Senior B2B Account Services Specialist

ON.com; City of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global sports fashion company is seeking a Senior Specialist to join the Key Account Services Team in London. The ideal candidate will manage and optimize the end-to-end customer process, drive process improvements, and build relationships with key account teams. Candidates should have over 4 years of experience in a customer-facing operational role with strong project management and data analysis skills. This position offers opportunities for personal and professional growth within a supportive team environment.

Benefits

Team-oriented atmosphere

Personal self-care access

Holistic development tools

Qualifications

• 4+ years in a similar customer-facing or operational role in the Sports or Retail sector.
• Expertise in managing complex workflows and operational projects.
• Ability to effectively communicate with cross-functional teams.

Responsibilities

• Manage and optimize the end-to-end customer process.
• Identify and solve service issues through data analysis.
• Communicate with third-party logistics providers and stakeholders.
• Drive process optimization and document workflows.
• Build relationships with key account operational teams.

Skills

Customer-facing experience

Project management

Data analysis

Logistics management

Problem-solving

Communication

Tools

Excel/Sheets

Job description

Our Account Services team is rapidly expanding, bringing exciting opportunities to join us in London! We are seeking a highly experienced, strategic, and adaptable Senior Specialist to join our Key Account Services Team. You will be the operational lead in overseeing and significantly developing our unique partnership with our Key Accounts, leading global omnichannel retailers of Sports Fashion and Outdoor brands. This elevated role demands advanced analytical capabilities, complex logistics management, adaptability and a focus on driving deep-level process improvements that will be critical to the sustained success and profitability of these Key Accounts. Your role will leverage the latest technology to transform relevant customer and product data into proactive, strategic business actions.

Your Mission

• Serve as the primary operational point of contact. You will manage and optimize the end-to-end customer process, including the order book, delivery schedules, and complex invoicing for the Key Account via email and phone.
• Identify and solve root causes of service issues through data analysis, structured problem-solving, and close collaboration with internal teams and the customer.
• Proactively communicate and collaborate with our Third‑Party Logistics provider (3PL) and key internal stakeholders (Sales, Warehouse Coordinator, Demand Planning, Orderbook Manager) to identify bottlenecks and implement improvements that guarantee the consistent, on‑time delivery of products.
• Drive process optimisation by documenting workflows, automating where possible, and sharing best practices across Account Services.
• Lead operational reviews with KAs and internal stakeholders, translating insights into actions that improve speed, accuracy, and visibility.
• Build and nurture robust, multi‑level working relationships with the Key Account's operational teams. You will enjoy regular travel within the UK to visit KAs and our Warehouse in Thatcham to conduct reviews and improve processes first‑hand.

Your story

• Experience: You bring 4+ years of dedicated experience from a similar customer‑facing, operational, or sales support role, preferably within the wholesale or B2B sector of the Sports or Retail industry.
• Execution: You have demonstrated expertise in project management and the ability to effectively structure and manage complex workflows and operational projects from inception to completion. Use order‑book data, delivery KPIs, and partner feedback to identify root causes of service gaps, implement process changes, and report measurable improvements in delivery accuracy and speed.
• Influence: Effectively communicates cross‑functionally and problem‑solves with internal teams (e.g., Demand Planning, Warehouse) and external partners (e.g., 3PL) with comprehensive knowledge of global logistics and supply chain processes. Skilled in navigating and aligning cross‑functional priorities across logistics, finance, and supply chain to resolve issues.
• Technical Skill: Proven ability to manage and transform large data sets using Excel/Sheets, creating insightful tools that directly inform clear decision‑making.
• Mindset: You are a highly self‑driven professional with impeccable attention to detail, consistently prioritizing tasks for critical business impact using data and evidence. Your solution‑oriented mindset focuses on optimizing operational efficiency and enhancing processes for long‑term benefit, with all learnings codified as best practice and dispersed across the wider team to ensure collective growth and optimal delivery for key accounts.
• Innovation: Curious and creative thinker who introduces new ideas that make processes simpler and smarter, leading by example and influencing others.
• Collaboration: Strong interpersonal skills and a natural team player who builds lasting partnerships.

About the Team

The Account Services team is the operational backbone of our key account business. We translate customer needs into flawless execution and see every problem as a chance to improve. We work closely with partners and internal teams to deliver the WOW experience On is known for. You’ll join a small, high‑impact team that values transparency, accountability, and curiosity.

Home to nearly 3000 parks, a population speaking more than 300 languages, and a vibrant art and music scene, London is one of the world’s most loved cities for good reason.

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.

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.