Senior Manager Customer Fulfillment

PURPOSE

Customer Fulfillment is responsible for managing the partnership between SCM and wholesale. It becomes the local SPOC for business, coordinating the complete process from sales order entry to on time delivery of all products to wholesale customers in the Clusters.

It is also responsible to identify supply chain initiatives that are mutually beneficial (revenue generations and cost reduction) to the adidas Group and customers which will provide a long-term impact for both parties in close collaboration and alignment with other SCM functions for implementation of strategic initiatives.

Key Responsibilities:

• Become the first and SPOC for Customer Services and Sales. Work in partnership with them to understand priorities addressing issues and risks providing solutions where possible including SCM processes.
• Financial target alignment with Controlling/Finance, Sales, Customer Service, validating order book availability and conversion; be instrumental in discussions regarding capacity planning, opportunities/constraints from DC's acting as be key liaison to OBF, CS, Sales and Finance functions alike.
• Drive order book conversion by working with business key areas; evaluate speed and availability drivers, address availability and efficiency topics Work proactively with them and customer service to implement corrective actions to achieve monthly and quarterly objectives (e.g net sales, COTIF).
• Ensure maximum stock allocation (OTA/COTA) and OTIF/COTIF results for wholesale customers. Support business financial targets and the “on time” and “in full” delivery highlighting risk and/or opportunities through Europe standard availability reporting tools.
• Investigate the drivers behind the COTIF vs COTA gap driving timely conversion; pro-actively communicating as necessary with EOF to optimize DC productivity levels and driving order book conversion with Sales, Customer Service related to the pre-pack campaigns, launches according to financial and SCM requirements
• Manage and provide service excellence to all relevant interfaces to ensure order book execution, issue resolutions and integrity on time product availability, order book conversion and outbound delivery.
• Deliver transparency of availability including but not limited to, on time, late and not mapped orderbook as well as information of the issues to internal and external customers (in alignment with Sales/Customer service)
• Produce and distribute customer centric KPI-pack and provide business insights to all relevant stakeholders.
• Develop strong on-going relationships with the management team of our wholesale customers, including Sales, customers Service and Demand Planning.
• Support partnership in our supply chain relationships with customers to enhance service and costs efficiency, implement improved supply chain solutions and or road maps with our wholesale partners; incorporate mutual beneficial agreements in Sales discussions and TI where applicable.
• Ensure all projects are managed within specified timelines and within budget with follow up and post project review with quantified results. Ensure timelines and deliverables are in line with initial planning shared with customers and other support functions.
• Collect, prioritize and provide solution to wholesale customers regarding specific requirements (SHAS/SHAD), working with our global partners to provide the optimum solution whether this is existing or developing innovative solutions at the best costs
• Develop a strong team, provide training, coaching, professional growth, and career planning to ensure organizational health and sustainability
• Ensure team members are fully aware of performance and drive to achieve KPIs
• Evaluate performance of direct reports biannually

Key Relationships:

• Cluster Customer Service, Sales and Finance
• Other Supply Chain Management Europe functions (Product Supply, Order Fulfillment, DC Ops etc.)
• Distribution Centers Europe
• Strategic Customers

Knowledge, Skills and Abilities:

• Ability to motivate and lead teams
• Strong interpersonal skills combined with a high degree of customer orientation; can navigate easily within complex organizations, connect with a variety of functions, audiences, management styles, or cultures and create/foster relationships.
• Good understanding of the customer and consumer journey paired with the ability to turn ideas into action
• Strong analytical and process thinking
• Able to accept and meet deadlines, involving effective time management capacity and sense of priorities and agility.
• Influencing skills
• Fluent in English (written and oral);

Qualifications:

• College or university degree with a focus supply chain management, alternatively, equivalent combination of education and related work experience in the field of Logistics, Footwear and/or Apparel
• Minimum of 7 years of work experience, preferably in Supply Chain Management or Customer Service environment within the footwear and apparel industry.
• Minimum of 3 years' management experience.