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Senior Lead

4 months ago

Melbourne, Victoria, Australia On Full time

We are excited to offer the role of Senior Lead - Customer Service (internally called Happiness Delivery) to a strategic, passionate and service oriented team player who will lead the Customer Service team located in Melbourne into the future.

With your strategic mindset, your exceptional problem solving skills and your experience in leading teams (both DTC and B2B channels) you lay the foundation for the future growth of the business and the team in an efficient and consumer focused way, keeping our customer service philosophy at heart.

You'll be reporting directly into the APAC Head of Operations.

Your Mission

  • Ensure best in class customer service by empowering all subteams to achieve their mission of delivering happiness across all channels
  • Coach your team on solutionoriented and efficient ways of working in a fast paced and highly demanding environment by acting as a role model and living the On spirits
  • Drive efficiency by supporting the team automating and streamlining processes in the phase of hyper growth
  • Define, analyse, and report key success metrics (servicelevel agreements, customer satisfaction and Net Promoter Scores, response time, backlog, phone coverage), identify the business priorities and translate them into actions for your team helping them to further develop and grow, both professionally and personally
  • Take a leading role in the strategic planning of future team growth and in the actual hiring process
  • Drive crossfunctional projects and discussions with the Operations, Sales, Retail, Finance and Marketing leadership team, ensuring smooth crossfunctional collaboration
Your Story

  • 5+ years of relevant experience in a leadership role in Customer Service or Sales Operations in a multicultural environment
  • Experienced in building and leading high performing teams in an agile and hypergrowth environment
  • Strong understanding of needs and challenges in our industry and of customer service trends is an advantage
  • Excellent communication skills, empathy and curiosity
  • Proactive and inspiring team leader with a diligent, collaborative, organised and reliable working method as well as high attention to detail
  • Data driven personality with a natural desire to constantly rethink, question and optimise the way our customer service operation is set up
  • Ability to read, speak and write English fluently; other languages are a plus
Meet The Team


You will lead a growing team of 13 (and growing) based in Melbourne and interact with cross-functional stakeholders from around the world.

The team consists of a group focussed on our own E-Commerce channel, an Account Services team covering our B2B Accounts, as well as our System Specialists.

The team-spirit is key and being hands-on is also one of the expectations. The team loves new challenges and delivering happiness is part of our DNA.

We are a passionate team that supports each other, questions the status quo and aims to constantly improve the customer experience.

That's why our customer service team is called Happiness Delivery.

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.