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Accounts Operations Manager, South East Asia & India

Singapore, Singapore, Singapore

About the role:

This role sits in the Marketplace Operations function that is responsible for ensuring Nike's partners receive a premium service experience throughout the supply chain. 

The Accounts Operations Manager will; 

  • Provide expertise to Nike’s Strategic Retail partners focused on commercial & operational excellence & processes.  
  • Mutually develop strategic initiatives and resolve issues that enhance profitability, growth and customer loyalty.  
  • Share retailer insights and trends with internal business partners that allows Nike to develop commercial and supply chain programs and deliver capabilities that meet the needs of Nike and our Retail partners. 
  • Lead Commercial Operations Management. 
  • Develop a good understanding of the Nike commercial business and supply chain capabilities/ opportunities within territory and across APLA Geo. 
  • Understand and relate to customers and their needs by building a healthy relationship.  Focus on elevating, maintaining and improving service levels. 
  • Define improvement initiatives and projects to support sales and supply chain strategic pillars. Own, drive and execute specific commercial operations initiatives/projects. 
  • Ensure supply chain performance is constantly monitored through specific metrics against the agreed service level agreements and drive actions to improve accordingly. 
  • Channel supply chain requests from the Account/Integrated Account teams to the right players within Nike. 
  • Judge cost/benefits of those requests.


1.         20%     Account Relationship

Establish, maintain excellent relationships with the operational functions, Sales, Account    teams and key players across the business.

Be the primary contact for the Accounts’ commercial/ operations topics.

Communicate and obtain broad buy in amongst business leaders related to the implementation of commercial operations initiatives and strategies.

Facilitate cross-functional decision making related to commercial operations initiatives and requests for selected accounts.

Share best practices and work closely with account team and ops functions on commercial operations issues, which directly impact service levels.

Proactively influence internal business partners to ensure the needs and objectives of Nike’s retail account base are incorporated in all initiatives.  Bring the voice of the customer into the organization. Drive the operational component of the retailer relationship strategy.

Improve retail partnership through effective and aligned business processes.

Support the management of a profitable Retailer portfolio through claims and compliance reduction.

Represent Account requirements in the development of flexible Distribution strategies to meet retailers’ delivery requirements while minimizing costs.

Improve Service performance to accounts from all angles through influencing increased ownerships across the supply chain driven by education & communication

2.         30%     Business planning and alignment

Drive translation of APLA, Sales and SC strategies, along with Top Account Plans and customer strategies/requests into specific Account Ops strategies and ensure alignment.

Drive execution of operational account plans based on the defined strategies.

Summarize plans and communicate with business partners

Contribute to the APLA Account Operations business plan and quarterly

business planning updates.

3 .        30%     Supply Chain Management development

Develop and implement optimal Service model and Supply Chain for the account(s). Take into account GoTo Market scenario (up to 3 years) for the specific account.

Drive for Supply Chain improvements (speed to market and lowest cost) with accounts by implementing this agreed Service Strategy.

Incorporate Supply Chain enhancing initiatives such as Business to Business exchange, Direct Ship/ VAS, etc. 

Perform related cost/benefit analyses to facilitate change and ensure supply chain investments are leveraged against account relationship and terms package.

Drive execution of plans across NIKE matrix and through the operations groups at accounts

4.         20%     Drive Account Profitability (from an Account Ops P.O.V)

With account(s), develop and agree a Service Level Agreement (SLA), implement processes X-functionally and develop reporting to ensure performance can be measured and SLA goals will be achieved. 

Take ownership for and improve the Order-To-Cash process through the operational functions (CS, DL, IT, Sales, FI, DP/IM)

Ensure optimal planning (goal setting), order management, delivery flow, invoice reconciliation and other processes are in place and executed properly across the Nike matrix.

Maximize long term profitability and long-term revenues by making sure the right operational decision are made throughout the supply chain

Maximize synergy on infrastructure, system and vendor management between Nike and retailers

Seek enablers to accelerate product to the retail selling floor

Core competencies:

Demonstrate strong conceptual understanding of Nike’s Supply Chain capabilities, as well as industry best practices and trends.

Demonstrate ability to define, lead, drive and finish complex improvement projects.  Very focused on results.

Understand group dynamics and is able to facilitate discussions and build consensus in support of stated goals.

Good analytical skills and understanding of financial concepts; ability to analyze business processes and profitability models, creating solutions from the results.

Management skills and organization/time management skills; able to successfully lead and influence (territory and EMHQ based) virtual teams.

Strong written and verbal communication skills (both English and local languages); effectively communicates with all levels of the organization capable of working and influencing within Matrix management structure.

Understand all aspect of the operational product flow to K/S accounts. Deep process knowledge across operational departments. Visible interpersonal skills; able to engage and negotiate at a senior level with business leaders. Self-starter.


Bachelor's degree in Business, Finance, Supply Chain, Economics or related field.

Minimum 3-5 years' experience in Sales or Account Management, Supply Chain or Customer Service. Additional 3 years' experience in lieu of degree.

Demonstrated leadership skills and demonstrated skills in managing relationships in a supplier/customer environment.

Demonstrated skills in implementing and managing improvement projects.

Strong analytical skills; capacity to make sound decisions that complement business goals; demonstrated ability to lead a team.

Strong organizational skills; ability to prioritize heavy workload and delegate effectively; capacity to quickly understand new information and situations.

Ability to gain acceptance of ideas where planning, presentation and persuasion skills are needed.

Experience with presentations.

Retail Industry and/or commercial role/environment experience extremely helpful.

Fluency in English. Both written and spoken.

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