Wholesale Customer Service Senior Manager

Position Summary

This role will lead Account Services for our EMEA organization across, inclusive of Regional Wholesale (East and West) and Digital.
Responsible to drive EMEA Orderbook accuracy and service excellence to achieve revenue targets and best in class customer experience. Accountable for Orderbook Management across the region and establishing a standardized / foundation in ways of working.
As part of this role, you will be responsible for managing and defining fulfillment strategies, key service SLA’s and KPI’s in order to build and improve the overall customer experience, whilst instilling consistency across the region/accounts. This role involves working with Snr Leadership both locally and globally, with stakeholder management to ensure a consistent and accurate Orderbook and service for our customers.

The role leads the Account Services pillar, with a focus on execute today. There will be strong interaction with all other Supply Chain pillars, particularly Logistics & Distribution and Operations & Process Optimization.
Further, the role works closely with our Regional Sales team & Planners.
Travel to our focus markets within the region will be expected.

At Under Armour we work in a Hybrid Model, which requires you to be in the office in Amsterdam (next to the Olympic Stadium) 2 days per week. 

Essential Duties & Responsibilities

(include but are not limited to the following):

•    Manage the Order to Cash process for our regional wholesale business by defining, developing and leading account services accountabilities 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.
•    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 implement and drive relevant strategies in collaboration with the Operations & Process Optimization Pillar to improve efficiencies together and service to accounts
•    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.
•    Drive alignment with cross-functional partners on strategic initiatives aligned with LRP and POD expansion plans. Collaborate with and provide decisive point of view with partners internally and externally.
•    Partner with other key Supply Chain pillar experts to facilitate key customer meetings/calls 

Process Management:
•    Competency in process management is required to strategize and build new ways of working to meet service and customer requirements (ie: B2B, CRM tools, reporting dashboards)
•    Define fulfillment strategies for region based on customer requirements, service and ROI.
•    Partner with sales to further improve service and orderbook nuances per account, in consideration of both customer experience and cost. Define success measures and benefit analysis.

Communication: 
•    High level of cross functional collaboration both written and verbal with Commercial, Key Stakeholders both internal and external. Frequency can range from daily to monthly deliverables.
•    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.
•    Effective in communicating both risks and opportunities to executive level teammates and presenting solutions or scenarios for mitigation when possible.

Team & Talent Building:
•    Creates a team identity and shared purpose to drive toward regional and department goals.
•    Motivates and drives accountability by creating clear measurable goals, responsibility and role clarity and communicating expectations.
•    Takes ownership of departmental results by tracking team contributions.
•    Serves as a trusted coach or mentor that guides Teammates through development opportunities and gives continuous feedback to ensure they are equipped to do the work independently.
•    Develops and supports talent planning strategies to align with cross-functional needs.
•    Acts in alignment with UA values and principles, encouraging other Teammates to do the same.
 

Qualifications (Knowledge, Skills & Abilities)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

•    Results-driven leader with vision and enterprise mindset.
•    High level of competency for people management
•    Exceptional presentation skills required.
•    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.)

Education And / Or Experience

•    Bachelor’s Degree
•    10 years +’ experience in supply chain operations or project/process management.
•    10 years +’ experience in people management
 

Other Requirements

Relocation

No Relocation Provided

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