Purpose and Overall Relevance for the Organization: Manage and optimize daily eCommerce operations across EMC regions with a strong focus on key KPIs, including order fulfilment, delivery times, returns, and cancellations. Collaborate with supply chain teams, 3PL and last:mile delivery partners, and internal stakeholders to resolve delivery issues and escalations promptly, ensuring strict SLA adherence and seamless operations-especially during peak sales periods. Drive continuous operational enhancements to uplift consumer experience and support revenue growth across the adidas ecosystem and digital partners. Key Responsibilities: To support and lead the ongoing eCom operations in EMC regions consisting of UAE, KSA, Egypt and Morocco. Implement strategies to decrease COD transactions to improve cash flow and reduce financial risks. Drive initiatives to shorten delivery lead times, enhancing the overall consumer experience. Analyze return order journey to identify trends and implement measures to reduce return rates. Streamline return processes to ensure faster refunds to uplift Consumer Experience. Monitor and reduce cancellation percentages, keeping them within target thresholds. Monitoring of System order flow ensuring no:delays, efficiently through BI dashboards and Automated reports. Implement automation solutions (e.g., Excel macros, bots, or scripts) to reduce manual touchpoints in daily operations reporting. Act as the primary liaison for delivery issues and escalations, ensuring swift resolution, for both forward and return orders. Work closely with Platform Operations, Consumer Service, Legal, Global Business Services (GBS), and Service Management teams to ensure cohesive operations and policy compliance. Prepare and execute operational plans for highvolume sales periods, ensuring scalability and efficiency. Creating automation:driven escalation triggers for Order exception cases (e.g., for orders stuck in payment hold, tech failures) Identify and implement enhancements to backend systems (e.g., SFCC, SAP AFS, OMNI Hub) for smoother operations. Work with Supply Chain and Planning teams to enhance demand forecasting, reducing stockouts and overstocks. Investigate performance issues against KPIs and implement corrective actions, by having Weekly/Monthly reviews and provide visibility on action plans to line manager. Create data:driven dashboards/reporting visibility to managers to mitiage any bottlenecks Provide periodic analysis/assessment on backlogs and performance through dashboards/reporting/power point presentations. KPI's: SLA Adherence on Delivery Lead times Next Day Delivery DC and Last mile SLA Bridging Tech Architectural gaps Inventory Synchronization Process enhancements and efficiencies Managing Cancellations Key Relationships: Platform Operations Customer Service Supply Chain Planning Finance / GBS Team Legal team Data Solutions 3PL Partner Last mile carriers Other eCommerce enablers Knowledge, Skills and Abilities: Knowledge and understanding of B2C business Strong knowledge in Tableau / BI Dashboards are essential Strong communication skills Knowledge of Supply Chain and/or Logistics Strong Microsoft Office skills are essential. Ability to contribute to a high:performance team environment where efficiency is measured High:level planning, organizing and reporting abilities. Strong Analytical skill and problem:solving ability Attention to detail and accuracy Proven ability to develop long lasting relationships with internal and external stakeholders Team Player wi