue resolution protocols. Post-Order Operations Management: Provide strategic oversight and leadership for Customer Experience operations serving eCommerce customers (contact center strategy, quality assurance, performance management, technology roadmap including AI/chatbots). Lead the operational relationship and coordination with Supply Chain team to optimize the fulfillment experience (speed, cost, accuracy, returns) for end consumers. Drive initiatives to improve key post-order metrics (e.g., NPS, CSAT, first contact resolution, order accuracy, fulfillment speed, return rates & processing). Ensure seamless integration of post-order systems and processes for a unified customer view. Budget & Vendor Management: Own and manage the budget for the Digital Operations function. Manage key external vendor relationships (e.g., TP and Customer services agencies and vendors. Team Leadership & Cross-Functional Collaboration: Build, lead, mentor, and develop a high-performing, multi-functional operations team. Foster a culture of ownership, agility, data-driven decision-making, and operational excellence. Collaborate effectively with key stakeholders across Digital (Marketing & Content Production, Merchandising), Brand Marketing, Supply Chain, IT, Legal and Finance teams. Represent China Digital Operations requirements in global initiatives and forums.
Key Relationships:
eCommerce store management teams Digital leadership team and cross functions, including UIUX, digital marketing and buying, etc. Company level cross functions, including Brand Marketing, Merchandising, Supplychain, IT, Legal and Government Affairs, Finance and Procurement etc. External agencies vendors, customer service agents
Knowledge, Skills, Experience and Abilities:
Exceptional Leadership: Inspirational leader able to build, motivate, and develop high-performing teams in a matrixed organization. Strategic Thinker & Problem Solver: Ability to set vision, translate strategy into execution, and solve complex operational challenges. Operational Excellence: Deep understanding of process design, optimization, KPIs, and lean methodologies. Data-Driven: Strong analytical skills with the ability to leverage data for decision-making and performance measurement. Collaboration & Influence: Masterful stakeholder manager with excellent communication and influencing skills across all levels (peers, leadership, global teams). Agility & Resilience: Thrives in a fast-paced, dynamic environment. Manages ambiguity effectively. Customer Centric: Passion for delivering exceptional customer experiences.
Requisite Education and Experience / Minimum Qualifications:
10+ years of progressive experience in eCommerce, digital operations, or retail operations, within a large, fast-paced consumer brand or retail environment. Minimum 5+ years in a senior leadership role (Director level or above) managing large, diverse teams and complex operational functions. Deep, demonstrable expertise in at least two of the three core scope areas (Content Operations, Master Data/Pricing/Inventory Management, Post-Order/CX Operations), with familiarity across all. Proven track record in leading operational transformation, driving efficiency, implementing automation, and scaling operations. Extensive experience working with core eCommerce technologies (PIM, CMS, Order Management Systems, CRM platforms, ERP like SAP). Knowledge of adidas systems landscape a plus. Strong understanding of the China digital commerce landscape, consumer behaviors, key platforms (Tmall, JD, Douyin, etc.), and regulatory environment.