Position Purpose:

As the Senior Manager, Account Services, you will serve as the leader of the customer-facing "front door" for credit and account management. You will own the end-to-end lifecycle of account origination, ongoing maintenance, and the overall customer experience journey.

This is a highly collaborative operational leadership role requiring day-to-day partnership with Commercial and Credit Risk teams. Your mission is to build and maintain reliable, easy-to-use processes that eliminate customer friction while ensuring rigorous data integrity and compliance.

Key Responsibilities:

1. Application & Onboarding Management

• End-to-End Ownership: Oversee the new customer credit application process from intake and documentation gathering to underwriting handoff and final account setup.
• Cross-Functional Alignment: Partner closely with commercial teams to drive fast, clean account activations that accelerate time-to-revenue.
• Compliance & Risk Mitigation: Ensure robust execution of Know Your Customer (KYC) protocols and timely collection of trade and bank references.

2. Account Maintenance & Data Governance

• System of Record Stewardship: Act as the primary gatekeeper for customer master data, ensuring all downstream processes rely on clean, accurate information.
• In-Life Account Changes: Manage all ongoing account updates—including changes to legal entities, tax status, payment terms, and organizational hierarchies.
• Audit Readiness: Maintain a pristine audit trail for all account modifications and compliance updates.

3. Customer Journey & Process Optimization

• Friction Reduction: Map end-to-end customer data flows across account setup, credit, billing, collections, and dispute touchpoints to identify and eliminate customer friction.
• Digital Transformation: Partner with IT and Commercial teams to champion self-service tools and shape the customer portal roadmap.
• Lifecycle Management: Oversee the annual customer re-review process to ensure all active accounts remain compliant and appropriately rated.

Candidate Profile & Qualifications

Experience & Skills

• Operational Leadership: 7+ years of experience in finance, commercial credit administration, customer onboarding, or account management, with a track record of leading teams.
• Customer-Centric Mindset: Deep experience in customer-facing roles with a passion for designing elegant, friction-free customer experiences.
• Collaborative Powerhouse: Proven ability to build strong daily partnerships with Sales, Credit Risk, and IT/Technology teams.
• Detail & Process Oriented: Analytical mindset with a hyper-focus on data accuracy, clean audit trails, and process standardization.
• Tech Savvy: Familiarity with customer portals, CRM/ERP systems, and modern onboarding technology platforms.

Direct Manager/Direct Reports:

• This position typically reports to Director Credit Services
• This position has no Direct Reports

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• MBA
• Prior experience with extensive financial analysis, modeling and planning

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 7

Competencies:

• A thorough understanding and knowledge of the principles/disciplines of the retail industry.
• Proven track record of ability to manage a high volume of analytical projects.
• Excellent quantitative and analytical skills.
• Ability to create and manage high performing teams, both internal and cross- business.
• Able to think strategically about business problems and opportunities and to focus efforts on projects that most closely support key company initiatives.
• Very strong communication skills, both verbal and written.
• Ability to leverage data and analysis to craft a well-thought story utilizing Power Point.
• Demonstrated decisiveness and sound decision making skills and demonstrated strong results in managed projects
• Project management skills; ability to prioritize and multi-task effectively.