Purpose and Overall Relevance for the Organization:
The person will support the daily operations of the Pacific E-commerce business by monitoring performance of the website and App and playing a key role in technical discussions with Global and Emerging Markets to provide local requirements and relevant inputs.
Key Responsibilities:
* Business KPI and SLA Monitoring
- Support local operations to input into global operations best practice definition, communication, monitoring strategy etc.
- Support and solve issues surrounding order flow and platform operations, with responsibility to raise tickets and communicate with stakeholders until resolution.
- Support with local operations and actions to ensure Order flow and Cancellation rate are achieving defined KPIs and SLA
Day-to-Day Operations:
* Support as first level of escalation for local market business functions for Platform and Payment operations.
* Monitor & coordinate with IT Service Managers for ticket resolution and relay communications to relevant stakeholders. Ensure a work around in case fix is not available.
* Ensure the success of the eCommerce Platform operations strategy through constant monitoring of the operational KPI's (conversion, checkout drop-off, transaction fees, payments, rejections, and order processing)
* Support in managing ecommerce data across all the different platforms (inventory, orders, returns, shipping costs, tax etc.) - support the accuracy, timeliness, and consistency of the data as per business requirements.
* Provide support and back up to E-Commerce Consumer Operations & Order Senior Specialist and other duties as required.
Project Management:
* Support operationally focused projects or enhancement requests with our local & global teams.
* Support for UAT and DRY run from Business side, and make sure all the critical workflows has been tested before cutover to prod.
Education and Stakeholder Management:
* Become subject matter expert on the platform capabilities.
* Provide creative solutions to push the envelope of the platform capabilities.
* Educate the internal eCommerce Stakeholders as well as other teams in the market (supply chain, retail, Brand etc.) on the platform capabilities.
Key Relationships:
* Emerging Markets: Digital Operations, eCommerce IT department
* Pacific: E-Commerce, Supply Chain, Brand, Retail Operations
* Global/regional: IT, Tech, Service delivery team
* External vendors: Consumer Service, Warehouse and Logistics
Knowledge, Skills and Abilities:
* A positive can-do attitude, bias for action and a team player
* Excellent attention to detail and data accuracy
* Strong problem solving, analytical skills and ability to think innovatively.
* Strong MS office skills and minimum intermediate Excel proficiency.
* Aptitude for learning new software applications.
* Strong interpersonal and written/verbal communication skills, and the ability to interact effectively and efficiently cross functionally and at different organisational levels. Fluent in English (written and spoken).
* Organized and able to communicate and educate non-technical stakeholders.
* Ability to be detail oriented and manage multiple priorities under tight timelines.
* Ability to quickly adapt to changing business processes and business partners.
* Knowledge of eCommerce platforms and processes preferred
* Capable to work in a team environment and coordinate multiple tasks
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
* 1-2 years of eCommerce / retail / digital / data analysis or reporting
* Basic to intermediate knowledge of web analytics tools
* Beginner experience using of MS-Excel, MS-Word and MS-PowerPoint.
What’s on offer?
A competitive base salary, bonus scheme and adidas employee benefits are also on offer to the successful candidate, these may include:
* Remote Work Options
* Employee Assistant Programs
* Parental Benefits
* Employee Discount on adidas Merchandise