Job Description

Under Armour has one mission: to make you better. We have a commitment to innovation that lies at the heart of everything we do, not just for our athletes but also for our teammates. As a global organization, our teams around the world push boundaries and think beyond what is expected. Together our teammates are unified by our values and are grounded in our vision to inspire you with performance solutions you never knew you needed but can\'t imagine living without.

Position Summary

The Manager, Account Services will lead Account Services (Customers Operations & Outbound) for our South APAC customers, inclusive of Regional Wholesale, Digital, Distributors, Retail, etc.

Responsible to drive SAPAC service strategies to achieve revenue targets and best-in-class service with order book transparency and on-time deliveries that meet/exceed account expectations. Responsible for managing and defining fulfilment strategies, key service SLA and KPIs to build and improve the overall customer experience. This role involves working with Leadership both locally and globally, with stakeholder management and ownership of Account T2T meetings.

Essential Duties & Responsibilities

Organizational Impact:

• Drive alignment with cross-functional partners on strategic initiatives aligned with LRP and POD expansion plans. Collaborate with and provide decisive points of view with partners internally and externally.
• Demonstrate a consumer-first mindset to implement and drive relevant strategies to improve operational efficiencies together and service to accounts.
• Responsible for the overall project implementation success and ongoing operations relevant to the business.
• Define, develop, and manage account service-related SLAs inclusive of order book management metrics, response times, CRM metrics, reporting and email response.
• Partner with cross-functional teams on key SLAs impacting service inclusive of fill rates, order fulfillment, inventory accuracy, ATP reporting and key compliance measures.
• Lead and facilitate customer-facing Account Supply Chain T2T\'s.
• Partner with Customer Compliance / Capabilities, Finance, Transportation and Distribution to facilitate key customer meetings/calls as well as build and develop account cost-to-serve models.

Process Management:

• Drive process improvement to strategize and build new ways of working and operationalizing systems to meet service and customer requirements (ie: B2B, CRM tools, reporting dashboards)
• Define fulfilment strategies for regions based on customer requirements, service, and ROI.
• Partner with sales to negotiate any new account fulfilment strategy that requires account buy-in and execution. 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 in a timely manner.
• 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:

• Create a team identity and shared purpose to drive toward regional and department goals.
• Motivate and drive accountability by creating clear measurable goals, responsibility and role clarity and communicating expectations.
• Take ownership of departmental results by tracking team contributions.
• Serve 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.
• Develop and support talent planning strategies to align with cross-functional needs.
• Act in alignment with UA values and principles, encouraging other Teammates to do the same.

Qualifications (Knowledge, Skills & Abilities)

• Analytical - Collects and provides data; Uses intuition and experience to complement data.
• Problem-Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations.
• Technical Skills - Strives to continuously build knowledge and skills, and Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Excellent Communication - Listens and gets clarification; Responds well to questions; Participates in meetings. Writes clearly and informatively; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone\'s efforts to succeed.
• Leadership - Exhibits confidence in self and others; Accepts feedback from others.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization\'s goals and values.
• Adaptability - Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.

Education And / Or Experience

• Bachelor\'s degree in business administration, supply chain, or a related field (or equivalent experience).
• 8 years + experience in supply chain operations or project/process management
• 4 years + experience in people management

Relocation

• No relocation is provided

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, 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, and any other characteristic protected by applicable law. Under Armour believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Under Armour