Head of Happiness Delivery (Customer Service), China

At a Glance:

We are excited to offer the role as Head of Happiness Delivery China to a strategic and passionate people leader who will lead our China Happiness Delivery teams located in Shanghai into the future.

With your strategic mindset, your exceptional problem solving skills and your experience in leading teams you lay the foundation for the future growth of the team in an efficient and consumer focused way, keeping our customer service philosophy at heart.

Your Team:

You will work in a team where team-spirit is key. The team loves new challenges, delivering happiness and wow-ing our customers is part of their DNA.

Being in direct contact with our customers means we’re able to consistently surprise them with outstanding service. We see problems as challenges and aim to solve them in the most positive way possible. Communication and enthusiasm are key in Happiness Delivery. Dedicated to delivering the wow, we are a passionate team that supports each other, questions the status quo and aims to constantly improve the customer experience. That’s why we are called Happiness Deliverers.

Your Mission:

• You partner with the Operations and Happiness Delivery leadership ensuring that the team is set up for the future growth to provide best in class customer service across all channels
• You coach your team on solution-oriented and efficient ways of working in a fast paced and highly demanding environment by leading by example, acting as role model and living the On Spirits
• You define KPIs, analyze and track relevant success metrics (Online store score, response time, backlog, phone coverage), identify the business priorities and translate them into actions for your team helping them to further develop and grow, both professionally and personally
• You support the team to drive automation where it makes sense and to streamline processes to be more efficient. This will allow the team to deliver the WOW as much as possible
• You are involved in the decision making of new hires and responsible for strategically forecasting team future growth 

Your Story:

• 3+ years of relevant experience in a leadership role in Customer Service or Sales Operations incl. experience in leading teams across multiple locations 
• Experienced in building and leading high performing teams in an agile environment
• Strong understanding of needs and challenges in our industry and of customer service trends
• Proactive and inspiring team leader with a diligent, organized and reliable working method as well as high attention to detail
• Natural desire to constantly re-think, question and organize the way our customer service operation is set up
• Ability to read, speak and write English fluently; other languages a plus

What we offer:

We offer a dynamic, challenging and sportive environment that has been ranked as the ‘fastest growing sports company’ of its time. With offices across the globe, we are an international team who is hungry to innovate and build something incredible. We foster an active environment where each individual thrives for excellence and can achieve their full potential. This is where your work matters, you’re hands-on and your team members are amongst the very best in their respective disciplines and fields. 

If you are driven to bring On to the next level, curious about the opportunity and want to be part of our growing team send us your application, and join the ONiverse!

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.

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