Senior Manager, Consumer Experience, Direct to Consumer - ecommerce

Job description

Country: Japan
Job Function: Digital

State / Province: Japan
Position Type: Full time

City / Location: Tokyo
Brand: adidas

Relocation: No Selection

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

試用期間：有（6ヶ月）

就業時間：9：30－18：00（休憩1時間、フレックスタイム制あり）

基本給：年700万円～1200万円

ボーナスターゲット：基本給の15％（1月から12月の業績・評価を基に翌年3月に支給。入社日に応じて期間按分あり）