Promotional Products: Account Services Lead Bilingual

Staples is business to business. You're what binds us together.
While you may know Staples as the world's leading office supply company, Staples Promotional Products – a division of Staples – is a national leader in the promotional products industry. At Staples Promotional Products, we help customers build love for their brands with customized merchandise solutions. Whatever story they want to tell, connection they want to make, or goal they need to deliver, Staples Promo makes it easy to design promo experiences that create lasting impact. Join our winning team

At Staples Promotional Products (SPP) we execute promotional merchandise programs (e-stores and marketing initiatives) for some of the world's best known brands. The Account Services Lead is a leader on the Account Services team, and is responsible for managing 1-2 direct reports, managing a book of Program Customers, driving profitable growth, and delivering exceptional internal and external customer service.

The Account Services Lead is responsible for strategizing and managing team deliverables related to the planning and execution of our customer e-store platforms (which house/transact corporate-branded, industry-leading merchandise collections). The Account Services Lead project manages, develops and delivers on all aspects of program strategy and execution for a set of assigned accounts, and leads a project team consisting of Account Services Program Specialists, Account Services Program Admins, and non-direct-report Account Services Merchandisers. The Account Services Lead is responsible for achieving/exceeding revenue and margin targets.

What you'll be doing:

• Take ownership of a $4-8M book of program business, with goals for year-over-year growth and profitability.
• Lead and mentor a team (pod) of 1-2 associates, ensuring timely execution of customer account plans that meet key revenue and profitability targets.
• Partner with sales to develop and execute program strategy, including strategic business plans, client calendars, inventory management, and marketing activity execution.
• Project manage all aspects of program execution for assigned accounts—including meeting launch deadlines, margin goals, SKU counts, and budgets—while serving as the primary customer contact.
• Communicate program updates, manage customer expectations, host "After Action Reviews," and address customer issues, all to deliver best-in-class service and meet internal SLAs.
• Lead Customer Business Reviews and identify new opportunities within existing accounts.
• Coach, mentor, and train your team, promoting accountability, professional growth, and a collaborative, solutions-oriented culture.
• Collaborate with cross-functional teams—Inventory, Systems, Marketing, Creative Services, and Sales—to drive program success.
• Develop program forecasting, budgeting, and process improvements while championing innovation and creative strategy within your team.
• Support RFP and pitch projects as needed,and provide coverage and leadership in team meetings or when team members are absent.
• Perform additional duties as assigned to support business needs.

What you bring to the table:

• Solid PC skills—especially in Excel, Word, and PowerPoint.
• Outstanding business and people communication skills, with a proven ability to energize and motivate a team.
• Superior problem-solving skills with a proactive, solutions-oriented approach, demonstrating ownership and accountability for results.
• Experience managing customer relationships, leading cross-functional project teams, and delivering program results.
• Creativity and a drive for continuous improvement, with a knack for developing innovative merchandise collections and customer experiences
• Strong computer skills, especially in Microsoft Office Suite.

What's needed – Basic Qualifications:

• 5+ years of business experience.
• 2+ years people management experience.

What's needed – Preferred Qualifications:

• Bachelor's degree.
• Experience in product development, merchandising/buying, marketing, sales, or account management.
• Strong leadership, coaching, and mentoring skills.
• Demonstrated experience in strategic planning and program execution.

We Offer:

• Inclusive culture with associate-led Business Resource Groups
• Vacation Allotment and Holiday Schedule
• Online and Retail Discounts, Company Match RRSP, Physical and Mental Health Wellness programs, and more