Customer Business Manager, E-Commerce Channel

About the role

This position is remote. The Manager, Customer Business – E-Commerce is responsible for defining and executing strategies that maximize the growth and profitability of the e-commerce channel, with a primary focus on pure player retailers such as Amazon Fresh, FreshDirect, and other emerging digital customers. This role drives the strategic development, commercialization, and execution of the Yogurt business across e-commerce platforms while ensuring alignment with company objectives and customer priorities. The position partners closely with internal cross-functional teams and external customer stakeholders to accelerate sustainable growth, optimize customer relationships, and deliver best-in-class digital execution.

Responsibilities

• Lead the e-commerce strategy for key pure player customers by aligning customer needs with Lactalis business priorities to drive profitable growth and market share expansion.
• Develop and execute customer business plans, including pricing, trade investment, promotional strategies, merchandising calendars, assortment decisions, and distribution plans.
• Identify and pursue growth opportunities within existing and emerging pure player accounts to generate incremental revenue and strengthen the company’s competitive position.
• Drive category leadership initiatives with key customers to influence assortment, merchandising, digital shelf execution, and promotional strategies.
• Own customer account performance, including P&L management, trade spending, revenue growth, and achievement of financial objectives.
• Build and maintain strong customer relationships through regular business reviews, presentations, strategic planning sessions, and industry engagement.
• Conduct digital audits to evaluate product content, search visibility, assortment availability, promotional execution, and overall customer performance.
• Partner with Omnichannel, Marketing, and Shopper Marketing teams to enhance online visibility, optimize product content, and leverage digital tools that improve conversion and consumer engagement.
• Lead commercialization efforts for innovation and private label opportunities by aligning customer needs, category trends, and business objectives.
• Develop fact-based sales presentations and perform ROI analyses to generate actionable insights regarding brand performance, category dynamics, and customer opportunities.
• Partner closely with Demand Planning to improve forecast accuracy, align promotional activities, manage risks and opportunities, and support inventory planning.
• Collaborate with Customer Service, Supply Chain, and Accounts Receivable teams to address shortages, improve fill rates, minimize invalid deductions, and accelerate recovery of customer claims.
• Manage operational execution activities including product setup, promotional activation, coupon administration, and other customer-facing deliverables without broker support.
• Utilize syndicated and customer-specific data sources to identify trends, evaluate promotional effectiveness, and support strategic decision-making.
• Serve as a subject matter expert within the e-commerce channel by sharing insights, market trends, and best practices that support broader business growth.

Work Conditions

• Travel may be required up to 25%.
• Extended hours may be necessary based on business and project requirements.
• This position follows the company’s Hybrid Work Policy, which currently includes three days per week in the office and two days per week working remotely.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Requirements

• Bachelor’s degree required or equivalent combination of education and relevant experience.
• Minimum of 5 years of experience in account management, sales strategy, customer business management, or a related commercial role preferred.
• Minimum of 5 years of experience in e-commerce, digital sales, or customer business management within the consumer packaged goods or retail industry preferred.
• Proven experience developing and executing customer strategies for pure player accounts such as Amazon Fresh, FreshDirect, Instacart, or similar platforms.
• Experience managing customer business plans, trade investments, and profitability objectives.
• Strong proficiency with Microsoft Excel, PowerPoint, and syndicated data sources such as Circana/IRI.
• Experience working with digital merchandising, promotional planning, and e-commerce execution.
• Knowledge of commercial processes and e-commerce channel management.

Skills

• Strong knowledge of e-commerce retail dynamics, customer development, and digital commerce strategies.
• Ability to analyze customer, consumer, and market data to identify opportunities and develop actionable recommendations.
• Expertise in budget management, forecasting, and P&L analysis.
• Experience with digital shelf management, search optimization, and online merchandising strategies.
• Strong presentation, communication, and relationship-building skills.
• Ability to manage multiple priorities while driving execution in a fast-paced environment.
• Advanced analytical, reporting, and problem-solving capabilities.
• Strong understanding of promotional planning and return-on-investment analysis.

Competencies

• Commercial Process Management
• Sales Data Analytics
• Sales Budget and Forecasting Management
• Customer Account Management
• Promotions Management
• Sales Negotiation
• Sales Reporting and Business Analysis
• Strategic Thinking
• Teamwork and Cross-Functional Collaboration
• Analytical Thinking
• Results Orientation and Accountability
• Influencing and Relationship Building
• Customer Focus
• Business Acumen

Benefits

At Lactalis, we offer a comprehensive Total Rewards Program with a variety of affordable benefits and coverage options. We support insurance costs significantly, contribute generously to retirement plans, and offer Paid Time Off from day one. We are committed to your professional growth, providing training and development opportunities, including Education Reimbursement.