Lead Account Manager

Position Summary

The Lead Account Manager serves as the primary point of contact for key customer accounts, ensuring exceptional service and strategic partnership. This role manages and strengthens client relationships while overseeing the execution of day‑to‑day business needs across a diverse portfolio of personal care products, including cosmetics, skincare, haircare, and fragrance. Working cross‑functionally with internal teams such as Production, Supply Chain, Quality, and R&D, the Lead Account Manager ensures seamless communication of critical updates related to production status, scheduling conflicts, material availability, order management, and capacity planning.

The position also leads a team of Account Managers and/or Account Representatives, coaching, developing, and monitoring performance to deliver the highest level of service and align with internal OKRs.

• Ensure the needs of the customer are met through data analysis, interpretation, and translation into executable actions.
• Build and maintain strong, long‑term relationships with key customers.
• Regularly communicate with customers to review monthly production progress, address concerns, and provide updates and solutions.
• Work closely with Project Services to monitor and communicate critical updates of open projects.
• Work closely with the Scheduling team to communicate customer priorities regarding production of ongoing portfolio items.
• Learn customers’ current brand portfolio and identify new product opportunities.
• Work with R&I and develop innovation strategy for customers.
• Create presentations and provide insight into the status of customers, including finance, innovation, and strategy.
• Assist in creating presentations to showcase new innovations and manufacturing technologies to customers.
• Assess, quote, and validate new products and customers.
• Monitor and assess risks and develop mitigation plans to reduce impact.
• Regularly review inventory levels and initiate inventory management processes.
• Provide status reports and business assessments to executive and customer stakeholders.
• Remain in compliance with procedures related to sales, including training, customer complaints, product recalls, NOEs, CAPAs, etc.
• Act as point of escalation for the team’s customer conflicts as they arise.
• Additional duties and/or special projects as required by the Associate Director of Outside Sales.

• Understand internal manufacturing capabilities and operational requirements to align with customer inquiries.
• Strong skills in demand planning, forecasting, and order management.
• Strong oral and written communication skills.
• Excellent interpersonal and organizational skills.
• Understanding of supply chain, MRP, and demand planning.
• Proficient in Microsoft Office Suite – strong Excel experience preferred.
• Understanding and use of an ERP system; specifics to be provided during training.

• Bachelor’s degree in business, marketing, communications, or related field (advanced degree preferred).
• 3 to 5+ years of experience in the personal care, beauty, or cosmetics industry.
• Manufacturing experience highly preferred.
• Strong track record in account management, with direct responsibility for key customer relationships.
• Experience working with ERP systems, such as SAGE, SAP, or Oracle.
• Demonstrated leadership experience, including supervising, coaching, and developing team members.

• Regularly sit, stand, and walk for extended periods.
• Ability to sit, balance, climb, stand, bend, squat, squeeze, kneel, turn, crouch, stoop repeatedly.
• Physically able to lift 20 pounds occasionally.
• Frequent exposure to varying temperatures, loud noises, heavy machinery, fumes, airborne particles, moving mechanical parts, electrical, chemicals, and vibrations.
• Frequent use of computer screen and headphones.