Purpose & Overall Relevance for the Organization:
This role exists to transform eCom Order Management from a reactive operations unit into a strategic enabler of topline revenue, operational resilience, and consumer experience.
You will lead Order Management performance, design and scale process innovations, and act as a key connector across Tech, Supply Chain, Digital Sales, and Consumer Experience. This role directly impacts Revenue Realization and Overhead Cost Reduction.
Key Responsibilities:
Order Management & Post Order Operations
- Own end-to-end Order Management performance across the EU eCom landscape
- Resolve system and process issues across DCs, platforms, and frontend/backends
- Build incident management practices that are proactive, scalable, and data-driven
- Lead preparation for peak events (e.g. Black Friday) to ensure order health, minimal cancellation, and fulfilment speed
- Drive Consumer Experience with CS Tickets handling by resolving consumer issues and improving CS Agents guides effectively
- Own following KPIs as metrics of success : % Order Cancellation Rate, %CTO Rate (CreateToShip), CS Tickets, Return Status Health.
- Drive automation and capability to improve our speed to identify and fix consumer friction in the order space
Strategic Process Innovation
- Define and prioritize automation opportunities using Celonis and process mining
- Build real-time monitoring systems and dashboards to surface key risks
- Drive new initiatives within the CS landscapes that enables agents serve consumers efficiently
- Drive consumer experience during development and rollout complex cross-functional projects
Key Relationships:
- Local Teams - Supply Chain, Customer Service, Analytics, Fulfilment teams.
- Global Teams - Digital Brand Commerce, Global IT, EMEA Delivery Hub Service Management, Digital Sales Solutions
- External Teams - External vendors
Knowledge, Skills and Abilities:
- Good presentation and communication (verbal and written) skills across different levels within a global organization.
- Self-motivated, approachable and quick to adopt new learnings.
- Analytical mind-set and innovative thinker - continuous enhancement of Data Driven approaches to operations is a key goal for our team.
- Effectively managing conflict with different levels of the organization for a common goal
- Assertive mind-set with strong perspectives to identify gaps and drive improvement in the area
- Comfortable with managing multiple threads and topics.
- Enjoys bringing structure and clarity to chaos
- Comfortable working independently towards common goals and agreed deadlines.
- Unphased by working in a dynamic environment where change can be constant
- Hands on experience with e-commerce solutions (Salesforce Commerce Cloud, Global-E as a plus), Order Management systems (IBM Sterling as a plus), Incident Management tools (Jira, Aspen)
- Knowledge of web analytics tools (Adobe Analytics), log analysis and management tools (Kibana/Elastic).
- Knowledge of Celonis process mining
Requisite Education and Experience / Minimum Qualifications:
- College/University degree from an accredited institution in Computer Science or Business/Marketing or equivalent combination of education and experience.
- 5+ years of eCommerce / Retail / APP experience, preferably within an operations role.
- Foundational understanding of the eCom architectural landscape on a high level.
- Good understanding of technical issue management and incident management practices.
- Foundational experience of payment as a plus
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.