Manager Order Management & Fulfillment - Digital

FashionUnited Group; Bogotá; Presencial; COP 120.000.000 - 180.000.000; Jornada completa

Descripción de la vacante

Adidas Group in Colombia seeks an experienced Manager Order Management & Fulfillment - Digital to own eCommerce order fulfillment, including processing orders and returns, and leading new marketplace implementations. You will collaborate with Customer Service and internal stakeholders to optimize processes and performance.

The role requires a university degree or equivalent and at least 5 years of relevant experience, with a focus on reducing costs, enhancing CSAT/NPS, and ensuring timely order

Formación

• University degree or equivalent education required.
• Minimum 5 years of experience in job or job function.

Responsabilidades

• Identify and implement eCommerce fulfillment improvements
• Define new consumer fulfillment processes to reduce costs and increase CSAT/NPS
• Coordinate cross-functional governance between Tech, Supply Chain and Retail Ops
• Lead new Marketplace implementations and operational enhancements
• Monitor KPIs, SLAs, and 3PL performance; report status regularly
• Ensure on-time returns E2E processing and refunds for eCom customers

Conocimientos

E-commerce Fulfillment

KPI Monitoring

Cross-functional Collaboration

Educación

University degree or equivalent

Descripción del empleo

Manager Order Management & Fulfillment - Digital

Manager Order Management & Fulfillment - Digital

Manager Order Management & Fulfillment Market

Department:

DTC – eCom

Direct Reporting Line:

Sr. Manager Post Orders Operations

Indirect/Second Reporting Line:

Director Post Orders Operations

LAM

Location:

Colombia

GSMS Grade:

M4

Yes

Budget managed:

Purpose & Overall Relevance for the Organization:

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. Your role will involve managing the daily performance of orders and returns, leading the eCommerce/Marketplaces order process in collaboration with the Customer Service team and other internal stakeholders. You will also be leading new Marketplace implementations and operational enhancements to achieve excellence.

Key Responsibilities:

• Accountable to identify and implement B2C fulfillment innovation trends based on market demand, research and consumer insights.
• Define and establish new consumer fulfillment processes to reduce costs / complexity and to increase consumer satisfaction (CSAT / NPS).
• Drives Cross-Functional Governance between Tech, Supply Chain, and Retail Ops to ensure technical scalability during the year, especially during peak seasons (Black Friday, Cyber).
• Be the center of excellence and first point contact on eCommerce fulfillment requests.
• Monitor key KPIs, SLAs, 3PL performance and cost developments.
• Reporting and summarizing operational status regularly.
• Responsible for supporting and coordinating eCommerce Omnichannel related demands.
• Assure on‑time returns E2E process from pick‑up to processing. Key role to guarantee speed of refunds to eCom consumers.
• Contact appropriate support locally and globally teams to solve any issue regarding ecom order fulfillment, assure solutions and/or follow escalation processes.
• Support project implementations/go-lives/sustain phases for LAM countries.
• Detail Oriented and manage multiple priorities under tight timelines.
• Quickly adapt to changing business processes and business partners.

Key Relationships:

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

Knowledge Skills and Abilities:

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

Requisite Education and Experience / Minimum Qualifications:

• 5 Years of experience

Want to know more about working at adidas Group?

Manager Order Management & Fulfillment - Digital