Director, Digital Ops
4주전에
Purpose & Overall Relevance for the Organization:
The Digital Operations, Consumer Service & Program Delivery team aims to drive operations management, deliver best-in-class consumer service and build premium consumer experience across all digital touchpoints (.com, Flagship APP, Confirmed APP, 3rd party platforms).
Key Responsibilities:
- Operations
- Continous improvement of operational performance of Korea e-Com quality of service including at DC and Carrier level
- Set up and oversees that external vendors regularly meet Service Level Agreement within budget targets
- Translate KPI (including NPS, Delivery lead time, early/late cancellation…) changes into tangible actions plans by leveraging CS and Program delivery capacities
- Program Delivery
- Project Management
- Collaboratively steer, coordinate and prioritize e-commerce strategic priorities, support and track the implementation of key global and local projects
- Ensure OTIF of Korea CommerceNext project and other e-com platform related projects
- Lead/manage and coordinate all work and communication within local and HQ project team members
- Change management: Drive digital transformation to support Korea e-com and cross-functional teams in change management process following all major project implementation, proactively assess the need and drive the change in business processes, to meet the needs of consumers, brands and channels
- Strategic Planning: Drive the development of strategic and tactical planning for e-com Moonshot plan, aligned with global and local strategies
- Project Management
- Consumer Service
- Set up and oversees that external vendor regularly meets Service Level Agreement within budget targets
- Continous improvement of Customer Service performance by submitting appropriate requests for enablement or development of features allowing CS agents to improve performance
- Translate NPS and Voice of Customer into tangible actions plans by leveraging Operations and Program delivery capacities
- Management Support:
- Support e-Com Senior Director by acilitating on-going management meetings, monitoring and reporting business KPIs to key stakeholders
- Set up and control for OPEX and CAPEX Budgets in relation with Finance team
Key Relationships :
- eCom first line leads
- Internal stakeholders : Wholesale, Retail, After Sales, DC, Store, IT, Legal, SCM, Marketing, Finance Teams
- Outsourcing vendor, 3rd party service provider
- Senior Leadership team of adidas Korea
- Global eCom leads in HQ and eCom counterparts in other markets
Knowledge, Skills and Abilities:
• Excellent verbal and written communication skills, with the ability to communicate effectively across organization functions and levels and to write and prepare executive-level business correspondence.
• Ability to diplomatically resolve conflicts and compromise.
• Ability to manage multiple projects and priorities simultaneously.
• Ability to work independently to achieve the eCommerce mission.
• High level of analytical skills and international mindset
• Advanced knowledge of MS Office applications (Outlook, Excel, PowerPoint, Word)
• Expert Excellent knowledge of MS-Office applications
• High level of analytical skills international mindset
• Knowledge of general business processes of eCommerce
• Holistic thinker – can establish and drive end-to-end strategies and initiatives encompassing multiple functions
• Strong business acumen in driving eCom channel net sales, margin, profit and inventory.
• Advanced financial knowledge and skills, and the ability to leverage this for business planning and budgeting.
Requisite Education and Experience / Minimum Qualifications:
- University degrees or bachelor's degrees (BA.) from four year college or university, preferably in Business, IT, Marketing, or Communications
- A minimum of 8 years of job experience in sales operations or related eCommerce experience
- Experience working in an international company
- Business experience in the Sporting Goods, Apparel or Sport Lifestyle or Consumer Industry preferred.
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