People, Person, Apparel, Clothing

Marketplace Digital Operations Service Lead

Marketplace Digital Operations Service Lead

Hilversum | North Holland | Netherlands

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Nike, it's about each person bringing skills and passion to a challenging and constantly evolving game.

Strategy & Operations
Description

In Digital Supply Chain, we are relentlessly rolling out our strategy to reach a more premium service level for our Nike.com consumers, an important enabler to facilitate the double-digit growth. At Nike.com we are building the future supply chain capabilities for Nike overall. The supply chain strategy is based on the ever-changing demands of the consumer, creating agility to respond swiftly.

In the Marketplace Operations Digital Service Lead role you will be responsible for delivering service to our Nike consumers across EMEA, by interacting with both internal and external Nike partners. You can quickly adopt and apply the fundamental principles of the digital consumer-thinking and process improvement. In partnership with stakeholders from cross-functional teams you will contribute to delivering reliable click-to-deliver and return service for the nike.com consumers. You will contribute to achieving the accurate and timely delivery of products to nike.com consumers through effective order management.

• First Point of Contact - Manage Digital SC inbox and be the first point of contact for ad-hoc requests from x-functional teams across EMEA through quick and qualitative responses.
• KPI Reporting - Support Digital Service Performance Leads with insights on daily supply chain performance as input for weekly notes and digital supply chain performance updates (Weekly Pulse Update, Monthly Business Reviews and Monthly Supply Chain Reviews).
• Meetings - Participate and be pro-active in team meetings, huddles, and project meetings, stuck order meeting meetings and other ad hoc meetings to support the business and ensure the right service to nike.com consumers.
• Daily Ops - Monitor, identify and solve issues (ASN's, export docs, stuck orders) related to digital orders, deliveries, returns etc. Serve as the link between the ELC operations team, Consumer services, Production Support (Nike Tech), Distribution and Transportation teams in ELC.
• Daily Operations - Setup and drive the improvement of daily operational processes that have impact on the delivery services that we provide to the Nike.com consumer. (e.g. setup meetings to initiate improvements)
• Process improvement - Collaborate closely with the Nike Direct MPO Supply Management team to ensure all digital related tasks are followed up and executed (e.g. daily iDoc clean-up, Orderbook Management, CXL-dates Management, Unshippable Management, Aged Orderbook clean-up, Contract splits, Stock Transfers, Launch Key Door lists review).
• Order Management - Execute system changes related to events that could cause delay in the digital supply chain that might impact Estimated Delivery Date (EDD)-performance. Setup additional buffers in the EDD admin-tool, enable/disable order consolidation via Winshuttle and enable/disable Next Day Delivery service via ticket creation in Jira.
• System Management - Support with setting up new operational settings for new digital services or capabilities (setting up new IPP-partners, C&C points, etc.). You are the go to person to help project teams to test new services and capabilities and provide them with feedback.
• Relationship Management - Develop and maintain relationships with your key contacts in production support, ELC Ops, consumer services, buying coordinators teams as well as broader MPO Supply Chain teams
• Team - Build connection and demonstrate team work within Nike Direct and MPO organization
• Communication - Communicate professionally, efficiently, and tactfully with internal and external consumers through clear verbal and written communication

Qualifications
• You will come from a digital or multi-channel retailer or supply chain operations provider, and have extensive experience in supply chain operations management
• As our Digital Service Lead, you will have a track record of solving problems and challenges related to order fulfillment, on-time delivery, and systems process improvement
• You'll come from an environment that puts the customer at the center, and you will have a passion and track record of delivering superior customer service
• Good analytical and problem-solving skills that can support the right decision-making with respect to prioritization and escalation
• Strong written and verbal communication skills; effectively communicates with all levels of the integrated account team
• Good interpersonal skills; able to engage with the MPO teams and cross-functional stakeholders on an operational/tactical level
• Computer skills: MS Word, Windows, Excel, Power Point, SAP, Tableau
• Min Bachelor degree in Business/Supply Chain Management and/or Supply Chain apprenticeship
• Order management and SAP knowledge is a plus
• Fluency in English, both written and spoken

NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Job ID 00424764

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