Senior Lead

**Location**:Berlin
- Customer Service

**In short**:
Our EMEA Account Services team team is growing, and we’re looking for a strategic, people-focused, and operationally driven Functional Lead to lead a team of four Group Leads and a broader team of over 30 team members.. This role focuses on B2B customer-facing operations, specifically within Wholesale and Key Account Services. In this role, you will be responsible for enhancing the customer experience for our B2B accounts, standardizing processes, improving communication flows, and ensuring consistent service delivery while aligning with cross-functional teams like Sales, Logistics, and Marketing. Your leadership will be key in scaling operations, optimizing efficiency, and driving service excellence for our wholesale customers. If you’re passionate about leading teams, driving operational improvements, and delivering outstanding B2B customer service, this is the perfect opportunity for you

**Your Mission**:

- Lead, coach, and develop a team of four Group Leads and a broader team of X people, ensuring alignment, performance, and growth.
- Drive operational excellence by standardizing processes, improving efficiency, and maintaining high service quality for our B2B accounts.
- Analyze key performance data to identify trends, areas for improvement, and strategic opportunities.
- Develop and implement clear communication frameworks for order updates, changes, and issue resolution with wholesale partners.
- Lead process improvement initiatives, ensuring scalability and operational effectiveness as we grow.
- Ensure strong cross-functional collaboration with Sales, Logistics, and other departments to optimize workflows and enhance service delivery.
- Foster a culture of accountability, innovation, and continuous improvement within the team.

**Your story**:

- Proven track record of experience in B2B Customer Service, Account Services, Operations, or a similar field within a wholesale or key account environment.
- Strong leadership skills, with experience managing and developing teams in a customer-facing operational setting.
- Excellent project management abilities, with the capacity to handle complexity and drive initiatives forward.
- Data-driven mindset, using insights to optimize processes and improve efficiency.
- Exceptional communication and stakeholder management skills, with the ability to work effectively across teams.
- Thrives in a fast-growing environment, balancing strategic focus with operational execution.
- Fluent in English (additional languages are a plus).

**About the Team**:
This role sits within EMEA Operations, specifically focusing on the B2B / Account Services side, ensuring seamless service delivery for our wholesale and Key Account partners. As a Functional Lead, you will manage and support four Group Leads and oversee a broader team of over 30 people. Your team plays a critical role in driving operational excellence, ensuring on-time order execution, efficient communication flows, and high service standards for our B2B customers. We work closely with Sales, Logistics, and Order Management to align on business priorities, optimize processes, and continuously improve how we serve our wholesale partners across EMEA.

**Most lived Spirit in our team**:
**Team**:
**Team**:
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.

**Berlin**:
In a former 19th Century postal building by Berlin’s river Spree, you’ll find our future-focused, creative hub.

Köpenicker Str. 122,
10179
Germany
- 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’.

**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.

**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.
- 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 abo