In short

As our Account Services Enablement Lead for Customer Service Europe, your number one job is to develop and master ‘best-in-class’ processes for our B2B dealers. With your experience in a B2B customer focused environment and a solid background in operations, you will bring the necessary expertise of working with accounts and retail partners.

You will lead a core team of up to 5 specialists 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.

This position is open for the location Zurich or Berlin. 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 in charge of creating, optimizing and standardizing operational processes for our B2B Account Services Teams
  • Align with all relevant stakeholders internal and external to the customer service on the initiatives to improve the customer experience
  • Maintaining the big picture within sight to drive valuable change to the projects you’re working on and the teams impacted
  • Track relevant success metrics, identify the business priorities and opportunities for improvements/automation and translate into actions for your team
  • Distribute new projects and process ownerships within the team according to the available capacities and existing expertise
  • Guide and support your team members on their own projects and collaborations
  • Collect, report back & lead actions on team's performance, well-being & development
  • 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
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Your story

  • Preferably 5-10 years of relevant experience in Operations or B2B customer service roles, with 3-5 years of experience in leading teams, also in a 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
  • Fluency in English, German and any other language is a plus
  • Strong record of experiences in Project management / Improvements initiatives implementation / Logistics and Operations 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
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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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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
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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.

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.