On - Head of Account Services, Americas - Portland

Team for Career Site

Customer Service

In short

Available today in over 50 countries and cited as “the fastest growing sports company in the world”, On’s success comes down to two reasons: incredible products – and incredible people. It has one simple mission: Ignite the Human Spirit Through Movement. A team of sports scientists, world-class athletes and passionate sports enthusiasts spearhead this mission, and has resulted in On shoes and Performance Running Gear winning design and technology distinctions the world over.

As our Head of Account Services, your number one job is to deliver the WOW to our B2B accounts in the US, Canada and Brazil] . You will drive operational excellence and create the industry standard for the ease of doing business. With your team being the first point of in-season contact for our Wholesale Retail Partners, through your close partnership with the Sales team, you will be responsible for the continuous innovation and success of the wholesale customer service team including ownership of order book management, all inquiries coming in from our accounts and internal sales teams and the related KPIs for those activities. You will also interact daily with cross-functional internal partners including Sales, Finance, Logistics, and Operations, as well as frequent interaction with your regional peers in EMEA and APAC.

Your mission

– Team Leadership: Lead a team of passionate individuals in achieving best-in-class results for the in-season management of On’s wholesale partners through your professional experience, business acumen, visionary thinking, authentic leadership, and focus on exceptional working environment that you create in service of a high performing team
– Wholesale Account Service Strategy: Drive a holistic and comprehensive strategy based on the delivery of our Wholesale goals and objectives, ensuring On delivers the highest level of service to our wholesale accounts across the US, Canada Brazil and our distributor accounts in Latin America by providing a premium service and demonstrating the industry standard for the ease of doing business, aligning with profitable growth and scale.
– Orderbook Excellence: Ensure a best-in-class approach to the orderbook management of our wholesale accounts, demonstrating a high level of data accuracy, and proactive oversight
– Focus on Delivery: With your Logistics partners, optimize supply chain operations to support wholesale business growth driving OTIF (On Time In Full) while ensuring profitable and mutually beneficial partnerships with internal and external account partners.
– Initiative Execution: Drive the America’s regions account-facing initiatives in partnership with On’s Global Account Services teams, inclusive of but not limited to Direct Ship, Drop Ship, and VAS
– Portfolio Metric Management: Own the consistent achievement of operational metrics with a focus on retailer scorecards. Drive the implementation of globally standardized wholesale business reports, processes, and partner with Sales Op on related tools
– Sales Partnership: Work in direct partnership with the Sales team to ensure harmonious strategies, goals, and objectives at all key touch points
– Cost and Finance Oversight: Collaborate with finance and sales leadership to analyze customer profitability reporting to advise the cross-functional team and initiate strategic opportunities.
– Regional and Global Cross-Functional Partnerships: Work closely with Distribution, Sales Operations, Logistics, Finance and Demand Planning teams within the region and at our global headquarters in Zurich, Switzerland, for successful and profitable implementation of wholesale customer compliance, fulfillment, inventory trends, and service initiatives.

Your story

– 8+ years’ experience working in Sales, Account Services, Customer Service, Supply Chain, and/or Operations teams ideally with a sports, apparel, or outdoor company
– 3+ years experience leading a diverse and inclusive team, including managing managers
– You are a positive, proactive, and inspiring leader with a diligent and organized working method and a high attention to detail
– Ability to partner with Sales Leadership and Global peers across time zones to meet objectives with stellar communication and collaboration skills to scale the NA business
– Understanding of the distributor business model within Latin America
– Excellent written and verbal communication skills in English (Spanish also is preferred but not required), and can simplify complex topics in an approachable manner to all levels of the organization.
– In depth knowledge of CRM, ERP and EDI platforms such as Salesforce, Microsoft Dynamics D365 and SPS commerce
– Demonstrated understanding and experience working with vendor guidelines, EDI vendor requirements, purchase order and ASN transmissions
– The natural ability to plan, adjust, execute, win, and celebrate as a team.

Meet the team

You are part of the Americas Operations management team, reporting into the Senior Director, Americas Operations, and will be leading up to 5 – 7 direct reports and with a total team of approximately 40 people across the Portland and Sao Paulo offices. This team continuously challenges the status quo and industry standard of what customer service looks like.