Role & Responsibilities:

Oversee Wholesale Partner operations for the Brand(s)/Market(s) supported, as it relates to the execution of seasonal GTM strategies, acting as the end-to-end operational account management expert and key contact point for Supply Chain and Brand stakeholders.

Monitor partner and country specific intake plans, outlining risks and opportunities against functional and Brand KPIs.

Evaluate and understand service and operational needs, Brand growth plans and key market requirements, and proactively take action to drive appropriate changes.

Initiate actions and constantly drive operational excellence to achieve high customer satisfaction for strategical key accounts.

Champion curiosity, customer centricity and continuous improvement. Communicate, provide context and execute against Brand & Platform strategies.

Key Result Areas:

• Demonstrate strong customer-centric mindset by building fruitful relationships with wholesale customers and solid understanding of Customers’ business drivers, challenges and success elements. Support the customers with analytics and advocate their needs across the business as a mean to improve both Customer and VF profitability.
• Monitor the orderbook daily through appropriate analytic tools and drive the conversion of unshipped orders, with a view to meet both financial and supply chain targets, whilst understanding customer requirements and inventory position. Identify, mitigate and communicate risks in converting the demand.
• Provide Customers with regular data and analytics that facilitate the management of their in-season demand.
• Review and reconcile their orderbook data and phasing prior to the start of the shipping season, to ensure orders include all relevant information for smooth in-season conversion.
• Monitor the seasonal orderbook buy completeness, work closely with supply planning team to spot potential buy drop bottleneck/opportunities and improve the buy success result. Effectively communicate with customers on demand fulfilment status.
• Track order fulfilment status, identify possible impact to seasonal launches and marketing stories and proactively work with the relevant stakeholders to communicate and mitigate risks. Understand and mitigate risks to business in case of unavoidable constraints in supply.
• Support Partners in planning their monthly intake in line with orderbook phasing, marketing campaigns, supply inbound schedule and customers sell-through data where available. Review payment requirements with Credit team in advance of the orders due date to avoid shipping delays. Provide the Brands with regular updates on pull-in opportunities and escalate risks/challenges effectively.
• Secure a smooth on boarding process for new brand/market/WS customers considering end-to-end OTC process. Provide advice and guidance to commercial team on all operational aspects related to onboarding a new client, including but not limited to orderbook phasing, fulfilment modes and cost implications.
• Act as the point of contact between Customers, Commercial Teams and DCs to prevent and resolve logistics-related issues, whilst ensuring shipments are phased throughout the months to avoid bottlenecks at DCs.
• Monitor readiness of drop-shipments at factory and proactively liaise with the necessary parties to ensure on time shipping.
• Manage overdue demand in line with set KPIs, stimulate discussion and action planning to re-direct or clear excess inventory.
• Liaise with Customers, Commercial functions and Order Support team to ensure replenishments, MO sales, returns and cancellations are executed in line with financial forecasts.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the Partners experience.
• Effectively manage EDI flows and Customer Portal maintenance where required.
• Regularly review operational and customer satisfaction KPIs and drive improvement actions.
• Own the CS brand policy with timely review to make sure that CS operations are compliant with SOX regulations
• Proactively analyse cost-to-serve and identify in-effectiveness/in-efficiency in the delivery of service, including non-standard request validation (VAS, documentation, etc.), shipment efficiency, reverse logistics handling, etc., with the purpose to balance service excellence and P&L implications.
• KPIs (non-exhaustive list):
• Financial forecast achievement
• On-time orderbook conversion rate
• Account/Market level cost-to-serve
• Customer Satisfaction rate
• Continuous improvement:

As a Business Partner for both Supply Chain and Commercial functions, responsible for the management of in-season Order-To-Cash processes, you are expected to contribute to initiatives aimed at improving the satisfaction of your internal and external customers, cross-functional collaboration and process efficiency, identifying and adopting best practices across multiple Brands.

Competency Requirements:

• Customer focus
• Decision making
• Collaboration
• Communication
• Driving for results
• Initiating action
• Ownership
• Simplicity

Functional Competencies –

• MS Office especially Excel
• SAP
• Tableau / other analytics tools

Experience

Minimum Relevant Experience: 5 years’ experience in Wholesale Customer Service, Customer Success, Order Management, Account Management, Sales Operations/Admin, Logistics or Supply Chain.

Academic Qualifications

Minimum Degree Held: Bachelor’s degree

Language Proficiency:

• Fluent in oral and written English plus one additional APAC language as specified at the time of recruitment (Mandarin, Cantonese, Korean, Japanese).

R-20260417-0003