Sr. Specialist Ecomm Digital Operations

Purpose & Overall Relevance for the Organization :

Key contact to drive and guarantee maximum level of service on LAM eCom post order operations (payments, orders and returns), monitoring the operation in a daily basis, leading the eCom order process with Customer Service team as well as internal stakeholders, SCM, IT, Finance globally and locally to deliver the maximum Customer Satisfaction and NPS.

Key Responsibilities :

- Review of payment experience
- Verification of the payment process for the LAM region
- Benchmark of adidas payment flow globally
- Identification and generation of improvement opportunities in the paymeny process
- Review and analysis of errors in the payment flow across various platforms

- Competitor payment benchmarking
- Management and updating of benchmark information
- Construction and automation of benchmark reports
- Review and analysis of best payment experiences in other industries
- Management of supplier costs
- Preparation of annual cost projection for the entire region
- Comparison of annual projection against actual execution
- Verification of accuracy in charges by suppliers
- Customer service review for the payment part
- Support to interns on payment-related issues
- Management of critical cases, including legal requirements
- Construcion and management of dashboards and customer service KPIs
- Management and analysis of payment behavior
- Daily analysis of approval rates and usage of different payment methods
- Daily analysis of chargebacks and their impact on operations
- Design and collaboration on monitoring tool development projects, such as analytics
- Analysis of reseller behavior and trends on the platform
- Active collaboration with other fulfillment teams (review of payment failures, refund issues, joint identification, and teamwork)

Key Relationships :
Customer Service

Customer Service

Global Technical Support

Service Management

Global Payments

Local SCM teams

Regional SCM teams

Knowledge Skills and Abilities :

University degree or equivalent education required

2 years of experience in Payments or related tasks

Skilled in Excel, able to handle large amounts of data

Skilled in PowerBI (highly desirable)

Stakeholder management, great communication skills in both English and Spanish