Director of Customer and Market Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee multiple existing customer accounts.

• Spearhead the development of potential new contract manufacturing and packaging opportunities throughout North America.

• Lead both internal and external initiatives, driving business development strategies to attract new customers and enhance retention and growth with current clients.

• Collaborate with global counterparts to create and manage relationship plans for significant global customers in North America and Europe.

• Report directly to the Chief Customer Officer and maintain regular communication with the Executive Team and CEO.

• Meet or surpass annual growth, performance, pricing targets, and forecast accuracy objectives.

• Investigate, analyze, and report on potential new customer and business development opportunities.

• Set and accomplish annual account goals and deliverables for North America.

• Monitor the contract manufacturing and packaging sector for changes, risks, and opportunities.

• Propel new business development, including consultative solution formulation, RFP responses, pricing strategies, and winning plans.

• Oversee customer relationship development initiatives.

• Organize and participate in plant tours, conferences, and industry events.

• Collect internal stakeholder data for customer proposals.

• Support account retention goals and direct the customer engagement process.

• Coordinate the initiation of new projects with internal teams.

• Manage stakeholder communications during project and program startups.

• Prepare and relay timelines and areas of accountability.

• Identify startup challenges, devise solutions, and communicate these internally and externally.

• Manage CRM reporting and distribute reports on customer activities and opportunities.

• Enhance customer reporting tools and proprietary systems.

• Engage in strategic and tactical planning to achieve customer sales objectives.

• Identify enhancements in operational efficiency, service levels, and operational differentiation.

• Manage the escalation of service-level issues.

• Address inquiries, resolutions, audits, and sales-related quality requests.

⛳️ Requirements

• Minimum of 5 years of experience in Contract Manufacturing and/or Contract Packaging.

• At least 5 years of experience in CPG/FMCG, Food & Beverage, or Healthcare manufacturing or packaging.

• Significant customer-facing and solution development experience.

• Profound understanding of manufacturing, packaging, and/or supply chain operations.

• Proven track record of achieving results through new business acquisitions or account growth.

• Experience with large-scale, complex sales to Fortune 500 clients, including deals exceeding $10M.

• In-depth understanding of the financial aspects of deal development.

• Extensive experience with shared, dedicated, or in-plant/in-DC contract packaging.

• Capability to work independently while being an exceptional team player.

• Willingness to travel 50%, mostly domestically and occasionally internationally.

• Ability to interpret customer needs for the organization while maintaining a strong customer focus.

• Proficiency in navigating complex customer organizational structures and fostering strong relationships.

• Experience in supply chain management or operations is a plus.

• Strong executive presence.

• Bachelor's Degree or related field, or equivalent experience.

• Master's Degree in Management, Marketing, Finance, or a related field, or equivalent experience preferred.

🏝️ Benefits

• Fully remote work arrangement.

• Opportunity to collaborate with leading Food & Beverage, Consumer Packaged Goods, and Healthcare brands.

• Executive-level exposure and collaboration with the Executive Team and CEO.

• International collaboration across North America and Europe.