About the job
In short
Our EMEA Account Services team is expanding, and we have an exciting opportunity for a strategic, operationally focused leader to join us as a Group Lead. You will manage the team responsible for Selected Accounts – a group of important wholesalers that require tailored, high-level service and strategic attention. Your leadership will be essential in ensuring exceptional service delivery, improving operational processes, and aligning closely with cross-functional teams like Sales, Logistics, and Marketing to support business goals. If you're passionate about leading teams, driving operational improvements, and working in a dynamic, fast-paced environment, this is the perfect opportunity for you!
Your mission
- Lead and Support: Manage and develop a team of six B2B Customer Service Representatives, ensuring effective collaboration both internally and with external partners.
- Strategic Account Management: Ensure that Selected Accounts, key wholesalers with specific needs, receive exceptional, tailored service. Strategically manage account performance and anticipate future demands.
- Operational Excellence: Standardize and improve processes to maintain high service quality and operational efficiency for our B2B accounts. Support your team in their daily operations to ensure smooth service delivery. -Performance Monitoring: Track and analyze key performance data to identify trends, measure success, and develop actionable plans that align with business priorities.
- Process Improvement: Lead and implement process improvement initiatives that ensure scalability and operational effectiveness, while focusing on service excellence for Selected Accounts.
- Cross-Department Collaboration: Work closely with Sales, Logistics, and Marketing to enhance workflows, optimize communication, and improve the customer experience.
- Issue Resolution: Act as a subject matter expert, guiding your team in addressing complex B2B customer issues, ensuring quick resolution and customer satisfaction.
- Stakeholder Representation: Represent your team in internal stakeholder initiatives related to Selected Accounts, ensuring their needs are prioritized and addressed.
- Continuous Improvement: Foster a culture of accountability, innovation, and ongoing development within your team, driving a commitment to continuous improvement.
Your story
- Proven experience in B2B customer service, account services, or operations, particularly in a wholesale or key account setting.
- Strong leadership skills with experience managing and developing teams in a customer-facing operational role.
- Demonstrated ability to drive operational improvements, optimize processes, and improve service delivery.
- Strong analytical skills, with the ability to use data insights to improve efficiency and effectiveness.
- Excellent communication skills, with the ability to collaborate effectively across teams and manage stakeholder relationships.
- Hands-on, solution-oriented mindset with a focus on achieving operational goals.
- Experience working with CRM systems; proficiency in Excel is a plus.
- Fluent in English (additional languages are a plus).
What We Offer
On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.
On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.
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