Senior Specialist, Key Account Services Team Lead

In short
At a Glance As the Key Account Services Team Lead, you will be responsible for leading the Key Accounts team in Australia (Oceania), dedicated to providing an exceptional service experience to our key retail accounts. We are looking for a professional with outstanding leadership qualities, a customer-centric approach, and a passion for enhancing service quality through innovative solutions. Your core objective is not only to efficiently manage the team daily operations but also to inspire team potential, drive service process optimization, and ensure our partners feel the professionalism and enthusiasm of the On brand in every interaction, helping us become a top sports brand in the industry.

Your mission

• Team Leadership & Development: 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, and guide the team in exploring and implementing innovative customer service solutions.
• Strategy Execution & Operations Management: Effectively translate the company's overall customer service strategy into daily operational goals and action plans for the Key Accounts team. Deeply understand and optimize Order Allocation logic and Order Auto Release principles, guiding the team to efficiently and accurately handle core operational tasks such as daily order management, future order follow-up, and invoicing.
• Customer Relationship & Support: Lead the team in establishing and maintaining long-term, stable cooperative relationships with all internal customers (e.g., sales team, retail operations team) and external customers (dealers, retail stores). Ensure timely, professional, and strong support, deeply understand customer needs, and provide customized solutions.
• Problem Solving & Process Improvement: Take the lead in resolving various complex customer inquiries, complaints, and operational issues (including but not limited to returns, damages, order discrepancies). Proactively identify pain points and improvement opportunities in existing service processes, and drive process optimization and efficiency improvements.
• Cross-functional Collaboration: Collaborate closely with internal and external stakeholders such as sales, marketing, logistics (including third-party logistics warehouses), and finance to ensure smooth information flow, collaboratively solve problems, and jointly enhance customer satisfaction and brand reputation.
• Project Involvement & System Feedback: Actively participate in new internal and external company projects, providing professional advice and support on behalf of the Key Accounts team. Provide timely feedback to relevant technical or product teams on issues and improvement suggestions for CRM systems (e.g., Microsoft Dynamics 365, Salesforce) and other business systems.

Your story
Skills
We hope you are excited to be part of the team that brings the joy of movement to millions of users, and that you possess the following experience and skills:

• Proven Leadership: A minimum of 3 years of experience in a team leadership role within customer service, account management, or related operations, with demonstrated exceptional leadership abilities. Capable of effectively motivating teams, improving performance, and successfully leading teams in exploring and implementing innovative solutions.
• B2B Customer Service & Operations Expertise: A strong background and solid 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. Clear and fluent written and oral expression.
• Customer Focus & Problem Solving: Always prioritizing customer needs, with a strong sense of customer service and a high degree of responsibility.
• Demonstrates strong analytical and problem-solving skills, capable of using innovative thinking to find and implement 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 (e.g., Microsoft Dynamics 365, Salesforce) and Office software (especially Excel).
• Attention to Detail & Multitasking: Meticulous and rigorous in work, with a high degree of attention to detail. Possesses excellent multitasking abilities and the 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 the heart of Cremorne, Melbourne, we offer a dynamic, challenging, and supportive working environment with an international, diverse, and entrepreneurial spirit. Here, 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.

Join the ONiverse If you are driven to elevate On's customer service to new heights, are curious about this opportunity, and want to become a core member of our growing team, please send us your application and join the ONiverse family to create more "WOW" moments together