Customer Manager

Summary

Customer Manager

The Customer Manager serves as the primary sales expert for designated customer accounts, providing strategic insights and ensuring the execution of joint business plans. This role collaborates closely with Key Account Managers (KAMs), order entry, claims, schematics, and retail sales associates to meet all client and customer standards. The Customer Manager acts as a critical link between the KAM team and stakeholders at assigned customers.

The Customer Manager partners with customers to develop strategic plans, achieve business goals, and work with retailer associates (buyers, category managers, replenishment managers, etc.) during headquarter calls to implement programs.

• Drive client business at assigned customers by increasing distribution, growing sales, and achieving KPIs within budget guidelines.
• Analyze customer data to develop sales plans and presentations; manage and coordinate sales activities.
• Serve as the conduit between customers, KAMs, and clients for product line presentations, new item introductions, and display selling.
• Manage and delegate KAM and client initiatives, including pricing parity, business trackers, photo requests, and special projects.
• Ensure timely and accurate responses from customers to KAM teams and clients, including promotional forecasts.
• Develop selling recommendations to drive long‑term business growth.
• Attend and present at client and management team meetings.
• Conduct customer meetings focused on promotional events and displays.
• Build and maintain relationships with buyers and support departments; assist with tactical issues such as POs, cost changes, and contract execution.
• Sell displays, promotions, and new item introductions, present business reviews.
• Utilize customer scan data to build product distribution recommendations.
• Monitor and present pricing disparities; achieve parity pricing inline and versus competition.
• Complete weekly photo and pricing requests per client needs.

• Meet or exceed client goals for sales, distribution, share, pricing, shelving, and promotional volume.
• Launch strategies to pursue new opportunities.

• Execute retailer headquarter calls and penetrate key positions to:
  • Achieve sales goals while managing promotional funds within financial guidelines.
  • Ensure accurate retail pricing and order guides.
  • Secure client‑approved schematics and communicate direction to internal teams.
  • Drive incremental sales through new product distribution and SKU maintenance.
  • Collaborate with category management to develop retailer presentations using data‑driven insights.
  • Achieve targeted ACV on innovation.

• Build and maintain strong client and retailer relationships to ensure engagement with key stakeholders.
• Develop and deliver sales presentations highlighting accomplishments and opportunities.
• Provide strategic input for annual business plans and ongoing customer management, driving win‑win solutions.

• Direct Reports:
  None
• Indirect Reports:
  May delegate tasks and provide guidance, direction, and mentoring.

• Travel is an essential function of this role.
• Some overnight travel required.

• Education:
  
  Bachelor's degree or equivalent experience.
• Experience:
  
  2–4 years in sales or retail; CPG industry knowledge preferred.
• Ability to manage multiple projects simultaneously.
• Familiarity with designated customers preferred.

• Excellent written and verbal communication skills.
• Strong interpersonal and relationship‑building skills.
• Ability to motivate, inspire, and manage conflict effectively.
• Sound judgment and decision‑making capabilities.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook) and web browsers.

Job Will Remain Open Until Filled

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of associates so classified.

The Company is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, the Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.