Sr. Specialist, eCom Post Order Operatio

Purpose & Overall Relevance for the Organization:

To manage and optimize day-to-day eCommerce operations across Southeast Asia (SEA) and Pacific (PAC) countries, with a strong emphasis on achieving key performance indicators (KPIs) related to order fulfillment, delivery times, returns, and cancellations. This role focuses on stakeholder management by coordinating with supply chain, last-mile delivery (LMD) partners, and internal teams to resolve delivery issues and escalations promptly. By ensuring strict adherence to Service Level Agreements (SLAs)—especially during peak sales periods—and driving operational improvements, this position contributes to enhancing consumer satisfaction and achieving revenue targets within the adidas ecosystem and select digital partners.

Key Responsibilities:

Operational Excellence & KPI Achievement

• Reduce Cash on Delivery (COD) Share: Implement strategies to decrease COD transactions to improve cash flow and reduce financial risks.
• Optimize Order to Delivery Targets: Drive initiatives to shorten delivery times, enhancing the overall consumer experience.
• Minimize Return Percentage: Analyze return data to identify trends and implement measures to reduce return rates.
• Accelerate Return Processing: Streamline return processes to ensure faster refunds and increased customer satisfaction.
• Control Cancellation Rates: Monitor and reduce cancellation percentages, keeping them within target thresholds.
• Shorten Creation to Cancellation Duration: Implement processes to quickly identify and address potential cancellations.
• Resolve Stuck Orders Promptly: Ensure timely resolution of any orders delayed in the system to prevent customer dissatisfaction.
• Achieve Revenue to Net Targets: Align operational activities to meet or exceed revenue goals.

Stakeholder Management

• Coordinate with Supply Chain and LMD Partners: Act as the primary liaison for delivery issues and escalations, ensuring swift resolution.
• Collaborate with Internal Teams: Work closely with Platform Operations, Consumer Service, Legal, Global Business Services (GBS), and Service Management teams to ensure cohesive operations and policy compliance.

SLA Adherence and Peak Period Management

• Ensure SLA Compliance: Monitor operations to ensure all activities meet or exceed agreed-upon SLAs.
• Manage Peak Sales Periods: Prepare and execute operational plans for high-volume sales periods, ensuring scalability and efficiency.
• Conduct SLA Reviews: Regularly assess partner performance against SLAs, implementing improvements as needed.

Operational Improvements

• Optimize Order Fulfillment Processes: Identify and implement enhancements to backend systems (e.g., SFCC, SAP AFS, OMNI Hub) for smoother operations.
• Reduce Delivery Times: Collaborate with logistics partners to streamline delivery routes and methods.
• Improve Forecast Accuracy: Work with Supply Chain and Planning teams to enhance demand forecasting, reducing stockouts and overstocks.

Performance Reporting and Analysis

• Conduct Root Cause Analysis: Investigate performance issues against KPIs and implement corrective actions.
• Prepare Management Reports: Generate recurring and ad hoc reports and prepare PowerPoint presentations for senior management, highlighting key insights and recommendations.
• Escalate Critical Issues: Promptly bring significant operational challenges to the attention of senior leadership teams.

Key Relationships:

• Internal Stakeholders:
  • Platform Operations Team
  • Consumer Service Team
  • Legal Team
  • Global Business Services (GBS)
  • Service Management Team
  • Supply Chain and Planning Teams
  • SEA & PAC eCommerce Teams
• External Stakeholders:
  • Last-Mile Delivery (LMD) Partners
  • eCommerce Enablers
  • Global Omnichannel and Digital Platform Teams

Knowledge, Skills, Experience, and Abilities:

• Communication Skills: Excellent verbal and written abilities to manage cross-functional and cross-cultural relationships effectively.
• Analytical Skills: Strong ability to analyze data, understand trends, and make data-driven decisions.
• Multi-tasking and Prioritization: Proven capability to handle multiple tasks simultaneously in a fast-paced environment.
• Technical Proficiency: Advanced skills in Microsoft Excel (must-have), PowerPoint, familiarity with analytics tools, and understanding of Warehouse Management Systems (WMS) and Order Management Systems (OMS).
• Cultural Competence: Experience working across different cultures and time zones in SEA and PAC regions.
• Strategic Mindset: Ability to think strategically while paying attention to operational details.
• Problem-Solving Skills: Excellent ability to identify issues quickly and develop effective solutions.
• Stakeholder Management: Proven experience in building and maintaining relationships within a matrix organization.

Requisite Education and Experience / Minimum Qualifications:

• Education: Bachelor's Degree and MBA (preferred in Operations Management or Supply Chain Management).
• Experience: 3+ years in eCommerce operations with a strong track record in order fulfillment, supply chain coordination, and consumer experience. Experience in eCommerce is preferred.
• Leadership: Experience in managing or functionally leading teams, including third-party vendors, in remote or multi-location setups.
• Industry Knowledge: Familiarity with eCommerce enablers and marketplace operations in SEA and PAC.
• Interpersonal Skills: Strong ability to build and nurture relationships across various organizational levels and functions.