Brand Lead

Job Title: Brand Lead

Reports to: Brand Manager

Location:  Broomfield, CO

The Role

The Brand Lead will focus on assisting Key Accounts Reps, Territory Reps, and Call Loop Reps to ensure they are successful in their role. This role will primarily be responsible for assisting to lead their respective teams by coaching and developing their technical and communication skills and creating a cohesive team. Responsibilities include identifying and removing obstacles, monitoring quality, and keeping their team motivated and working efficiently.

An ideal candidate will be an order book management expert with a sharp business mindset, skilled in communication and problem solving, self-management, and the ability to be flexible and focused with changing priorities. Strong aptitude to assess root issues and assist in coaching their team members with any difficulties they encounter, removing bottlenecks to ensure achievement of team goals. Leads will bring a solutions-based approach to problem solving, bringing innovative thought. Interpersonal and negotiation skills will also be essential in acting as a liaison between managers, fellow leads, and teams.

DUTIES AND RESPONSIBILITIES

Leading Team & Culture Building

Responsibilities include:

• Conduct check-ins with Call Loops, answer any questions, give constructive feedback for development
• Ensure Call Loop daily responsibilities are met, and projects are completed on time and accurately
• Provide training for systems and updated resources to Call Loop
• Time keeping approval for Call Loop
• Partner with ASM to provide feedback for Call Loop performance review

Driving Performance and Monitoring Quality

Responsibilities include:

• Provide on floor presence and act as resource for daily questions
• Continuous learning to remain technical expert in order book management and systems navigation
• Review reports on a regular basis to identify problems to either follow up with individual team members or bring to the attention of Leadership.
• Approve Credit Memos and Close Out Orders
• Distribute weekly reports to team to review and act on (holds report, auto-reschedule report, top 5 not picking, etc.) and follow up
• Conduct weekly or bi-weekly meeting with individuals on the team to discuss focus for the quarter and ongoing process and issues
• Assists ASM in holding team members accountable for completion of work and high levels of customer service
• Reviews work and provides constructive feedback, encouraging team to perform their best
• Mentor new team members to confirm understanding of processes and responsibilities
• Know and share best practices to ensure consistency across brands where possible
• Maintain the department as a center of excellence for customer service
• Support Management in developing OneSource documentation through callouts and suggestions
• Reporting responsibilities as required

Driving Continuous Improvement

Responsibilities include:

• Collaborate with Assistant Brand Managers and Training Team by identifying bottlenecks within the team and present solution ideas
• Responsible for ensuring operational efficiency for team by knowing team members’ day to day activities in detail and removing obstacles
• Partners with new employees to assist in training and development
• Ensure team receives relevant training and updates on policies and procedures
• Assists team in clearing iFace and Worklist in a timely manner

Other

Responsibilities include:

• Other projects/tasks as assigned
• Lead by setting a strong example in action, integrity, and professionalism 
• Occasional travel as assigned
• Provide support on daily functions as needed in team member’s absence or during Peak

QUALIFICATIONS

• Bachelor’s Degree preferred
• Experience as Brand Lead, Coach, or similar coaching position
• Prerequisite requires experience as a Deckers Brands Wholesale Key Account Representative or equivalent
• Minimum 1-2 years of a customer-facing role, with superior verbal and written communication skills
• Previous experience mentoring and coaching team members toward skill development and goal achievement

Functional & Technical Competencies

• Tech savvy and advanced in Microsoft Excel and Outlook, specifically Pivot Tables, VLOOKUP and IF formulas
• Technical expert in Oracle and EDI systems
• Strong aptitude for learning and navigating new systems and software
• Ability to analyze data, identify root issues, and implement relevant and innovative solutions
• Exhibits strong interpersonal skills and an a