Channel Manager

MID-WEST WHOLESALE HARDWARE INC•Anaheim, CA

About The Position

At Banner Solutions, every teammate is an owner. Banner Solutions is more than a typical door hardware distributor – we’re obsessed with making our customers’ jobs easier through inventory availability, product findability, and top-tier customer support. We are Securing Every Doorway and Beyond with Trusted Solutions. Our expertise spans commercial, electronic access control, residential hardware, and locksmith supplies, supported by an industry leading e-commerce platform featuring products from over 260 manufacturers. Banner Solutions aims to simplify and enhance customer experience through efficient processes and personalized service, setting new standards in the industry. We are entering an exciting phase of growth and expansion supported by significant investments! Job Summary The Channel Manager is accountable for end-to-end performance, strategy, and execution for a designated business channel. This leader serves as the single point of functional leadership across cross-disciplinary teams that collectively support channel success, ensuring operational excellence, customer experience consistency, and commercial performance. The role requires a strong balance of strategic leadership, operational rigor, and people management. The Channel Manager will lead and integrate the efforts of Strategic Account Managers (SAMs), Performance Coaches, Order Processing Representatives, Availability & Product (A&P) Representatives, and Voice Support Representatives to deliver against Service Level Agreements (SLAs), customer commitments, and business objectives.

Responsibilities

Partner with key stakeholders on the overall health, performance, and growth of the assigned business channel
Translate customer and market insights into actionable strategies that improve revenue, retention, and share of wallet
Drive disciplined execution of channel priorities, ensuring alignment across teams and functions
Identify risks, constraints, and opportunities early; take decisive action to course correct as needed
Foster a culture of ownership, accountability, and continuous improvement across the channel
Provide functional leadership across multiple support roles, including: Strategic Account Managers Performance Coaches Order Processing Representatives Availability & Product Representatives Voice Support Representatives
Ensure clear role clarity, accountability, and collaboration across teams.
Establish consistent operating rhythms, including performance reviews, workload management, and escalation protocols.
Partner with Performance Coaches to develop capability-building plans and drive performance improvement.
Foster a culture of accountability, collaboration, and customer-centric decision-making.
Monitor channel performance daily, weekly, and monthly against defined KPIs and SLAs.
Utilize reporting (including Power BI dashboards where applicable) to identify trends, risks, and opportunities.
Proactively address backlog, bottlenecks, and resource gaps.
Lead root cause analysis on performance shortfalls and implement corrective actions.
Ensure case lifecycle management is properly tracked and understood across functions.
Serve as an escalation point for high-impact customer issues within the channel.
Ensure consistency in service delivery across all touchpoints.
Partner with SAMs to support Key Accounts and Target Accounts.
Advocate for customer needs within internal operations and product teams.
Contribute to organizational design efforts that support multi-channel operations.
Optimize workflow between Order Processing, A&P, and Voice teams to minimize handoffs and cycle time.
Support pilot initiatives and implementation rollouts
Align resources to demand patterns and seasonal fluctuations.