B2B Operations Account Team Lead (12-month Fixed Term)

What you'll do

Lead the Operations Account Management team for the Offline European market, setting clear objectives, coaching team members, and building a culture of accountability and continuous improvement.

Coach and develop team members through regular 1:1s, clear goal-setting, direct feedback, and structured performance follow-ups, ensuring the team consistently delivers against priorities and performance targets.

Drive day-to-day B2B retail operations across multiple retailer accounts, ensuring smooth execution, clear ownership, and high-quality delivery.

Own the full retailer account lifecycle, from onboarding to ongoing tracking, reporting, operational performance management, and improvement actions.

Monitor operational KPIs and retailer performance, identifying root causes behind delays, delivery issues, process gaps, or recurring escalations, and driving the right corrective actions.

Coordinate closely with internal teams across Offline, Supply Chain, Logistics, Customer Excellence, Finance, and Tech to solve operational blockers and improve execution.

Run regular operational reviews with internal teams and external retail partners to align on priorities, resolve issues, and identify improvement opportunities.

Build and maintain strong retailer relationships, ensuring team output consistently meets partner needs and stakeholder expectations.

Define and improve operational processes, workflows, and reporting routines to increase efficiency, visibility, and retailer experience.

Lead ad-hoc projects and initiatives, from process enhancements to client-specific programs, with a bias for action and delivery

Who we're looking for

• A direct, people-first leader who builds trust, sets clear expectations, and holds the team accountable to performance.
• Experience leading or coordinating teams in B2B operations, retail operations, order management, supply chain, logistics, customer logistics, or account operations, ideally with exposure to physical products, order-to-delivery flows, issue resolution, and performance follow-up.
• Strong understanding of operational execution for physical products, ideally across order-to-delivery, retailer/customer support, delivery coordination, issue resolution, or performance follow-up.
• Comfortable managing multiple accounts, workflows, and stakeholders at the same time, knowing which topics need immediate action and which can be structured for later.
• Process-oriented but hands-on, able to design operational frameworks while still getting into the details when needed.
• Strong stakeholder management skills, with confidence communicating with internal teams and external partners.
• Comfortable operating in ambiguity, making decisions with the information available and moving forward without waiting for perfect conditions.
• Data-literate, with strong Excel and/or Tableau skills for reporting, tracking, and performance analysis.
• Fluent in English; additional European languages (German, Portuguese, Spanish, or French) are a strong advantage.
• Ideally available from June 1st of 2026.