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Customer Development Manager

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Date: 04-Nov-2020

Location: Field-Based, Field-Based, GB

Company: Britvic

National Account Manager - Morrisons

About the Role:

To be the primary customer interface responsible for leading the negotiations and the development of customer specific strategic and tactical plans to deliver company volume and profit targets.


Key Responsibilities:

To build a customer specific strategic plan. Work collaboratively with the Marketing and  Planning & Execution teams to ensure that each customer has an individual annual plan that delivers against channel commercial goals and strategic direction, prior to the commencement of the financial year

To work with the Planning & Execution team to develop a customer specific tactical plan that delivers BSD share, net revenue & trading contribution targets and which is aligned to the strategic plan

To build your outlet-level execution plan and work collaboratively with customers to negotiate delivery of the plan

To be responsible for deployment of the point of purchase plan and for feeding flex requirements back to the Planning & Execution team as part of collaborative and dynamic management of the central calendar of activity.

In instances where price increase is required, to be accountable for pre-conditioning, creation and execution of the plan and objection handling associated with the proposed change.

To be responsible for working with the Customer Logistics Manager to ensure accurate forecasting of customer volumes to assist total business planning accuracy

To build and then lead a broad and deep customer contact strategy to enable you to identify and capitalise on further business opportunities.

To ensure that high quality preparation is done prior to your customer meetings and that customer meetings are appropriately structured and run, in order to maximise business opportunities. Also accountable for ensuring that your team engage with customers in the same, efficient way

To pro-actively track performance of your accounts, implementing course correct tactics as necessary & driving a dynamic, cross functional, collaborative way of working in order to maximise the performance of your business area

To ensure that appropriate time is spent in outlet to:

Build knowledge, understanding & insight

Evaluate execution & compliance

Accompany team members (coaching) and members of trade (to drive (a) & (b)) to ensure that the account plan is realised in trade.

To attend relevant meetings & conferences and to run your own appropriately structured, execution focused team meeting.


Leadership & People Development

To provide strong leadership, coaching and management to direct reports enabling them to maximise both their personal and professional potential as they deliver the Customer Management strategy & vision.

To build high quality objectives and development plans for direct reports, aligned to the business unit and corporate strategies; and drive a culture of accountability for delivering against these

To set clear performance expectations and maximise individual and team performance through execution of the People Manager Standards and ensuring that appropriate amount of time is spend out in field with individual team members.

To ensure appropriate skills, knowledge and behavioural development of team members, including ensuring that they fully understand Britvic DNA and the Customer Management Functional Skills Framework.

To take accountability for effectively resourcing your account team and for only recruiting high quality talent to the business.

To actively manage people issues in a timely and professional manner and in line with HR policies and guidelines.


Process & Financial Management

To be fully accountable for P&L of accounts within your area of responsibility, building and agreeing an investment plan for the channel to drive the AOP objectives

To administer allocated budgets ensuring that money is spent in line with guidelines agreed with channels and brands and that return on investment is maximised

To be fully accountable for the creation of terms and ensuring appropriate coaching of team in creation of these. To work collaboratively with Finance in ensuring appropriate level of internal sign off of terms.

To be responsible for setting up some rebates & settling of some claims where there are key value / risk / scale drivers

To manage all of the above responsibilities and associated business processes using recognised customer relationship management (CRM) tools e.g. Siebel, SAP etc


Knowledge, Skills & Experience Required:

Creative,  thinker able to capture a vision of the future and create a plan for action

Compelling, inspirational communicator, with the ability to lead from the front


Strong commercial acumen to enable development of strong BSD commercial propositions which can be developed into account plans & implementable in outlet execution plans.

Understanding and confidence with P&L management and with management of both volume and profit forecasting processes

Strong selling and negotiation skills

Demonstrable people management capability – the ability to demonstrate some experience of strong line management, coaching and people development capability

Excellent interpersonal skills and written and oral communication skills to enable the development of highly effective internal and external partnerships

A highly developed influencing style and comfortable with constructively challenging and being challenged

Proficient in personal planning and time management

Experience of budgetary management – overhead & trade investment

An understanding of outlet execution and / or experience of frontline field sales, to enable competent coaching of CDMs (desirable)

Experience of customer terms/contract renegotiation (desirable)


Key Behaviours:

Be Proud

Speaks with passion and knowledge about our brands.

Demonstrates pride in who we are and what we do.

Be Bold

Has the tenacity to make dreams real.

Thinks differently, challenging conventional thinking to create the future and overcome barriers.

Be disciplined

Has a deep personal accountability to shared and individual goals.

Takes commitments seriously and does what they say they will do.

Act with pace

Demonstrates cut-through and the ambition to do the right thing.

Seizes opportunities to adapt and grow quickly.

Be Open

Is open to personal learning and development continually improving and growing.

Win Together

Works with others in a way which demonstrates we’re in it together to beat the competition.

Builds relationships and partnerships underpinned by openness honesty and respect.



Degree or equivalent


We’re committed to providing equal opportunities to all applicants and employees – in fact, this is at the heart of our company culture and values, and we welcome applications from candidates with diverse backgrounds.

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