Head of Key Account Services

Responsibilities

• Oversee a team of three Leads and their respective teams, providing coaching on communication and leadership
• Act as the key commercial liaison between sales and customer operations teams
• Drive strategic planning by managing complex operational capabilities like direct ship, drop ship, and pack by store
• Advocate for Key Accounts needs within Americas and Global Supply Chain
• Represent Key Accounts in operational flywheel meetings to drive consistent strategy
• Manage orderbook complexities and identify risks to ensure on-time deliveries and sales targets
• Leverage data-driven insights to shape strategic decisions in collaboration with the Director of Account Services

Requirements

• Extensive progressive experience in customer support, logistics, or operations
• Proven track record of managing managers and large team structures
• Experience managing day-to-day operations for major key accounts
• Experience implementing new operational capabilities such as drop ship or direct ship
• Highly analytical with ability to make data-based strategic decisions
• Proven ability to design and implement strategic initiatives and process improvements