Digital Account Manager, Managed Programs

Position Details

Job Summary: The Digital Account Manager, Managed Programs serves as the primary contact during the Managed Programs pilot while it evolves into a scaled partnership across internal teams, ensuring seamless execution of uniform solutions tailored to each client’s enterprise and workforce requirements. This role blends digital program enablement and operational excellence to deliver exceptional service, optimize end-to-end processes, and drive long-term client satisfaction and program growth.

Required Education: Bachelor’s degree (preferably in business or related field) or equivalent experience

Required Skills & Experience: 5+ years of B2B account management experience with a strong digital focus; apparel industry experience preferred. Customization experience a plus. 1+ years of Project Management experience required. Experience and understanding of account management, including processes and technology. Excellent written and oral communication skills with the proven ability to communicate with all levels and clients. Knowledge of relevant computer applications including Outlook, Excel, MS Word, MS Powerpoint, Adobe, and Business Intelligence. Strong analytical and problem-solving skills. Ability to work creatively and independently within a team environment working with minimal supervision – self-motivated. Ability to exercise sound judgment in determining effective solutions while keeping Carhartt and the customers' best interest in mind.

Associate Responsibilities

• Serve as the primary contact during the Managed Programs pilot and transition to a scaled partnership model with internal teams, while remaining accountable for digital enablement, program readiness, and long-term success.
• Design, create, and steward repeatable operating models, SOPs, playbooks, and best practices that drive efficiency, consistency, scalability, and growth.
• Maintain accurate systems, documentation, and client portal information, ensuring digital data integrity and operational reliability.
• Partner cross-functionally on inventory readiness and demand forecasting alignment to ensure contract compliance and long-term service continuity.
• Collaborate with IT and the D2C Digital Center of Excellence to troubleshoot digital issues, enhance system performance, and recommend operational improvements.
• Track and manage SLAs, KPIs, and adoption metrics, using data to optimize program performance, customer outcomes, and ROI.
• Deliver performance reporting, including usage trends, service metrics, adoption insights, and ROI analysis, to inform program and product decisions.
• Conduct insight-led business reviews and feedback sessions focused on optimization, expansion, and digital adoption.
• Identify and drive opportunities for program expansion, optimization, innovation, and continuous improvement through data analysis and customer insights.