Lead, Customer Service & Operations, South Korea

ON RUNNING; London; On-site; GBP 125,000 - 150,000; Full time

Job summary

A prominent sportswear company is looking for a Lead - Customer Service & Operations who will spearhead the customer service team in South Korea. This role demands a strategic leader capable of driving operational excellence, enhancing customer service, and developing high-performing teams. Ideal candidates will have at least 3 years in leadership roles, fluency in Korean, and a proven track record in the industry. This position offers an opportunity to shape the future of the company's operations in a dynamic market.

Qualifications

• 3+ years of experience in a leadership role within customer service, account management, logistics, or related operations.
• Proven ability to motivate teams and build high-performing teams in a fast-paced environment.
• Fluency in Korean and business proficiency in English.

Responsibilities

• Identify opportunities for improvement across Customer Service, Warehouse, and Logistics.
• Implement structured, data-driven approaches for smooth operations.
• Coach and mentor the team to foster efficient work styles.
• Define and analyze KPIs to support team development.

Job description

Overview

We are excited to offer the role of Lead - Customer Service & Operations (internally called Happiness Delivery) to a strategic, passionate and service oriented team player who will lead the Customer Service team located in Seoul.

Leveraging your strategic mindset to identify growth opportunities, your exceptional problem-solving skills to navigate challenges, and your extensive experience in leading teams to inspire and motivate, you will be instrumental in establishing a strong foundation for the company's future expansion and driving operational excellence within the region.

Your Mission

Strategic Foundation & Process Improvement: Identify opportunities for enhancement across Customer Service, Warehouse, and Logistics, driving improvements through collaboration with cross-functional and cross-geographical teams.

Operational Excellence & Efficiency: Implement a structured, data-driven approach to ensure smooth operations. Support the team's daily activities and lead by example, focusing on effective and efficient approach to problems.

Team Leadership & Talent Development: Coach and mentor the team to foster a solution-oriented, efficient work style in a dynamic environment, embodying the On spirits. Lead strategic planning for team growth and actively participate in the hiring process.

Performance Analysis & Strategic Execution: Define, analyze, and report on KPIs like order fulfillment, service-level agreements, customer satisfaction (NPS), response time, and backlog. Translate business priorities into actionable plans to support team development and growth.

Cross-functional Partnership & Customer Advocacy: Forge strong relationships with internal and external stakeholders (Sales, Retail, Marketing, Logistics, Finance) to ensure seamless information flow, resolve challenges collaboratively, and drive exceptional customer satisfaction and brand reputation.

As one of the early key members of the team in South Korea, On will rely on your expertise to design and implement efficient, customer-centric customer service and operational processes from the ground up, all while maintaining clear and consistent communication with, and reporting directly to, the Senior Lead for Japan and South Korea.

Your story

Operational Excellence: A proven track record with strong practical skills in customer service, account management, logistics, or related operations. Demonstrated ability to leverage a data-driven approach to continually analyze, question, and optimize operational processes for success.

Leadership & Team Development: Minimum 3 years of experience in a leadership role within customer service, account management, logistics, or related operations. Proven ability to motivate teams, drive performance improvements, and build high-performing teams in an agile, high-growth environment.

Entrepreneurial Drive: Demonstrated experience in building operations from the ground up and navigating complex, ambiguous challenges. Proven ability to thrive in a demanding, fast-paced environment with autonomy and responsibility.

Communication & Collaboration: Excellent cross-level and cross-departmental communication, coordination, and interpersonal skills. Exceptional listening and questioning abilities, with a strong capacity to build collaborative working relationships. Native-level fluency in Korean and business proficiency in English (written and oral).

Industry & Technical Proficiency: In-depth understanding of the sporting goods or Fast-Moving Consumer Goods (FMCG) industry is preferred. Proficiency in using CRM systems such as Microsoft Dynamics 365 and Salesforce, as well as Google Workspace applications.