Senior Manager Customer Fulfillment (m/f/d)

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 for identifying supply chain initiatives that are mutually beneficial (revenue generation and cost reduction) to the adidas Group and customers, providing a long-term impact for both parties in close collaboration and alignment with other SCM functions for the 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 while 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 DCs acting as a 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 communicate as necessary with EOF to optimize DC productivity levels and drive order book conversion with Sales and Customer Service related to pre-pack campaigns and 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 order book 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 ongoing relationships with the management team of our wholesale customers, including Sales, Customer Service, and Demand Planning.
• Support partnerships in our supply chain relationships with customers to enhance service and cost efficiency, implement improved supply chain solutions and/or road maps with our wholesale partners; incorporate mutually 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 solutions 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, providing 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 the 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 skills.
• Able to accept and meet deadlines, involving effective time management capacity and sense of priorities and agility.
• Fluent in English (written and oral).

Qualifications:

• College or university degree with a focus on supply chain management, alternatively, an 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.

AT ADIDAS WE HAVE A WINNING CULTURE. BUT TO WIN, PHYSICAL POWER IS NOT ENOUGH. JUST LIKE ATHLETES, OUR EMPLOYEES NEED MENTAL STRENGTH IN THEIR GAME. WE FOSTER THE ATHLETE’S MINDSET THROUGH A SET OF BEHAVIORS THAT WE WANT TO ENABLE AND DEVELOP IN OUR PEOPLE AND THAT ARE AT THE CORE OF OUR UNIQUE COMPANY CULTURE: THIS IS HOW WE WIN WHILE PLAYING FAIR.

• COURAGE: Speak up when you see an opportunity; step up when you see a need.
• OWNERSHIP: Pick up the ball. Be proactive, take responsibility, and follow through.
• INNOVATION: Elevate to win. Be curious, test, and learn new and better ways of doing things.
• TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.
• INTEGRITY: Play by the rules. Hold yourself and others accountable to our company’s standards.
• RESPECT: Value all players. Display empathy, be inclusive, and show dignity to all.

adidas celebrates diversity, supports inclusiveness, and encourages individual expression in our workplace. We do not tolerate harassment or discrimination toward any of our applicants or employees. We are an Equal Opportunity Employer.

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