Sr. Specialist, Ecom Post Order Ops

Purpose & Overall Relevance for the Organization:

Manage and optimize daily eCommerce operations across EMC regions with a strong focus on key KPIs, including order fulfilment, delivery times, returns, and cancellations. Collaborate with supply chain teams, 3PL & last-mile delivery partners, and internal stakeholders to resolve delivery issues and escalations promptly, ensuring strict SLA adherence and seamless operations—especially during peak sales periods. Drive continuous operational enhancements to uplift consumer experience and support revenue growth across the adidas ecosystem and digital partners.

Key Responsibilities:

·To support and lead the ongoing eCom operations in EMC regions consisting of UAE, KSA, Egypt & Morocco.

·Implement strategies to decrease COD transactions to improve cash flow and reduce financial risks.

·Drive initiatives to shorten delivery lead times, enhancing the overall consumer experience.

·Analyze return order journey to identify trends and implement measures to reduce return rates.

·Streamline return processes to ensure faster refunds to uplift Consumer Experience.

·Monitor and reduce cancellation percentages, keeping them within target thresholds.

·Monitoring of System order flow ensuring no-delays, efficiently through BI dashboards & Automated reports.

·Implement automation solutions (e.g., Excel macros, bots, or scripts) to reduce manual touchpoints in daily operations reporting.

·Act as the primary liaison for delivery issues and escalations, ensuring swift resolution, for both forward & return orders.

·Work closely with Platform Operations, Consumer Service, Legal, Global Business Services (GBS), and Service Management teams to ensure cohesive operations and policy compliance.

·Prepare and execute operational plans for highvolume sales periods, ensuring scalability and efficiency.

·Creating automation-driven escalation triggers for Order exception cases (e.g., for orders stuck in payment hold, tech failures)

·Identify and implement enhancements to backend systems (e.g., SFCC, SAP AFS, OMNI Hub) for smoother operations.

·Work with Supply Chain and Planning teams to enhance demand forecasting, reducing stockouts and overstocks.

·Investigate performance issues against KPIs and implement corrective actions, by having Weekly/Monthly reviews and provide visibility on action plans to line manager.

·Create data-driven dashboards/reporting visibility to managers to mitiage any

bottlenecks

·Provide periodic analysis/assessment on backlogs and performance through dashboards/reporting/power point presentations.

KPI’s:

·SLA Adherence on Delivery Lead times

·Next Day Delivery

·DC & Last mile SLA

·Bridging Tech Architectural gaps

·Inventory Synchronization

·Process enhancements & efficiencies

·Managing Cancellations

Key Relationships:

·Platform Operations

·Customer Service

·Supply Chain

·Planning

·Finance / GBS Team

·Legal team

·Data Solutions

·3PL Partner

·Last mile carriers

·Other eCommerce enablers

Knowledge, Skills and Abilities:

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·High-level planning, organizing and reporting abilities.

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Requisite Education and Experience / Minimum Qualifications:

·University degree in Business and administration / Supply Chain or Logistics.

·Proven experience in BI tools (Tableau, Power BI), with strong ability to create, interpret, and optimize data dashboards for operational decision-making.

·Minimum 3 to 4+ years of overall work experience in ecommerce / digital business & supply chain or Logistics.