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In short

As our Functional Lead for Account Services (B2B) Europe, your number one job is to ensure On dealers are happy! Part of your goal is to help us become the best sports retailer in the industry. With your experience in a B2B customer focused environment, you will bring the necessary expertise of working with accounts and retail partners.

You will lead a core team of up to 5 Account Services Group Leads at our HQ in Zurich & Berlin. With your strategic mindset, your exceptional problem solving skills and your experience in leading teams you lay the foundation for the future growth of the team in an efficient and consumer focused way, keeping our customer service philosophy at heart.

We offer a hybrid work model with an equal split of working from the office and working from home. You should be flexible for travel between Berlin & Zurich on occasion.

Your Mission

  • Leading a team of up to 5 direct reports and manage daily operations with the help of our external BPO partner
  • Ensure the Team is staffed to handle the workload considering business priorities by hiring the right talent on time and adapting the team structure if needed
  • Monitor analytics and data in email, chat, and phone systems and work with the B2B team manager to set KPI’s for team accountability
  • Identify opportunities for greater efficiencies/service & automation
  • Together with coaches and group leads, drive B2B team towards solution-oriented and efficient ways of working in a fast paced and highly demanding environment by leading by example, acting as a role model and living the On Spirits
  • Regular exchanges with Sales Directors and our third party warehouse & shipping partner to ensure a strong collaboration with our Operations Team (e.g. Finance, Supply chain) and an efficient way of working
  • Collect, report back & lead actions on team's performance, well being & development
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

  • ​​Preferably ten years of experience in Customer support roles or similar with a focus on B2B / Partnerships. Ideally five years of experience in leading teams in hybrid and multiple location set-up
  • Experienced in hyper-growing and leading high performing teams in an agile environment is a must; Sports industry experience is a plus
  • Previous experience in a BPO set-up is a plus
  • Fluency in English. German and any other language is a plus
  • Experience in Project management / Improvements initiatives implementation is a plus
  • Tech-savvy, experienced in working with Microsoft Office, Salesforce (or other CRM) and ERP tool
  • Ability to switch rapidly between a strategic helicopter view and deep dive to details when necessary
  • Excellent interpersonal skills with a focus on relationship building, listening, coaching, mentoring and questioning
  • Excellent stakeholder management skills and effective communication across all levels and functions
  • Ability to continuously keep customer needs at the core of what you do with a strong affinity for problem solving to improve our dealer experience and delivering the WOW
A woman smiling

About the Team

You will work in a team where team-spirit is key. You will also partner across the ONiverse (Sales, Product, Marketing, Retail, Operations, Customer Service leadership, …) ensuring best in class customer service across all channels. Being in direct contact with our customers, means we’re able to consistently surprise them with outstanding service. We see problems as challenges and aim to solve them in the most positive way possible. Communication and enthusiasm are key in Customer Service. Dedicated to delivering the wow, we are a passionate team that supports each other, questions the status quo and aims to constantly improve the customer experience. That's why we are called Happiness Deliverers.

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A woman smiling whilst sitting at a desk.

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.