Customer Account Manager (B2C)

At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we're committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with best-in-class opportunities for your development and growth. Join us!Job Description:The Customer Account Manager (B2C) will responsible for making Nespresso USA the preferred single serve coffee brand in partnership with our Strategic Partners by ensuring commercial development of Nespresso ecosystem, drive category growth and brand visibility while building strong relationships with buying office and merchandising head-office team. This role will lead strategic long and short term Joint Business Plan (JBP) with Key Accounts (KA) – including Macy’s, Bloomingdales and Kohls, with Machine Partners and Neste Coffee Partners to maximize high value B2C acquisition through integrated Nespresso ecosystem presence (leveraging machine portfolio, Nespresso branded coffee portfolio and NABs coffee portfolio).Responsibilities: Develop strategic long and short-term Joint Business Plan (JBP) with Key Accounts (KA) to drive high value B2C acquisition through integrated Nespresso ecosystem presence (leveraging machine portfolio, Nespresso branded coffee portfolio and NABs coffee portfolio). Define and agree on promotional activities (Customer Specific Promotions, Paid Media, In-store Marketing, Events, Catalogs, Demos etc.) by connecting cross functionally internally and externally in line with channel management strategy. Support leading the development and implementation of Category Management (right range in right place) by proactively benchmarking and analyzing category data and market trends to discover opportunities for a competitive advantage. Proactively identify new members acquisition, NNS and brand awareness activities with Trade Partners and Machine partners. Actively contributes in building Operating Master Plan in line with Nestle Continuous Excellence to enrich plans with strategic initiatives to deliver business KPIs. Manage budget (investment) in line with business priorities by achieving the best ROI and proactively negotiate with trade partners to deliver business efficiencies. Communicate with main stakeholders (internal and external including Machine Partners) to ensure alignment. Development and implement Key Accounts growth strategy and recommend actions to meet goals, maximizing contribution of NABs coffee portfolio to Nespresso acquisition strategy and increasing VL machine share and defending against compatibles. Ensure NABs consumer journey always lead to Nespresso Direct-to-Consumer route. Establish a competitive set/risk management, using market insight competition and shopper insights. Build strong relationship with existing and new accounts as well as strong performance mindset, nurture positive and efficient long term relationship all levels. Negotiation with the Key Account of necessary actions and activities to establish Nespresso as a category leader by leveraging the NABs. Manage yearly NAB margin negotiation for Nespresso managed trade partners. Lead new item launches best execution and reviews. Monitor, analyze and communicate the actual market results vs. plan, national promotional details, changes in assortment, promo/activation plans internally. Contribute to and execute the eRetail part of the Nespresso USA Coffee Channel Strategy. Negotiate and activate eRetail presence with trade partners. Manage and maintain Capsule range on eRetail by supporting internal forecasting, liaising with Supply Chain and Trade Marketing. Identify opportunities and synergies to accelerate machine penetration through eRetail coffee presence. Collaborate with Nespresso Trade Marketing team to ensure Nespresso highest visibility in-store and online. Negotiate or adjust POS merchandising investments according to POS classification/potential. Support leading the development and implementation of the Nespresso corner strategy at the most important stores belonging to the Key Accounts. Develop and implement incentive actions in order to motivate Key Accounts and POS Staff to keep Nespresso at top-of-mind. Support developing and delivering an optimized demo strategy by supporting Field Operations Outsourcing Manager. Collaborate with field team to ensure alignment at POS level. Perform additional duties or tasks as assigned by the Sr Manager of Customer Accounts. Drive high level cross functional contact strategy by connecting internally and externally Build strong relationship with existing and new accounts with a strong performance mindset, nurture positive and efficient long-term relationship all levels, including machine partners. Create and present sales plans and strategic decks to high level executives, internally and externally. Negotiate with the Key Account the necessary actions and activities to establish Nespresso as a category leader. Generate interest/demand at Key Account level in the category by communicating consumer trends & developments, and premium positioning of Nespresso. Ensure the proper information and alignment with machine partner counterparts about the strategies and actions in Key Accounts. Cross functional communication with main stakeholders (internal and external) about key accounts status, risks and opportunities. Develop and implement incentive actions in order to motivate Key Accounts and POS Staff to keep Nespresso at top-of-mind. Drive KA distribution strategy (prospect, selection, evaluation of the POS according). Develop business cases for investments (Pre/Post analysis). Liaise and coordinate with Trade Marketing, Marketing and ECommerce team to implement JBP activities and features. Ensure cross functional communication within Nespresso about the activities (Omni, Retail, Supply Chain, Marketing). Align the global machine supply with market strategy by sharing on Nespresso commercial and marketing activities. Ensure accurate sell-in & sell-out forecast per Key Account and implement the contract terms between Nespresso, trade partners and machines partners. Participate in internal Monthly Businesses Process by participating in sellout and budget reviews on timely basis. Control and ensure sufficient stock level per account by proactive and effective communication about the business plans and activations between internal Nespresso functions, machine partner and KA. Ensure perfect coordination of logistics operations towards Key Accounts in collaboration with Supply Chain. Actively participate in building and delivering the operational plan. Proactively and constructively support process changes and improvements by offering alternative perspectives and/or suggestions that create value for the company. Ensure that all commercial B2C activities are managed according to Nestlé and Nespresso business principles and our B-Corp Certification. Ensure that all company policies, procedures and business ethics codes are communicated and implemented within the team. Manage all aspects of business including but not limited to budgets and T&E. Accurately forecast capsule consumption and machine purchases for market. Ensure compliance with business cases (pre/post Analysis) and dynamic forecast (budget) management. Ensure active participation in operating master plan updates, reviews and initiatives and adherence to Nestle Continuous Excellence principles.Requirements: High School Diploma or GED required; Bachelor’s degree in Business Administration, Psychology or in a related field is highly preferred. 5+ years of National Account Management experience required. 3+ years of experience working within a Sales environment with higher end distribution or mass market products required. Ability to analyze and interpret Sales data to drive strategy and action plans required. Demonstrated proficiency in MS Office (Word/Excel/Outlook/PowerPoint) required. Must have excellent communication (oral and written), presentation, time management and stakeholder management skills (ability to develop and maintain strong cross-functional stakeholder relationships, both internally and externally). Willing and able to work under pressure to meet tight deadlines with minimal supervision. Must be able to multitask and prioritize responsibilities, be agile, detail-oriented and have excellent follow-up and customer service skills. Sales and expertise within the Household Appliance category is highly desired. Experience with budget management and optimization of ROI on investments preferred. Current or prior experience managing large accounts such as Macys, Bloomingdales and/or Kohls is required Willing and able to travel up to 30% based on the needs of the team and the business.The approximate pay range for this position is $130,000 to $150,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities, as well as geographic location.Nestle Offers performance-based incentives and a competitive total rewards package, which includes a 401k with a company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at: About Us | Nestlé Careers (nestlejobs.com)Requisition ID:341373It is our business imperative to remain a very inclusive workplace.To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.Nestlé Nespresso USA is an equal opportunity employer and is looking for diversity in qualified candidates for employment. If you require an accommodation in order to view or apply to open position, please dial 711 and provide this number to the operator: 1-800-321-6467.This position is not eligible for Visa Sponsorship.Review our applicant privacy notice before applying at https://www.nestlejobs.com/privacy