Customer Manager

About the role

The Customer Manager is a sales expert responsible for designated customer(s), providing strategic insights and ensuring joint business plans are executed. This role bridges the relationship between the Key Account Management Team (KAM Team) and all stakeholders at assigned customer(s). Clients are manufacturers, vendors, or brands contracting Advantage as their sales force, while customers are retailers, wholesalers, or distributors purchasing clients’ brands.

The Customer Manager collaborates with customers to develop strategic plans, works with retailer associates (e.g., buyers, category managers, replenishment managers) on headquarter calls, and implements programs to achieve business goals.

Responsibilities

• Drive clients’ business at assigned customer(s), increasing distribution, sales dollars/units/share, and other KPIs while staying within budget guidelines.
• Manage and coordinate sales activities through data analysis, planning, and presentations.
• Serve as a conduit between customer(s), Key Account Managers, and clients for product line presentations, new item introductions, and display selling.
• Manage and delegate KAM and client divisional initiatives (e.g., achieving parity pricing, maintaining business trackers, photo requests, and special requests).
• Secure timely and accurate responses from customer(s) to the KAM Team/Clients, including promotion forecasts.
• Manage selling recommendations to grow and build long-term business.
• Attend and present in client and management team meetings.
• Conduct customer meetings focusing on client promotional events, displays, and tactical issues (e.g., POs, cost changes, contract execution, retail/merchandising execution).
• Build relationships with buyers and support departments, recommending and executing growth plans.
• Sell displays, period promotions, present business reviews, and new item introductions.
• Build and present product distributions using customer scan data.
• Present pricing disparities and achieve parity pricing inline with competition.
• Take weekly photos and acquire weekly pricing based on client requests.
• Meet or exceed client goals for sales, distribution, share, pricing, shelving, and promotional volume.
• Implement retailer headquarter calls to achieve sales goals, manage marketing funds, and ensure retail pricing accuracy.
• Secure client-approved schematics and collaborate with category management for retailer presentations.
• Ensure incremental sales through new product distribution and maintenance of existing SKUs.
• Build and maintain effective client and retailer relationships to ensure customer access and engagement.
• Develop sales presentations highlighting accomplishments and opportunities.
• Provide strategic input for annual business plans, problem-solving, and ongoing customer management.
• Drive win/win scenarios by aligning retailer and client objectives.
• May delegate work and provide guidance, direction, and mentoring to indirect reports.

Requirements

• Bachelor’s Degree or equivalent experience.
• 2-4 years in sales or retail experience with knowledge of the CPG industry.
• Experience managing multiple projects simultaneously.
• Knowledge of designated customers.

Skills

• Excellent written and verbal communication skills.
• Ability to motivate and inspire teams.
• Strong interpersonal and conflict management skills.
• Excellent decision-making and sound judgment.
• Ability to work effectively with management and maintain high service/quality standards.
• Proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web browsers.