Director Fulfillment Operations and Development
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, and drives a critical part of the business, one that will offer the highest growth and profitability of any other, within the Commercial ecosystem.
The Director Fulfillment Operations and Development will strategically lead delivery and returns area from ecom side within Digital Operations EU, overseeing Fulfillment Operations, Operational Excellence and Delivery landscape pillars.
This role will be key partner with SCM Teams : Operations, Transport, Global SCM DTC and Network Development.
Key objectives are : 1. Ensure we live up to our promise in delivery and returns through continuous monitoring and analysis.
2. Deliver continuous improvement in process and service offering. Identify gaps and opportunities to improve our fulfillment service and driving those to completion in close collaboration with ecom teams, Digital Product and SCM.
3. Define delivery landscape strategy in close collaboration with SCM partners : delivery options we offer, speed and convenience, innovation in last mile and returns.
Key Responsibilities :
Accountable for delivery and returns operational performance, with OTIF, speed of return and consumer NPS as primary KPIs
Advocate consumer first mindset at all times. Lead the analysis of consumer feedback for delivery and return topics, define NPS targets, build improvement roadmap in close collaboration with eCom teams and drive to execution.
Define and drive delivery landscape strategy for Europe in collaboration with SCM, eCom teams and Global Product teams, covering fulfilment capacities, delivery & returns speed, capabilities offered to consumer based on consumer needs, consumer feedback analysis and latest innovations in the market
Represent market demand in respective areas with Global product and solutions teams. Drive prioritization and implementation of that demand to achieve maximum business efficiency
Accountable for enabling the expansion of the Fulfillment Delivery and Returns landscape (e.g. new distribution centers and new delivery services) in E-Commerce for Europe
Manage the department of 5-10 team members and provide the members / direct reports with a clear direction and targets that are aligned with business needs and senior management goals
Build efficient operations and development team, ensure solid succession plan for key roles, build development paths to grow future leaders and retain talent
Establish processes and best practices to be scaled for eCommerce teams within individual regions.
Key Relationships :
E-Commerce Operations, Consumer services, Consumer Experience, Analytics, Site Operations
SCM (Operations, Transport, Global DTC, Network Development)
Global Digital Product / Digital Sales Solutions
eCommerce management team
Knowledge, Skills and Abilities :
Excellent understanding of E-Commerce fulfillment process From Click to Delivery including Returns’
Knowledge of EU delivery landscape : key carriers, service offer, market standards
Extensive problem-solving skills, and ability to influence others
Ability to build and leverage cross-functional relationships
Ability to lead and motivate a team to achieve desired results
Ability to provide a framework for performance
Ability to coach, guide, manage and develop a team
Ability to cope with change, make decisions and act comfortably with risk and uncertainty
Proficient with Microsoft office suite
Excellent verbal and written communication skills.
You are a meticulous planner with experience setting and driving deadlines in operational and project environments.
Requisite Education and Experience / Minimum Qualifications :
10 years direct-to-consumer experience
5 years of working experience in a leading role in an online consumer-facing high-transaction environment
Experience in fashion retail logistics is a plus
Experience in SCM transportation and operations a plus
Successful multi-year experience on both market and global level
Strong experience in strategic and number driven management
At adidas we have a winning culture. But to win, physical power is not enough. Just like athletes our employees need mental strength in their game.
We foster the athlete s mindset through a set of behaviors that we want to enable and develop in our people and that are at the core of our unique company culture the 3Cs : CONFIDENCE, COLLABORATION and CREATIVITY.
CONFIDENCE allows athletes to make quick decisions on the field, to reach higher. For us at adidas confidence means acknowledging that we don’t have all the answers.
But we are willing to take risks, we try new things. And if we fail, then this is part of our learning it helps us improve.
COLLABORATION . Every elite athlete relies on partners : coaches, teammates, and nutritionists. We, too, know that we are stronger together.
Winning as one team takes open and candid dialogue, inclusiveness and trust in each other’s abilities and talents.
Being the best sports company in the world takes CREATIVITY . No great athlete succeeds by copying their predecessors’ training plans and strategies.
We have to be open to new ideas, explore, gain an edge and stand out. Only then can we succeed.
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.