PURPOSE AND OVERALL RELEVANCE FOR THE ORGANIZATION:

 

Our vision is to build one connected Digital Ecosystem across channels that elevates consumer experience and maximizes consumer engagement with our brand. The Consumer Engagement organization brings this vision to life by utilizing a deep understanding of our consumers to develop meaningful and aligned consumer experiences across all touchpoints. This approach increases Customer Lifetime Value (CLTV), driving profitable growth across digital, retail, and wholesale channels. At the core of the Digital Consumer Engagement, the Membership Team leads the global membership strategy, driving it end-to-end across markets. The objective is to expand the program by retaining and engaging members and repeat buyers, fuelling the company's growth. Through the adiClub Program, we aim to continually innovate and deliver carefully crafted value propositions that excite, engage, and reward our loyal members, building deeper engagement and loyalty.

 

In this role, the Manager of Omnichannel Operations will develop and implement strategic processes with global and local stakeholders to optimize Membership Operations processes. The role is responsible for the execution of seasonal and quarterly Membership plans across all channels, leveraging the digital ecosystem in close collaboration with the Membership Planning team. Additionally, the Manager will oversee and execute Membership activations in respective markets, focusing on maximizing CLTV and repeat purchases. Ensuring alignment of processes and feasibility checks across channels. The Manager will also formalize and document processes to maintain transparency and track performance of engagement activities. Constantly innovating and elevating commercial and executional excellence with a data-driven approach.

 

KEY RESPONSIBILITIES:

 

Responsible for the execution of our seasonal and quarterly plans across all channels and respective markets, leveraging our digital ecosystem and collaborating with key stakeholders to ensure seamless execution, innovation, and excellence in member experiences and retention.

 

Membership Operations

Execute seasonal membership engagement strategies & campaigns for Business Units and Member Moments across all channels, leveraging our digital connected ecosystem, touchpoints and cohorts in close collaboration with the Membership Planning team. Lead the timely and excellent execution of Membership activations in respective markets, focusing on maximizing CLTV and repeat purchase, delivering value to our members and the digital ecosystem. Ensure alignment of processes and feasibility checks within your scope to the digital ecosystem integrating Global and Local Membership functions, Digital, Brand and Global Sales stakeholders. Formalize and document processes to maintain transparency and clarity for all stakeholders including performance tracking to evaluate engagement activities. Constantly innovate and elevate commercial and executional excellence, data driven and with membership at the core.

Project Management 

Implement standard project management approach and effective communication methodology Support program planning for cross-functional initiatives including deliverables, milestones, progress monitoring. Drive for results and monitor progress in achieving goals Infuse outside in ideas into the team to inform strategic thinking in team and allow for innovation and creativity.

 

People Management

Provide team members & peers with clear direction and targets that are aligned with business needs and Digital objectives Create a supportive work environment in which team members are coached, trained and provided with career opportunities through development

 

 

KEY RELATIONSHIPS:

Global & Market Membership Global & Market eCom Assortment, Buying & Planning Brand BU eCom Trading Retail and DPC Digital Activation Digital Planning & Consumer Engagement Digital Analytics Digital Strategy Digital Consumer Experience

 

KNOWLEDGE, SKILLS, ABILITIES:

5+ years of relevant experience Both global and local experience in Digital, Brand and/or Sales eCommerce and digital transformation Combines deep understanding of brand & business savvy Experience working with stakeholders and experts at various seniority levels Ability to handle ambiguity and untangle complex situations into actionable activities Distinctive pragmatic mindset and ability to prioritize with varying workload and importance Solutions-oriented approach and entrepreneurial mindsetStrong analytical skills Strong influencing and networking skills, personal impact Excellent presentation skills Strong MS-Office skills (Word, Excel, PowerPoint) Experience with loyalty program is a plus. Fluent English both verbally and written