Sr. Specialist Consumer Experience
Gurgaon, HR, IN
3h ago

Purpose & Overall Relevance for the Organization :

As a Digital Consumer Experience Specialist, you will be responsible for driving execution and optimization of the Digital Consumer Experience across adidas in MENA.

You would be responsible for Consumer Experience and Experience Optimization initiatives, you’ll be the face for consumer centricity within the organization, giving input to the ecommerce strategy and executing it in the market to ultimately drive an increase in consumer satisfaction, revenue and profit.

Key Responsibilities :

  • Plan and implement merchandising strategy on the site and adapt the strategy to local needs.
  • Lead site real estate, search, sorting, and main navigation optimization to ensure conversion growth.
  • Identify areas of improvements based on data and track the outcome after the changes are implemented.
  • Ensure all campaigns are launched according to digital calendar and global guidelines.
  • Liaise with key stakeholders to ensure a best-in-class UX / UI on web and mobile app.
  • Reporting and actions on customer feedback, and areas of improvement.
  • Reduce returns & cancellations rates for ecommerce.
  • Translate global strategy and execute in the Market following global guidance for Consumer Experience, Product Launch, SEO, Guided Selling and Experience Optimization.
  • Oversee the timely execution of new capabilities and guidelines within the Market.
  • Undertake A / B testing to enhance the customer experience and drive higher conversion, AOV.
  • Ensure day-to-day operational excellence is supported through constant analysis, improvement and execution of critical team processes & reporting both inside and outside of your organization.
  • Build collaborative relationships with other EM eCommerce functions critical to experience delivery - including Analytics, Merchandising and Digital operations and with e-Commerce Clusters teams across the region.
  • Focus on Mobile App strategy and driving an improved customer experience and share of business on our Mobile App.
  • Key Relationships :

  • Cluster e-Commerce Teams
  • SCM and Operations Teams
  • Brand & Merchandising Teams
  • IT Team
  • Global Digital Brand Commerce Org (DBC) consumer experience counterparts.
  • Digital Activation Team
  • eCommerce third party Partner / Technology providers
  • Snr Manager Digital Analytics
  • Knowledge, Skills and Abilities

  • Experience driving an optimization strategy in an eCommerce business
  • A data driven mind-set. If you don’t have a passion for data, this role is not for you.
  • An inert ability to see opportunities to improve. Whilst focused on the front-end consumer experience, you should see this across all facets of the business
  • Ability to influence and collaborate effectively you’ll need to help shape roadmaps which you do not own within different departments within adidas to continuously improve the end-to-end consumer journey
  • Excellent English verbal and written communication skills, with the ability to communicate effectively across organization functions and levels.
  • Experience operating day to day operations in an eCom platforms and Content Management Systems (salesforce is a plus)
  • Experience in Microsoft Excel is required
  • Requisite Education and Experience / Minimum Qualifications

  • University Degree in Business, Marketing, or another related discipline.
  • Minimum 3 years of digital / e-Commerce positions.
  • Google analytics experience
  • Ecom platform operations knowledge is a plus
  • Excellent MS Office Skills
  • At adidas we have a winning culture. But to win, physical power is not enough. Just like athletes our employees need mental strength in their game.

    We foster the athlete s mindset through a set of behaviors that we want to enable and develop in our people and that are at the core of our unique company culture the 3Cs : CONFIDENCE, COLLABORATION and CREATIVITY.

  • CONFIDENCE allows athletes to make quick decisions on the field, to reach higher. For us at adidas confidence means acknowledging that we don’t have all the answers.
  • But we are willing to take risks, we try new things. And if we fail, then this is part of our learning it helps us improve.

  • COLLABORATION . Every elite athlete relies on partners : coaches, teammates, and nutritionists. We, too, know that we are stronger together.
  • Winning as one team takes open and candid dialogue, inclusiveness and trust in each other’s abilities and talents.

  • Being the best sports company in the world takes CREATIVITY . No great athlete succeeds by copying their predecessors’ training plans and strategies.
  • We have to be open to new ideas, explore, gain an edge and stand out. Only then can we succeed.

    adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees.

    We are an Equal Opportunity Employer.

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