Reporting to the Senior Director of Americas Operations, the Head of Account Services (HOAS) will drive operational excellence. The Account Services team is the first point of in-season contact for our Wholesale Retail Partner. Through close partnership with the Sales team, the HOAS is responsible for innovation and success of the wholesale customer service team. The HOAS leads order book management, inquiries from accounts and internal sales teams and the related KPIs for those activities. The HOAS interacts daily with cross-functional internal partners including Sales, Finance, Logistics, Operations, and regional peers in EMEA and APAC.
ACCOUNTABILITIES
- Team Leadership: Lead a team of passionate individuals in achieving best-in-class results for the in-season management of wholesale partners through professional experience, business acumen, visionary thinking, and authentic leadership.
- Wholesale Account Service Strategy: Drive a comprehensive strategy based on delivery of Wholesale goals, ensuring team delivers the highest level of service to wholesale accounts across the US, Canada, Brazil, and distributor accounts in Latin America.
- Orderbook Excellence: Ensure a best-in-class approach to orderbook management of wholesale accounts, demonstrating a high level of data accuracy, and proactive oversight.
- Focus on Delivery: With Logistics partners, optimize supply chain operations to support wholesale business growth by driving OTIF (On Time in Full) while ensuring profitable and mutually beneficial partnerships with internal and external account partners.
- Initiative Execution: Drive account-facing initiatives in partnership with Global Account Services teams, inclusive of but not limited to Direct Ship, Drop Ship, and VAS.
- Portfolio Metric Management: Consistently achieve operational metrics with a focus on retailer scorecards. Drive implementation of globally standardized wholesale business reports, processes, and partner with Sales Ops on related tools.
- Sales Partnership: Work in direct partnership with the Sales team to ensure harmonious strategies, goals, and objectives at all key touch points.
- Cost and Finance Oversight: Collaborate with finance and sales leadership to analyze customer profitability reporting.
- Regional and Global Cross-Functional Partnerships: Partner with Distribution, Sales Operations, Logistics, Finance, and Demand Planning within region and global HQ for profitable implementation of wholesale customer compliance, fulfillment, inventory trends, and service initiatives.
REQUIREMENTS
- Bachelors Degree in business or related field
- 8+ years working in Account Services and/or Sales, Customer Service, Supply Chain, and/or Operations teams ideally with a sports, apparel, or outdoor company
- 5+ years leading a diverse and inclusive team, including managing managers
- Provide proactive and inspirational leadership with high attention to detail
- Ability to partner with Sales Leadership and Global peers across time zones to meet objectives with stellar communication and collaboration skills to scale the NA business
- Excellent written and verbal communication skills in English (Spanish a plus)
- Ability to simplify complex topics to all levels of the organization
- In depth knowledge of CRM, ERP and EDI platforms such as Salesforce, Microsoft Dynamics D365, and SPS commerce
- Demonstrated understanding and experience working with vendor guidelines, EDI vendor requirements, purchase order and ASN transmissions
- Ability to plan, adjust, execute, win, and celebrate as a team
YOUR TEAM
As a member of the Americas Operations management team, The HOAS leads 5 - 7 direct reports and a team of 40 across the Portland and Sao Paulo offices
LOCATION
This role is based in Portland, OR.
