ABOUT US

The world’s most beloved brands don’t just have customers, they have fans - communities of loyal advocates willing to show and share their brand love. 

At tms, our Global Merchandise Services team helps brands supply their fan communities with covetable merchandise that unleashes their badge-wearing potential. 

Enabling the people who love them most, to love them more. 

tms unites technology, marketing and sourcing to drive transformational change for the world’s leading brands. With 1000 employees across 26 countries, we offer an impressive range of solutions — from inspiration and innovation to category management and delivery. Most importantly, we're a place where you can achieve great things, and be recognized as the best.​

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Our parent company, HAVI, is a global, privately held company that delivers expertise and experience across analytics, packaging, sourcing, supply chain, and logistics. Together, we unlock potential in our shared talent, more career opportunities and benefits, and an elevated service for our clients.

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WHAT MATTERS THE MOST

Breakthrough, business-driving ideas come from extraordinary people with the freedom to be their most authentic selves at work. And we know authenticity and diversity — critical elements of our business — can only be realized when we create access and equity for all. We foster a culture of inclusion and belonging and aspire to be ever-evolving, always growing and listening.​

If you want your ideas to be heard and to contribute to a culture of inclusion and authenticity, bring us your voice!

Position Overview – Seattle

The Sr. Director, Account Management is a passionate and collaborative leader who excels in strategy, program development, and organizational process. They work closely with key stakeholders to enhance relationships and drive business growth. Their revenue-driven approach focuses on customer satisfaction and securing renewals by identifying growth opportunities and maintenance needs.

As a team manager, they possess a deep understanding of customer success principles and have a track record of successfully managing complex customer relationships in an enterprise environment. They excel at advancing opportunities while addressing any escalation needs. Their exceptional organization, problem-solving, prioritization, and communication skills enable them to build high-quality relationships and influence individuals at all levels of the organization.

The Sr. Director, Account Management is also skilled in program and project management, applying best practices to manage multiple programs concurrently, even in ambiguous situations. They maintain composure, professionalism, and a bias toward action and results. Additionally, they foster camaraderie, alignment around common goals, and are adept at conflict resolution.

Overall, this candidate is a well-rounded and effective leader, dedicated to driving success in account management through their passion for product, process, and people.

RESPONSIBILITIES

• Lead and develop a team of currently eight employees, comprised of Seattle-based direct reports and approx..5 Manilla-based indirect reports
• Lead coordinated efforts with South East Asia sourcing and production teams for all product pricing and purchase order management
• Customer centric focus meeting their needs and translating into innovation opportunities, process or project improvements and creating increased value for them
• Lead execution of customer-focused project plans, delivering scope, schedule and financials aligned with revenue growth, innovation and service improvement goals
• Develop and execute engagement models and enterprise level customer success plans that meet the needs of this customer segment to drive product adoption, usage, overall customer satisfaction and accelerated growth
• Service and cultivate multi-level customer relationships, building on the company’s legacy as a strategic partner in the Americas
• Foster relationships with customers executive decision makers and internally, acting as an advocate to drive customer success
• Support all contract renewals while evolving and strengthening our customer relationships
• Serve as the senior contact for strategic partners
• Serve as a PSP (professional services provider) to largest customer
• Deliver the highest level of customer service, quickly and adeptly solving customer problems and responding with timely and accurate information; escalating as necessary
• Advocate for customers internally, ensuring cross- functional teams (creative, product, supply chain) understand and prioritize all customer business needs
• Oversight of customer systems (EDI/order management, PLM, Core Data Portal, etc.) implementations of any new customer process expectations

Education & Experience

• Bachelor’s degree in business management, marketing or other relevant discipline required; Master’s in Business Administration a plus
• 10 years’ experience in customer relationship management, business development, revenue generation and strategic planning and execution
• Knowledge of the consumer products industry, including product go-to-market strategies, product launch and fulfilment

REPORTING

• Reports to Sr Vice President, RNA/LAC