Lead - Account Services

As a Lead, Account Services - Mexico, you will lead a team focused on servicing our most crucial retailer partners. Your focus will be on cultivating a high-performing team and implementing strategies that support our goal of becoming the leading sportswear company and furthering our mission to ignite the human spirit through movement. Your experience will be instrumental in building deep partnerships with Sales and accounts, strategically overseeing purchase order management, and collaborating with warehousing and logistics to ensure efficient and timely product delivery, directly supporting sales initiatives and maximizing account potential. A key element of this role is establishing strong working relationships with the operational leaders for our Key Accounts, acting as an operational liaison between Key Accounts and On internal teams.

Your mission

• Establish the Account Services function in Mexico, a new direct market for ON in partnership with the Americas Supply Chain leadership and commercial partners.
• As a key strategic partner in sales strategy, proactively drive overall success by leveraging data‑driven insights to shape strategic decisions in close collaboration with the Head of Mexico Supply Chain and Director of Americas Account Services, emphasizing the importance of cross‑functional work with sales, marketing, and global teams.
• Hire, coach and develop your team of specialists and coordinators, providing strategic direction and fostering a high‑performing and collaborative environment.
• Challenge current processes and practices by providing creative solutions to drive continued enhancements, strengthening the relationship between On and our accounts.
• Identify and mitigate risks to achieve on‑time deliveries, sales targets, and/or strategic objectives.
• Establish a framework and drive frequent, authentic, and transparent communication between Account Service and Sales, discussing On’s orderbook actions, issues and improvements that support wholesale partner growth.
• Manage any escalations from the Warehouse regarding larger account movements, business critical issues, or future shifts in operation that could have building wide implications, either through the Pillar meetings or directly with leaders of those meetings.

Your story

• 5+ years of progressive experience in customer support, logistics, or operations roles, with increasing levels of responsibility.
• Experience and Knowledge of policies and processes of Key Accounts in Mexico including Liverpool, Palacio de Hierro, Innovasport and Innvictus.
• Proven experience directly managing and developing a team of direct reports.
• Exceptional interpersonal skills with a strong focus on relationship building, active listening, and effective questioning, with the ability to communicate strategically and persuasively across multiple levels and functions.
• Intermediate to advanced Excel skills, including proficiency in formulas, formatting, and pivot tables.
• Strong knowledge of ERP systems and business intelligence reporting, with Microsoft D365 experience being a significant plus.
• Highly analytical with a demonstrated ability to make strategic, data‑based decisions.
• Proven ability to conduct thorough root cause analysis and implement effective problem‑solving strategies.
• Travel Required: up to 20%.
• English & Spanish fluency.

Meet the team

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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.