Assistant Manager, Digital Platform Operations - Vietnam

Job description

Purpose & Overall Relevance for the Organization

We believe that through sport, we have the power to change lives. To change lives, we must build direct relationships with our consumers. And the best way to create these kinds of relationships is through digital. adidas eCommerce delivers a premium digital transactional experience centered around our consumers. This role will drive the day to day operations of our digital marketplace business ensuring we keep the consumer in the centre of focus while we ensure smooth and friction free experience from order to hand Key Responsibilities: Order Management: Support day-to-day order processing, including order validation, fulfilment, returns/refunds and follow-up on order-related issues to ensure accuracy and timeliness.

SLA Management

Monitor last-mile delivery performance and support actions required to fulfil consumers’ orders on time in full (OTIF). Assist in weekly SLA and KPI reviews with relevant vendors and marketplaces, and follow up on agreed actions.

Yearly Planning

Support yearly capacity planning and SLA alignment activities with key stakeholders including marketplace partners, local SCM, Platform KAMs and Planning teams.

Platform Operations

Coordinate marketplace operational matters with platform account managers and internal teams, supporting issue resolution and performance improvement.

Stakeholder Management

Work closely with enablers, system integrators, internal tech, supply chain management (SCM), e-commerce team, Platform KAMs and finance teams to support operational alignment and solution implementation.

Finance Reconciliation Support

Assist in the reconciliation of financial transactions, including payments, refunds and marketplace fees, ensuring accuracy and compliance with financial policies.

Inventory Management

Coordinate with stakeholders to help maintain healthy stock levels across relevant markets and support timely follow-up on inventory-related issues.

Post-Order Customer Support Management

Support enablers in managing returns, refunds and post-order escalations to help ensure a high level of customer satisfaction.

Consumer Service Operations

Liaise with enablers to follow up on consumer-related issues, including complaints, returns, refund requests and product-related matters. Support weekly SLA tracking with the enabler to maintain a strong consumer experience.

Data Analysis & Reporting

Prepare and maintain operational reports, review materials and process documentation to support team awareness and performance tracking of SEA fulfilment and backlog status.

Process Optimization

Identify process improvement opportunities and support implementation of backend operational enhancements to improve efficiency, reduce errors and cancellations, and lower operational costs.

Process Stewardship

Assist with creation and maintenance of system and process documentation, and support training or onboarding activities for relevant team members.

Compliance & Policy Adherence

Support alignment of backend operations with marketplace policies, local regulations and company standards. Assist in strategic initiatives and projects related to inventory management and revenue opportunity optimization.

Key Relationships

Platforms partners eCommerce enablers SEA eCommerce team EM Post order Ops team EM Digital Analytics team Local SCM Teams Knowledge, Skills and Abilities: Bachelor’s in engineering/economics/marketing/business administration preferred Understanding of multi-platform eCommerce Extensive experience of managing marketplaces such as Shopee, Lazada, Tokopedia at a regional level for 3+ years will be desirable. Comfortable with the rapid evolution of eCommerce technology and are excited to continue to develop and enhance knowledge, skills and experience.

Strong data and Excell skills MNC background and sensitive to cross-culture environment Strong (written and verbal) communication and interpersonal skills Collaborative; able to build strong relationships quickly Excellent English and Vietnamese language