Manager, Consumer Engagement

Found in: beBee S SG - 1 month ago

Singapore adidas Full time
Manager, Consumer Engagement & Personalization eCommerce EM 

 

 

Area:                                                   Digital                        

Department:                                       Global eCommerce

Direct Reporting Line:                       Senior Director CX & Trading eCommerce, EM        

Subsidiary/country:                           EM, Singapore

Location:                                           

GSMS Grade:                                      M4

 

 

Purpose & Overall Relevance for the Organization:

We believe that through sport, we have the power to change lives. To change lives, we must build direct relationships with our consumers. And the best way to create these kinds of relationships is through digital. adidas eCommerce delivers a premium digital transactional experience centered around our consumers.  This role drives Consumer Engagement and Personalization initiatives while also supporting managing the Optimization and Governance across all digital platforms. The Consumer Engagement & Personalization Manager will partner closely with Country Cluster and Country eCom teams alongside additional EM and country stakeholders to drive Consumer Engagement, Personalization, and Optimization initiatives across EM.  This will include, but not be limited to, Personalization, Conversion Optimization (CRO), AB testing best practice sharing and governance, CRM optimization, search (internal and external) and product findability optimization. The role will act as a trusted advisor and subject matter expert to eCom country teams regarding personalization, consumer experience practice, optimization, and governance.

 

Key Responsibilities:

 

  • Accountable for Personalization capabilities coordination, rollout, and best practice implementation for EM region and countries.
  • Key POC for all Personalization related topics between global and country functions.
  • Develop Personalization playbook to drive enhanced consumer experience via Personalization capabilities and socialize concepts across EM teams.
  • Provide expertise and coordinate execution of site and app optimization to country eCom teams.
  • Contribute to the development of programs and initiatives driven by the Governance for EM eCom organization.
  • Collaborate with EM Analytics to develop reporting framework to track initiatives progress and report to key stakeholders.
  • Ensure timeliness and quality of reports, collect, and collate metrics to measure overall and specific performance of projects and initiatives.
  • Support personalization and CX initiative creation process and drive initiatives in partnership with Cluster and Country teams.
  • Support CRO & A/B testing initiatives.
  • Support CX, CRM, SEO optimization initiatives as needed.
  • Support onsite services such as user generated content and collaborate with relevant teams to ensure we are tagging products correctly.
  • Represent and/or support markets’ voice with Global Digital Product teams in key initiatives: Personalization, Commerce Next, Future of Content, Commerce Lite, etc. Inspire best in class mindset and progress development.

 

Key Relationships:

 

  • EM CX Leads
  • EM Merch Leads
  • EM SEO Lead
  • EM Analytics, S&P, Operations
  • Global Digital Personalization, COE teams
  • Country eCommerce leads
  • Country eCommerce buying & trading teams
  • Market Brand Activation & Digital Activation
  • Membership teams
  • Supply Chain & Logistics
  • Market IT
  • Finance

 

Knowledge, Skills and Abilities:

 

  • Experience with Digital Personalization capabilities, roadmapping, and implementation across multiple countries and stakeholders.
  • Consumer engagement frameworks experience and understanding a must.
  • Strong influencing skill; Presentation and Communication; Organization and Project Management.
  • A proven background in eCommerce with deep understanding of eCommerce processes
  • Analytical tools, e.g Adobe, GA, Power BI, Kibana
  • On and off-site optimization tools, e.g. Monetate, Yieldify, Certona, Fredhopper
  • Experience of a fast growth, in an international and matrixed corporate environment
  • Partner & vendor management
  • Fluent in written and spoken English is a must. Skills and abilities in other languages are an added plus.

 

 

Requisite Education and Experience / Minimum Qualifications:

 

  • University Degree in Business or another relative discipline
  • 5 years+ experience in digital/e-Commerce or other related Commercial discipline
  • Proficient spoken and written command of English  
  • Strong understanding & knowledge of regional and global market landscape and the respective customer   
  • Managed critical elements and cross functional and regional project 

 

 

 

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