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Head of Key Account Services

Location: Portland

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Customer Service

In short

As the Head of Account Services, Key Accounts, you will establish focused leadership over our Key Accounts team, directly overseeing a team of three Leads who manage teams below them. Your focus will be on servicing our biggest established retailer partners in the US, cultivating a high-performing team, and implementing strategies that support our goal of becoming the leading sportswear company and furthering our mission to ignite the human spirit through movement. You will act as the key commercial liaison for operations, interacting closely with both sales and customer operations teams. A crucial element of this role is elevating Account Services to be the indispensable partner to our B2B Retailers, delivering premium account services while acting as the expert liaison to our internal operations.

Your Mission

Team Leadership & Development: Oversee a team of three Leads and their respective teams, providing focused coaching on communication, leading initiatives, and advocating effectively for business needs to develop a new Account Services team.
Strategic & Commercial Liaison: Act as the key commercial liaison interacting with sales and customer operations teams to lead day-to-day business operations for our biggest established accounts in the US.
Drive Strategic Engagement: Champion Long Range Plan (LRP) capabilities and drive strategic planning by integrating and managing new, complex operational capabilities, such as direct ship, drop ship, and pack by store.
Cross-Functional Advocacy: Advocate for Key Accounts needs within the Americas Supply Chain, and Global Supply Chain. Guide process and policy change management with internal and external stakeholders.
Operational Representation: Represent Key Accounts in operational flywheel meetings and collaborate heavily with global and local stakeholders to drive a consistent strategy across the Americas.
Orderbook Management: Manage increasing orderbook complexities as the business grows while identifying risks to achieve on-time deliveries and sales targets.
Cultivate Partnerships: Proactively drive overall Key Account success by leveraging data-driven insights to shape strategic decisions in close collaboration with the Director of Account Services.

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Your story

Extensive progressive experience in customer support, logistics, or operations roles, with a proven track record of managing managers (specifically overseeing Leads and large team structures). Demonstrated experience managing day-to-day operations for major key accounts while concurrently implementing and integrating new operational capabilities (e.g., direct ship, drop ship, pack by store). Exceptional interpersonal skills with a strong focus on relationship building, active listening, and effective questioning, enabling you to advocate effectively for business needs and communicate strategically across multiple levels and functions. Highly analytical with a demonstrated ability to make strategic, data-based decisions to navigate increasing orderbook complexities. Proven ability to design and implement strategic initiatives and process improvement to drive effectiveness in a fast-paced environment.

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About the Team

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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’.

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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. We are requesting that you provide sensitive demographic information such as gender identity and race/ethnicity to help us ensure that we are creating equitable and fair experiences for all potential future team members. You are not required to provide this demographic information and this information will in no way impact your eligibility for hire.

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.