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Senior Manager, Consumer Experience, Direct to Consumer - ecommerce
Adidas Group
Tokyo, , Japan
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Purpose & Overall Relevance in the Organization
The goal of the eCommerce (eCom) team is to deliver one integrated consumer journey to create a premium and seamless experience so that we not only meet their expectations, but also exceed them while meeting our targets when a consumer leaves our touch point.
Position Summary
The Consumer Experience Senior Manager will be responsible for driving and optimizing the consumer experience within the Japan eCommerce sites. Leading a team across consumer experience, site merchandising and master data teams, the Consumer Experience Senior Manager will be a face for consumer centricity within the organization, ensuring we are taking progressive steps forward towards a leading consumer experience that ultimately drives increases in satisfaction, revenue, and profit. This is not just about the on-site experience - the consumer journey does not end on a click of the buy button. The Consumer Experience Senior Manager will shape the program for optimization of campaigns, our production presentation, third party programs and the purchase process, ensuring a data-driven, consumer centric mindset is at the forefront of our decision making.
Key Responsibilities:
• Lead all aspects of Japan consumer journey through eCommerce experiences
• Manage UX, On-Site Merchandising/Master Data, and Consumer Delivery teams
• Establish strategy & operation processes to give a greater focus on consumer satisfaction (Net Promoter Score) and ensure that our short and long term roadmap is focused on making significant progress in this area
• Create formal processes for developing consumer-oriented experiences and prioritizing functionality and releases in partnership with demand management
• Ensure that the day-to-day operational excellence is supported through a clearly defined team structure and established reporting & team processes
• Collaborate with global counterparts to align on development roadmap and priorities
• Define the on-site merchandising strategy for product presentation, ensuring the adaptation to the different product tiers and seasonal behaviours
• Select and manage external agencies to support execution of consumer journey roadmap
• Build collaborative relationships with other eCommerce functions including Marketing, CRM, DTC Merchandising, IT, and Operations to support and achieve overall business objectives
• Establish a high performance culture and drive employee engagement, leading by example
• Identify and develop high-potential talents to fuel the succession plan in the team
• Look for opportunities to provide cross-functional experiences to the identified high-potential talents from both inside and outside of the team
Knowledge, Skills and Abilities:
• Entrepreneurial mindset – Results & Profit oriented
• Strong numerical skills and data driven mind-set. (*If you don’t have a passion for data, this role is not for you.)
• An unwavering ability to see opportunities to improve. While focused on the front-end consumer experience, you should see those across all facets of the business
• Excellent verbal and writing communication skills with the ability to communicate effectively inside and outside the level/function/organization, to accept new or modified standards or concepts with divergent interests, and to write and prepare executive-level business correspondences
• Specify new processes, products and/or standards based on organization strategy
• Steer development of recommendations with deep analyses and initiatives to complex tasks and projects
• Proven leadership and managerial skills; Set clear objectives for team members; Accountable for performance and salary reviews; Provide expertise in supervised area
• Fluent English required, Japanese preferred
Requisite Education and Experience / Minimum Qualifications:
• Bachelor degree in Statistics, Mathematics, Finance, Business Administration, Economics, or Similar Discipline
• Minimum 4-6 years of working experience in Consumer Experience in a global level
• 3+ years of working experience in a leading role in an online consumer-facing high transaction environment
• Minimum 4-7 years of experience with broad and deep knowledge in eCommerce focusing on conversion rate optimization
• Experience of defining a longer term roadmap for optimization across an eCommerce business
• Ideally have experience of working internationally and in settings requiring cross-cultural sensitivity
• Excellent English skills and Fluent Japanese preferred
Key Relationships:
• VP for Direct to Consumer and eCommerce Director
• DTC eCommerce Team
• Brand Department
• MOPS / CTC
• Marketing Department
• IT Department
• Global DBC Team
• Global Brand Marketing Stakeholders
• External Technology Partners