In short

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

Leveraging your strategic mindset to identify growth opportunities, your exceptional problem-solving skills to navigate challenges, and your extensive experience in leading teams to inspire and motivate, you will be instrumental in establishing a strong foundation for the company's future expansion and driving operational excellence within the region.

Your Mission

Strategic Foundation & Process Improvement: Identify opportunities for enhancement across Customer Service, Warehouse, and Logistics, driving improvements through collaboration with cross-functional and cross-geographical teams.

Operational Excellence & Efficiency: Implement a structured, data-driven approach to ensure smooth operations. Support the team's daily activities and lead by example, focusing on effective and efficient approach to problems.

Team Leadership & Talent Development: Coach and mentor the team to foster a solution-oriented, efficient work style in a dynamic environment, embodying the On spirits. Lead strategic planning for team growth and actively participate in the hiring process.

Performance Analysis & Strategic Execution: Define, analyze, and report on KPIs like order fulfillment, service-level agreements, customer satisfaction (NPS), response time, and backlog. Translate business priorities into actionable plans to support team development and growth.

Cross-functional Partnership & Customer Advocacy: Forge strong relationships with internal and external stakeholders (Sales, Retail, Marketing, Logistics, Finance) to ensure seamless information flow, resolve challenges collaboratively, and drive exceptional customer satisfaction and brand reputation.

As one of the early key members of the team in South Korea, On will rely on your expertise to design and implement efficient, customer-centric customer service and operational processes from the ground up, all while maintaining clear and consistent communication with, and reporting directly to, the Senior Lead for Japan and South Korea.

Group of girls smiling
  • Man and woman sat at desks talking
  • Open planned office with men and women sat on a a large curved sofa
  • Group of runners talking outside the office
  • A team of people sat on the steps with a view of mountains outside the office.
  • Two women smiling at each other in a meeting room with large curved windows
  • A group of people sat around a table looking at large design papers
  • 3 men sat around with laptops smiling at each other
  • a large group of runners holding an On flag smiling at the camera
  • Man and woman sat at desks talking
  • Open planned office with men and women sat on a a large curved sofa
  • Group of runners talking outside the office
  • A team of people sat on the steps with a view of mountains outside the office.
  • Two women smiling at each other in a meeting room with large curved windows
  • A group of people sat around a table looking at large design papers
  • 3 men sat around with laptops smiling at each other
  • a large group of runners holding an On flag smiling at the camera
  • Man and woman sat at desks talking
  • Open planned office with men and women sat on a a large curved sofa
  • Group of runners talking outside the office
  • A team of people sat on the steps with a view of mountains outside the office.
  • Two women smiling at each other in a meeting room with large curved windows
  • A group of people sat around a table looking at large design papers
  • 3 men sat around with laptops smiling at each other
  • a large group of runners holding an On flag smiling at the camera

Your story

Operational Excellence: A proven track record with strong practical skills in customer service, account management, logistics, or related operations. Demonstrated ability to leverage a data-driven approach to continually analyze, question, and optimize operational processes for success.

Leadership & Team Development: Minimum 3 years of experience in a leadership role within customer service, account management, logistics, or related operations. Proven ability to motivate teams, drive performance improvements, and build high-performing teams in an agile, high-growth environment.

Entrepreneurial Drive: Demonstrated experience in building operations from the ground up and navigating complex, ambiguous challenges. Proven ability to thrive in a demanding, fast-paced environment with autonomy and responsibility.

Communication & Collaboration: Excellent cross-level and cross-departmental communication, coordination, and interpersonal skills. Exceptional listening and questioning abilities, with a strong capacity to build collaborative working relationships. Native-level fluency in Korean and business proficiency in English (written and oral).

Industry & Technical Proficiency: In-depth understanding of the sporting goods or Fast-Moving Consumer Goods (FMCG) industry is preferred. Proficiency in using CRM systems such as Microsoft Dynamics 365 and Salesforce, as well as Google Workspace applications.

two women sitting at a table talking with laptops

About the Team

You will lead a growing team of 2 based in Seoul, and interact with cross-functional stakeholders from around the world. The team in Seoul consists of a group focussed on our own E-Commerce channel, an Account Services team covering our B2B Accounts, as well as our Retail business in the future. 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.

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Team

Team

People walking down a street in Yokohama.

While we spend our days bringing the Positive Spirit to customers, we couldn't do that without one another. Celebrating successes, helping people out across regions and empowering our teams to deliver that extra something.

Learn about our Spirits
man smiling on phone

Rikiya

Happiness Delivery System Specialist, Yokohama

My role can be challenging, but the sense of accomplishment I get is powerful. After all, we’re not just delivering products or basic service. We’re exceeding expectations to make people happy. To deliver ‘Wow’.
Happy women smiling and chatting in the office

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.

Build the better you

What to expect

We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.

Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.

Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine – it creates that 'Wow' moment.