• Job Description

  Req#: 504481

  Purpose & Overall Relevance for the Organization:

  Our ambition with our adidas Membership program is to offer our consumers unique experiences and products across all consumer touchpoints to strengthen brand engagement and drive demand.

  As a Manager Membership Operations, you’ll be responsible for the quality and delivery of small to mid-scale digital projects that execute on Europe’s Membership strategy and help us build an industry-leading program of premium, personalized experiences at scale . Planning, executing and tracking projects and programs that deliver on consumer needs and business requirements, in collaboration with the respective digital and retail teams are a few examples of what is expected from this role.

  Key Responsibilities

  Responsible for on-going program improvement in Europe

  • Establish and project manage the EU Membership capabilities roadmap in collaboration with the EU Membership Director and partner functions such as CRM, Retail and Consumer Experience
  • Identify, consolidate and prioritize digital Membership product requests that deliver against EU strategic priorities and KPIs (Member engagement, acquisition and Full Price demand)
  • In partnership with your Analytics partners, support Digital Activation, CRM, Retail Activation and Consumer Experience in writing business cases to drive prioritisation of product requests with Global Product teams
  • Be the primary counterpart for Global product teams for new membership program capabilities
  • Partner with Global membership, country teams, eCom and Retail channels to define country specific requirements, ensuring at all times that the quality matches consumer expectations and business requirements
  • Coordinate and execute User Acceptance Testing (UAT) in collaboration with EU Ecom Ops, Digital Activation, CRM, Retail Activation and Consumer Experience
  • Establish and manage Governance throughout projects, ensuring relevant Global and EU teams are involved and held accountable as needed
  • Be the primary contact for the Europe Customer Service team, to ensure consumer feedback is used to prioritize product requests and day-to-day issues are addressed in a timely manner
  • Manage day-to-day issue resolution for existing capabilities and features, with operations and product teams, by identifying, logging and tracking issues that impact the consumer experience and/or business.

  Responsible for operational excellence within Membership

  • Ensure ongoing operational excellence of the Digital Product demand and delivery process between EU and Global product teams, with an eye to effectiveness and that things are delivered and working as intended
  • Deliver clear user documentation on Membership capabilities to enable EU teams to leverage them, and support with ongoing best practice sharing
  • Define, document and socialise membership processes to provide transparency across stakeholders
  • Ongoing program performance monitoring across key business and operational KPIs, in partnership with the Analytics team
  • Champion the standardization of membership processes across the adidas ecosystem to ensure a seamless omnichannel experience for members
  • Support with cross-functional program management and updates
  • Advocate a member first mindset at all times

  Key Relationships

  • Global Digital product teams
  • Europe Ecom Operations
  • Europe Digital Activation
  • Europe Retail Activation & Operations
  • Europe eCom Analytics
  • Europe eCom Customer Service

  Soft-skills

  • Product-led mindset with an outspoken advocacy for our members needs
  • Inner drive to mature processes and drive efficiencies
  • Strong communication and negotiation skills, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely
  • Analytical mindset with a desire to drive insights to action from our data

  Hard skills

  • Comfortable working with enterprise-level platforms and technologies
  • Project management and monitoring experience
  • Documentation and ticketing tool knowledge (e.g. Confluence, Jira etc. )
  • Fluent in English both verbally and written

  Requisite Education and Experience

  • 6+ years of experience in a Digital, eCommerce and/or retail environment
  • Functional knowledge in CRM and Loyalty programs
  • Experience in managing highly complex processes, involving multiple teams in different geographies
  • Experience in product management and/or working using agile/SCRUM methodologies a plus
  • Experience in leading a team is a plus

• About the company

  Adidas AG is a German multinational corporation, founded and headquartered in Herzogenaurach, Germany, that designs and manufactures shoes, clothing and accessories.

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