Happiness Delivery Group Lead Dtc

2 weeks ago

Melbourne, Victoria, Australia On AG Full time

At a Glance:

Your Team:
You will lead a core team of DTC Happiness Delivery reps at our Oceania HQ in Melbourne.

During your workday, you will work with our CRM and ERP systems to assist your team and our customers with their orders and daily operations.

You will work with a core team in Melbourne and interact daily with our global Happiness Delivery teams in Europe, North America, Brazil, China, and Japan.

This role is full-time, hybrid working from home and our Melbourne office.

Your Mission:

  • Join in leading On's DTC Happiness Delivery team for Oceania and manage a team of up to 5 employees, assist with hiring and training
  • Conduct weekly/biweekly checkins with each direct report team member as well as meetings with your full team
  • Embody the On Spirits and deliver the WOW to customers, teammates, and business partners with a cando attitude
  • Partner with fellow team leads to motivate our Happiness Deliverers to exceed KPIs, wow our customers, and develop their skills through continuous learning and development
  • Build trust by understanding the unique needs of our customers and resolving every situation, including escalations from your team, with a wow factor
  • Communicate with our
    thirdparty warehouse and shipping partner daily regarding orders, returns, and any order discrepancies
  • Prioritize and delegate the team's workload as it relates to order management, returns, credits, shortages, warranties and general inquiries
  • Other duties as needed

Your Story:

  • Leadership experience managing a team/direct reports in a customer service setting
  • Excellent attention to detail, always keeping the customer needs front of mind and a passion for creative solutions
  • Effective communication across all levels and functions
  • Excellent interpersonal skills with a focus on relationship building, listening, and questioning skills
  • Excellent written and oral communications skills, proficient in English
  • Always thinking of ways to improve the customer experience with a sense of urgency to deliver the wow

What we offer:


We offer a dynamic, challenging and sportive environment that has been ranked as the 'fastest growing sports company' of its time.

With offices across the globe, we are an international team who is hungry to innovate and build something incredible. We foster an active environment where each individual thrives for excellence and can achieve their full potential.

This is where your work matters, you're hands-on and your team members are amongst the very best in their respective disciplines and fields.


  • 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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