Manager Order Management & Fulfillment - Digital

This role includes responsibility to identify and implement B2C fulfilment innovation trends based on market demand, research and consumer insights, and define and establish new consumer fulfilment processes to reduce costs and complexity and increase consumer satisfaction (CSAT/NPS).

• Identify and implement B2C fulfilment innovation trends based on market demand, research and consumer insights.
• Define and establish new consumer fulfilment processes to reduce costs and complexity and increase consumer satisfaction (CSAT/NPS).
• Drive cross-functional governance between Tech, Supply Chain and Retail Ops to ensure technical scalability during the year, especially during peak seasons such as Black Friday and Cyber.
• Act as the centre of excellence and first point of contact for eCommerce fulfilment requests.
• Monitor key KPIs, SLAs, 3PL performance and cost developments, and report and summarise operational status regularly.
• Support and coordinate eCommerce omnichannel related demands.
• Assure the on-time returns end-to-end process from pick-up to processing and guarantee speed of refunds to eCom consumers.
• Drive consumer service satisfaction.
• Contact appropriate local and global support teams to resolve eCommerce order fulfilment issues, assure solutions and/or follow escalation processes.
• Support project implementations, go-lives and sustain phases for LAM countries.

• University degree or equivalent education is required.
• Broad and deep theoretical understanding of the functional area.
• Minimum 5 years of experience in the job or job function.
• Detail-oriented with the ability to manage multiple priorities under tight timelines.
• Ability to quickly adapt to changing business processes and business partners.

• Bogota, Dist, Colombia (CO)

Adidas believes that embedding diversity, equity and inclusion into its culture and talent processes gives employees a sense of belonging and the brand a competitive advantage.