Senior Manager, Key Account Services Team Lead
2 weeks ago
Job Overview
We are seeking a seasoned professional to lead our B2B Key Account team in Australia. As a key member of our regional 'Happiness Delivery' team, you will be responsible for driving exceptional service experiences for our key retail accounts.
Your Responsibilities
- Team Leadership: Lead, motivate and develop the B2B Key Account representative team in Australia. Foster a positive team atmosphere, enhance the team's overall professional capabilities and service standards.
- Strategy Execution & Operations Management: Translate the company's customer service strategy into daily operational goals and action plans for the Key Accounts team. Optimize Order Allocation logic and Order Auto Release principles to efficiently handle core operational tasks.
- Customer Relationship & Support: Establish and maintain long-term cooperative relationships with internal and external customers. Provide timely, professional and strong support, understanding customer needs and offering customized solutions.
- Problem Solving & Process Improvement: Resolve complex customer inquiries, complaints and operational issues. Identify pain points and improvement opportunities in existing service processes, driving process optimization and efficiency improvements.
- Cross-functional Collaboration: Collaborate with internal and external stakeholders to ensure smooth information flow and enhance customer satisfaction and brand reputation.
- Project Involvement & System Feedback: Participate in new projects, providing professional advice and support on behalf of the Key Accounts team. Provide timely feedback on issues and improvement suggestions for CRM systems and other business systems.
About You
- Proven Leadership: A minimum of 3 years of experience in a team leadership role within customer service, account management or related operations, demonstrating exceptional leadership abilities.
- B2B Customer Service & Operations Expertise: Strong background and practical experience in B2B account management, order processing, dealer services and related operations.
- Communication & Interpersonal Skills: Excellent cross-level and cross-departmental communication, coordination and interpersonal skills. Adept at listening, asking questions and building strong working relationships.
- CUSTOMER Focus & Problem Solving: Prioritizing customer needs with a strong sense of customer service and high degree of responsibility.
- Demonstrates strong analytical and problem-solving skills, capable of using innovative thinking to find effective solutions.
- Industry & Tools Knowledge: In-depth understanding of the sporting goods industry or fast-moving consumer goods (FMCG) industry is preferred. Proficient in using various CRM systems and Office software.
- Attention to Detail & Multitasking: Meticulous and rigorous in work, with high degree of attention to detail. Possesses excellent multitasking abilities and capacity to work efficiently under pressure.
- Proactive & Continuous Improvement Mindset: Proactive, willing to accept challenges and continuously seeking ways to improve personal and team performance.
What We Offer
Located in Melbourne, we offer a dynamic, challenging and supportive working environment with international, diverse and entrepreneurial spirit. Your work matters, you are hands-on, and your colleagues are among the very best in their respective disciplines and fields. We offer a competitive salary and benefits package, professional training and development opportunities, and broad career advancement prospects.
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