Director of Customer Relationship Management

Coca-Cola Beverages Florida, LLC - Orlando, FL2.0

Director, Customer Relationship Management – Food Service On-Premise (FSOP)

Job Summary

Position will focus on developing Food Service On-Premise (FSOP) key customer accounts and traditional FSOP Channels (i.e. Amusement/Recreation, General Merchandise/Retail/Auto, Lodging, Health/Hospital, Education, etc.)
Support the Coke Florida territory and work collaboratively with cross-functional teams whereby interaction is inclusive of but not limited to Profit Growth Management, Demand Planning Commercial Marketing, Sales Operations, Local Field Sales and Coca-Cola North America (CCNA) to insure the highest-level customer service and performance
Directly coach, develop and train a team of FSOP Customer Account Managers
Build strong customer relationships focusing on businesses that Coke Florida will have the highest-level of influence over and that will deliver long-term, profitable growth
Maximize performance potential within FSOP Customer and Channel portfolio and be accountable to achieving targeted objectives
Role Responsibilities

Coach and develop team of direct reports while ensuring a culture of learning and development exists throughout the Customer Management Organization
Full responsibility for existing customer relationships for traditional FSOP accounts
Develop our existing customer base while also expanding our FSOP outlet universe by identifying, prospecting and converting competitive key customer-level accounts
Negotiate contracts for new business and re-negotiate contracts for existing business
Oversee FSOP Channel performance while creating and executing Channel-specific programs that achieve targeted objectives (i.e. Channel Picture of Success, Deep Dive analyses, Gap solves, etc.)
Manage forecasting process for traditional FSOP Channels to ensure accurate forecasting of key metrics (Volume, Revenue, Revenue/cs., etc.)
Provide feedback on marketplace conditions including but not limited to: competition, channel plans, and pricing architecture
Identify opportunities with on-going business performance and create solutions to close gaps in volume, price, profit, and net outlets.Monitor business performance for gaps versus plan and lead development of contingencies and gap solves
Lead the development and achievement of comprehensive annual and multi-year business plans
Entertain customers at events (including during evenings and weekends) to cultivate meaningful and productive business relationships
Serve as a Coke Florida spokesperson/expert/representative for the FSOP Channel at key internal and external meetings. Participate in select key senior management customer calls to provide SME insights, business reviews, etc. to support the business and gain greater insights into customer’s business needs
Travel is estimated to be 40% to 50% primarily within Coke Florida territory

Skills and Knowledge

Strategic Selling, Conceptual Selling, Account Management
Coaching that develops and drives high performing teams (Motivating, providing feedback, developing others)
Leadership (Visioning, Commitment, Decisive, Persuading, Influencing)
Strong communication skills (Listening, Speaking, Writing, Inquiring, Presenting)
Attention to detail
Strong negotiation skills
Analytic thinking (Strategic thinking systematically, Problem Solving)
Consumer goods and Beverage Industry knowledge
Customer focused
Process Management
Project Management
Collaborating for Value (C4V) and Negotiating for Value proficiency
Ability to work independently, yet collaboratively, according to the goals of the organization
Excellent organizational and time management skills to meet deadlines
Technology system-savvy
Role Requirements

BS/BA required; MBA/Master’s degree preferred
10-15 years progressive customer management and sales leadership experience
Direct Store Delivery (DSD) and Beverage category experience preferred
2-3 years cross-functional experience outside of Sales (e.g., Commercial Leadership, Product Supply, Sales Operations)
People Leadership and Team Development
Influencing effective customer negotiations
Change agent who thrives in a fast paced, ever-changing environment