Manager Order Management & Fulfillment - Digital

As the eCommerce Order Fulfillment Manager, you will be the primary contact responsible for ensuring the highest level of service in order fulfillment, including handling orders and returns. You will manage daily order and returns performance, lead eCommerce and marketplace order processes in collaboration with Customer Service and other internal stakeholders, and lead new marketplace implementations and operational enhancements.

Key Responsibilities

• Identify and implement B2C fulfillment innovation trends based on market demand, research, and consumer insights.
• Define and establish consumer fulfillment processes that reduce costs and complexity while increasing consumer satisfaction, CSAT, and NPS.
• Drive cross-functional governance between Technology, Supply Chain, and Retail Operations to ensure technical scalability, especially during peak seasons such as Black Friday and Cyber.
• Serve as the center of excellence and first point of contact for eCommerce fulfillment requests.
• Monitor key performance indicators, service-level agreements, third-party logistics performance, and cost developments.
• Report and summarize operational status regularly.
• Support and coordinate eCommerce omnichannel demands.
• Ensure the end-to-end returns process is completed on time, from pickup through processing, and help guarantee fast refunds to eCommerce consumers.
• Drive consumer service satisfaction.
• Coordinate with local and global support teams to resolve eCommerce order fulfillment issues and follow escalation processes where necessary.
• Support project implementations, go-lives, and sustain phases for LAM countries.
• Manage multiple priorities under tight timelines and adapt quickly to changing business processes and partners.

Key Relationships

• Customer Service Teams
• Operations & Services Team
• Digital Analytics Teams
• adidas LAM Markets
• Global IT and project teams
• Local LAM warehouse teams
• Regional DTC & DPC teams

Qualifications

• University degree or equivalent education required.
• Broad and deep theoretical understanding of the functional area.
• At least 5 years of experience in the job or job function.

Culture

adidas fosters an athlete’s mindset through courage, ownership, innovation, teamplay, integrity, and respect. The company emphasizes diversity, equity, and inclusion as part of its culture and talent processes.