Senior Customer Program Manager
About The Position
The Senior Customer Program Manager is the single point of ownership for one of the company's most strategic enterprise retail partnerships. This role combines full commercial accountability for the account — pricing, trade terms, growth strategy, and P&L performance — with end-to-end coordination of the cross-functional programs required to deliver against that partner's needs (product launches, promotional activations, assortment changes, supply chain compliance, and more). This is not a traditional account management or sales role. The Senior Customer Program Manager acts as the account's general manager, owning the relationship and the delivery, with the CCO serving as executive sponsor for high-stakes negotiations and senior-to-senior relationship building.
Requirements
- 7+ years of experience in key account management, national accounts, or customer/program management within CPG, consumer products, or retail.
- Demonstrated experience owning commercial P&L for a major retail or distributor relationship
- Strong track record managing cross-functional delivery across marketing, supply chain, and finance
- Experience with retail systems and processes (EDI, POS/scan data, trade promotion management) preferred
- Excellent executive communication skills — comfortable preparing and supporting C-level engagement
- Ability to operate with a high degree of autonomy and ownership, without a dedicated sales partner on the account
Nice To Haves
- Prior experience working for Starbucks in a category, product, or supply chain role highly desirable.
Responsibilities
- Own the full commercial relationship for one of the company’s largest customers, including pricing, trade terms, promotional funding, and contract renewals
- Build and lead the account's annual and quarterly business plans (joint business planning) directly with the retail partner
- Own revenue and margin performance for the account, tracking against targets and identifying growth opportunities (new listings, expanded distribution, exclusive SKUs, co-branded promotions)
- Lead day-to-day negotiations, escalating only strategic decisions (e.g., RFQ’s, annual contract renewal, major margin concessions) to the CCO and ELT
- Prepare and support the CCO for executive-level engagement with the partner, including QBRs, annual negotiations, and relationship-building touchpoints
- Translate account dynamics into clear, concise updates so the CCO can engage meaningfully without day-to-day involvement
- Identify and surface risks early enough for executive intervention when needed (e.g., competitive threats, compliance disputes, relationship strain)
- Coordinate all workstreams tied to the account — product launches, packaging changes, promotional campaigns, seasonal resets, retail media activations — across marketing, supply chain, sales operations, and finance
- Own the account-specific calendar of retailer requirements and internal deliverables, ensuring nothing slips
- Identify and resolve cross-team dependencies before they become delivery risks
- Ensure adherence to the partner's operational requirements (ethical sourcing, EDI/ASN compliance, labeling standards, fulfillment SLAs)
- Monitor forecast accuracy in partnership with demand planning; flag and resolve inventory misalignment
- Manage compliance claims, deductions, and chargebacks in coordination with finance and supply chain
- Own account-level performance reporting (where available): sell-through, POS/scan data, market share, promotional lift, fill rates
- Translate retailer data into actionable insight for internal marketing, product development, sales, and category management stakeholders
- Report account performance, risks, and opportunities directly to the CCO and, as needed, broader leadership
Benefits
- 100% employer-paid medical, dental, and vision insurance for eligible employees
- 401(k) with company match
- Generous paid parental leave
- Flexible time off policy
- Monthly cell phone stipend
- One-time home office setup stipend
- Hybrid work environment with flexibility and trust
- Discounts on MiiR products + pro deals with top outdoor brands
- Work with a Certified B Corp committed to sustainability, community impact, and thoughtful growth
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
