Purpose & Overall Relevance for the Organization
Through sport, adidas has the power to change lives. This role supports the day-to-day operations of the digital marketplace business, keeping consumers at the centre while ensuring a smooth and friction-free experience from order to hand.
Key Responsibilities
- Order Management: Support order processing, including validation, fulfilment, returns, refunds, and follow-up on order-related issues.
- SLA Management: Monitor last-mile delivery performance and support actions required to fulfil orders on time in full. Assist with weekly SLA and KPI reviews with vendors and marketplaces.
- Yearly Planning: Support capacity planning and SLA alignment with marketplace partners, local SCM, Platform KAMs, and Planning teams.
- Platform Operations: Coordinate marketplace operational matters with platform account managers and internal teams, supporting issue resolution and performance improvement.
- Stakeholder Management: Work with enablers, system integrators, internal technology, supply chain management, e-commerce, Platform KAMs, and finance teams.
- Finance Reconciliation Support: Assist with reconciliation of payments, refunds, and marketplace fees.
- Inventory Management: Help maintain healthy stock levels and follow up on inventory-related issues.
- Post-Order Customer Support Management: Support returns, refunds, and post-order escalations.
- Consumer Service Operations: Follow up on complaints, returns, refund requests, and product-related matters, including weekly SLA tracking.
- Data Analysis & Reporting: Prepare operational reports, review materials, and process documentation covering SEA fulfilment and backlog status.
- Process Optimization: Identify improvement opportunities and support backend operational enhancements to improve efficiency, reduce errors and cancellations, and lower costs.
- Process Stewardship: Maintain system and process documentation and support training or onboarding.
- Compliance & Policy Adherence: Support alignment with marketplace policies, local regulations, and company standards.
- Assist with strategic initiatives related to inventory management and revenue opportunity optimization.
Knowledge, Skills and Abilities
- Bachelor’s degree in engineering, economics, marketing, or business administration preferred.
- Understanding of multi-platform eCommerce.
- Experience managing marketplaces such as Shopee, Lazada, or Tokopedia at regional level for 3+ years is desirable.
- Strong data and Excel skills.
- MNC background and sensitivity to cross-cultural environments.
- Strong written and verbal communication and interpersonal skills.
- Collaborative approach and ability to build strong relationships.
- Excellent English and Vietnamese language skills.
Company Culture
adidas fosters an athlete’s mindset through courage, ownership, innovation, teamplay, integrity, and respect. The company is committed to diversity, equity, and inclusion.