Client Support Manager managing a team of 3 - 15 agents. Overseeing agents, leading KPIs, coaching, and participating in hiring processes.
About the role
- Perfect Store Manager driving retail engagement for Kenvue's consumer products. Implementing store coverage plans and collaborating with cross-functional teams in various locations.
Responsibilities
- Collaborate with the overall commercial team to bring the Perfect Store to life with our customers.
- Focus on implementing the Perfect Store for an assigned customer base in the U.S. market.
- Lead the task-based store coverage plans for assigned customers that align with Kenvue’s business objectives.
- Drive strong partnerships with the Customer Development Team to ensure Perfect Store principles are integrated into daily operations, planning, and execution.
- Design the collaboration model with the assigned broker to optimize Physical Availability by creating and executing Perfect Store plans that meet Customer and Kenvue’s needs.
- Build strong relationships with brokers, ensuring high service standards, accountability, efficient data management and timely data delivery.
- Ensure the accurate and timely delivery of standard metrics and execution data (e.g., scorecards, reporting cadence) to track and optimize performance against targets.
- Collaborate with the Perfect Store Analytics and Insights team to establish and maintain KPI tracking for in-store performance (Perfect Scorecard).
- Optimize Customer-specific business insights to continuously refine and enhance Perfect Store strategies, collaborating with brokers and customer-facing teams.
- Work closely with Kenvue’s cross-functional teams, using monthly data and insights to align with Kenvue/Customer objectives and communicate product and marketing strategies.
- Prepare and present progress summaries, business cases, and presentations to support operational and strategic decisions.
- Represent customer interests in collaboration with brokers and the Perfect Store team to influence and shape squad business plans.
- Collaborate with customer teams and CBI to deliver unified, Customer-specific insights.
- Guide training and development efforts across the assigned customer teams to enhance Perfect Store capabilities.
- Take a lead role in adapting global best practices to local needs, utilizing data-driven, task-based, and ROI-focused strategies.
- Champion best practices across teams and functions to ensure a consistent and effective approach to Perfect Store initiatives.
Requirements
- Bachelor’s degree in Business, Marketing, or related field
- 5+ years of experience in consumer-packaged goods
- Prior experience in direct customer sales, business analytics, retailer broker relationship management or supply chain
- Strong analytical skills with proficiency in MS Excel and Business Intelligence tools
- Excellent communication, presentation, and negotiation skills
- Ability to influence decision-makers up and down one or two levels, with and without direct authority
- Project management experience and ability to work in cross-functional teams
- Ability to successfully prioritize and independently lead multiple priorities in a complex and dynamic environment where deadlines matter
- Outside-in Focus: ability to focus externally to lead innovation and change
- Willingness to be in the market to anticipate customer and consumer needs
- Makes fact-based decisions
- Prioritizes impact
- Owner Mindset: Takes personal accountability for performance and drives collective success
- Quick to adapt and scale what works
- Owns decisions
- Daring Spirit: Ignites courage and sparks innovation
- Challenges the status quo and encourages experimentation
- Includes diverse perspectives and encourages candid debates.
Benefits
- Competitive Benefit Package
- Paid Company Holidays
- Paid Vacation
- Volunteer Time & More!
- Learning & Development Opportunities
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