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CUSTOMER SUCCESS MANAGER
il y a 1 jour
Values & Innovation At Under Armour, we are committed to empowering those who strive for more, and the company's values - Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes and Stand for Equality - serve as both a roadmap for our teams and the qualities expected of every teammate. Our pursuit of better begins with innovation and with our team's mission of being the best. That means developing, delivering, and selling the state-of-the-art products and digital tools that make top performers even better. This role will lead a team of Account Service reps for our France / Benelux business (Sale/regional based model). Responsible to drive Orderbook accuracy and service excellence to achieve revenue targets and best in class customer experience. Accountable for Orderbook Management across the team's account base; As part of this role, you will be responsible for achieving key service SLA's and KPI's in order to support the overall customer experience, be the face of Under Armour Supply Chain to the customer and develop your direct reports to their full potential. This role involves working with Snr Leadership within Supply Chain, and stakeholder management to ensure a consistent and accurate Orderbook and service for our customers. The role leads their Account Service Reps to "execute for today", whilst this role focuses on "plan for tomorrow". 50% business management & analysis, 50% team management & development Manage the Order to Cash processes for the Account Group/POD inclusive of order entry, samples, launch, order book management metrics (tracking, aged orders, start ship dates, reconciles, discrepancies etc), response times, reporting, audits and email response to ensure support for the Sales Target and first-class service. Supporting Direct Reports on Orderbook Management & conversion with weekly team and individual meetings; addressing any escalations or support needed Demonstrate a consumer first mind-set to internally advocate for the customer, whilst understanding and collaborating with Supply Chain team mates to support the business efficiently Partnership with cross functional teams on key SLA's impacting service inclusive of fill rates, order fulfillment, inventory accuracy, ATP reporting and warehouse process performance/accuracy. Support the Director of Account Services, Strategic Operations & Customer Compliance, in preparing reports, training material, and delivering business targets and objectives order time frames Review Service Models, and anticipate on areas where performance is falling behind to meet SLA's Drive actively the POD 'Running-the-business' process to anticipate on current and future orderbook developments against account's targets& manage the intake planning with the accounts Owning and being accountable for the delivery of account Roadmaps; cost savings, efficiencies and service improvements. Be the system Superuser and support on BI/Power BI (Business Intelligence),ERP,SAP & tableau, including supporting training and rolling out to your team Process Management: Experience in process management/customer service is required to meet service and customer requirements (ie: B2B, CRM tools, reporting dashboards) Competent understanding and execution of the end-to-end management of order fulfillment Partner with sales to further improve service and orderbook nuances per account, in consideration of both customer experience and cost. Responsible for clear, concise and accurate account communication at all levels. Able to communicate key strategies, as well as service disruptions both internally and externally. Bachelor's Degree ~7 years +' experience in supply chain operations or project/process management. ~7 years +' experience in people management ~ High level of competency for people management ~ Highly effective communicator with the ability to summarize and present complex data. ~ Proficient in Microsoft Office Suite and Business Objects based reporting ~ Knowledge enterprise management system and CRM solutions (SAP preferred etc.) Fully remote / Home Office Relocation ~ No relocation provided #LI-REMOTE Base Compensation €Base salary is only one component of our competitive Total Rewards package. Please note that due to the holiday season, there may be delays in our response times. Paid "UA Give Back" Volunteer Days: Work alongside your team to support initiatives in your local community. Under Armour Merchandise Discounts Health & fitness benefits, discounts and resources- We offer teammates across the country programs to promote physical activity and overall well-being. Health Insurance Meal allowance Work from home allowance At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion or belief, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, family or paternal status and any other characteristic protected by applicable law.
