Senior Specialist, Key Account Services Team Lead - Oceania

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

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 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.

• Step One

  It starts with you...

  You'll start by submitting your application to a specific role. We try to keep this step as simple as possible. We do get a lot of applications, but we review them all. We ask that you allow around 14 days for us to come back to you with a response. If you are a good fit to the role, someone will follow up with you within that window. If you didn't receive a reply, or were unsuccessful this time around, we encourage you to look for other possible matches at On.

• Step Two

  Interview with a recruiter

  What ignites your spirit? This is where we’ll start getting to know all about you and what makes you tick – and it’s your first chance to get a feel for our culture. Chatting with a member of our talent team, you’ll learn more about On and how we work. We’ll learn about what motivates you and what you could bring to the team.

• Step Three

  Interview with a hiring manager

  Ready to dig into the details? This second interview will be held with your future manager and will focus on the specifics of the job. Together you’ll delve into your unique skills and experiences and how they could be relevant at On. It's also a time to assess how you might feel working side-by-side. Bring any questions you have about the job, the team or anything else you might like to know – this is an open forum.

• Step Four

  The Case Study

  What's your style? This task will help us understand how you think, face a challenge and give insight into your novel ideas. Designed to give everyone their best shot, your case study is based on something you might typically experience on the job. This is your chance to show us what you’ve got. So express yourself. Be you.

• Step Five

  The Experience Day

  Your first taste of the Oniverse. This is a time to meet some of the people you'll be working closest with. In person or virtually, you'll get a feel for the day-to-day at On and the people who make it happen. You'll chat with a few potential teammates - the conversations will be as equally driven by the role and your experience as by our values. We believe how you do things is just as important as what you do.

• Step Six

  The Result

  Are we a good fit? We’ll get together internally to share our feedback and decide if we’re a match. We know that job searching is a big time investment, so it’s not a decision we take lightly. It’s also time for you to reflect on the experience – are we the right place for you? No matter the outcome, we’ll give you meaningful feedback.

Step One:

It starts with you...

You'll start by submitting your application to a specific role.

We try to keep this step as simple as possible. We do get a lot of applications, but we review them all. We ask that you allow around 14 days for us to come back to you with a response. If you are a good fit to the role, someone will follow up with you within that window. If you didn't receive a reply, or were unsuccessful this time around, we encourage you to look for other possible matches at On.