Customer Manager_JHB

SUMMARY:
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POSITION INFO:

Main Purpose of Job

· Drive new business development and secure listings within FMCG retail channels Shoprite, PnP, Spar (Supermarkets, Convenience, Forecourts, Liquor Stores)

· Drive new business development and secure listings within Independent Trade (Makro, Boxer, Masscash, Cash & Carry, Buying Groups including Distributors) for S0 & Non-Scheduled Front shop.

· Build and nurture strong relationships with key retail accounts to maximize distribution, shelf space, and sales performance.

· Build and nurture strong relationships with key Wholesale & Independent accounts to maximize distribution, shelf space, and sales performance.

· Identify and develop opportunities for market expansion and category growth within assigned accounts.

· Identify and scope new market development within the responsible accounts – to drive listing and distribution gain to increase market share

Experience scope

· Experience managing key accounts within FMCG retail environments such as Spar, Pick n Pay, Shoprite, Checkers, and liquor chains.

· Extensive Experience working with traditional trade, forecourt, convenience stores, and informal trade channels (Massmart, Cash & Carry, Buying Groups; etc.) will be beneficial.

Key Performance Areas (Core, essential responsibilities – outputs of the position)

Listing & Distribution Growth:

· Achieve first-time product listings and optimize distribution with targeted retailers. Perform category analysis and identify key buyers and decision-makers within accounts.

Stock & Merchandising Management:

· Monitor stock levels and sales trends to ensure optimal stock holding at wholesalers and retail outlets. Ensure products are merchandised to brand standards and support in-store activations.

Strategic Account Planning:

· Develop and execute comprehensive account plans aligning with overall commercial goals. Drive initiatives that increase sales velocity and category penetration.

Customer Relationship Management:

· Maintain strong, consultative relationships with key retail partners. Serve as trusted advisor to client teams to proactively address their needs and challenges.

Negotiation & Contract Management:

· Lead negotiations on pricing, trading terms, and promotional agreements. Ensure compliance with contractual obligations and maintain positive partnerships.

Cross-Functional Collaboration:

· Work closely with marketing, supply chain, and operations teams to synchronize execution plans, promotional campaigns, and distribution logistics.

Risk & Opportunity Management:

• Identify market risks such as competitor activity or supply challenges and develop mitigation strategies. Uncover new business opportunities within existing and new retail channels.

Minimum Requirements

Education

· Bachelor’s degree in commerce, Marketing, Retail Management, Consumer Science, Supply Chain Management or equivalent.

· Additional qualifications in Sales Strategy, Brand Management, or Category Management will be advantageous.

· Exposure to Consumer Goods, Retail Buying, Shopper Marketing, or Trade Execution is highly valued.

Experience

· 3–5 years’ proven experience in FMCG sales, key account management, or trade marketing, with a strong understanding of consumer buying behavior and retail execution dynamics.

· Direct experience managing retail customer types such as supermarkets (e.g. Shoprite, PnP, Spar), convenience outlets, liquor stores, forecourts, and informal/general trade such as (Cash & Carry, Masscash, Buying groups, and independent retail).

· Demonstrated ability to drive first-time listings, secure promotional space, increase share of shelves, and scale product distribution within complex retail networks.

· Proven track record of meeting or exceeding sell-in and sell-through sales targets through effective planning, execution, and in-store activation strategies.

· Experience working with sales & merchandising agencies and interpreting field execution data (e.g., coverage, compliance, promotional uplift) is preferred.

Skills/physical competencies

· Strong communication and interpersonal skills with the ability to influence and build rapport across multiple stakeholders.

· Analytical mindset with ability to interpret sales data, market trends, and develop actionable insights.

· Excellent negotiation skills and commercial acumen.

· Highly organized with strong planning and time management skills.

· Tech-savvy, proficient in Microsoft Office (Excel, PowerPoint) and comfortable with sales data tools.

· Ability to thrive in a fast-paced, target-driven environment and adapt to changing priorities.

Behavioral qualities

· Commercially Driven – Operates with a strong bias for action and results, always seeking to drive volume, value, and visibility in-store.

· Customer-Centric Mindset – Deeply understands the consumer and shopper journey; prioritizes customer needs and retail execution excellence.

· Resourceful & Entrepreneurial – Thrives in dynamic retail environments, finds creative solutions to overcome trade barriers, and seizes in-market opportunities.

· Goal-Oriented & Resilient – Operates with urgency and persistence to meet sales, distribution, and promotional targets in fast-paced settings.

· Collaborative & Cross-Functional – Builds strong working relationships across marketing, supply chain, and sales teams to execute trade plans effectively.

· Strong Commercial Judgement – Balances brand, customer, and profitability priorities when making trade or investment decisions.

· Confident Communicator & Influencer – Able to engage buyers, store managers, and internal stakeholders to align behind commercial initiatives.

· Agile & Adaptive – Quickly adjusts to shifting market conditions, competitor actions, or customer dynamics with a solution-oriented approach.

General working conditions (e.g. shift work, drivers’ license, specific tools, special clothing, environmental requirements, etc.)

· This role is primarily office-based but requires extensive national travel to attend customer meetings, commercial reviews, planning sessions, and business development engagements.

· Regular in-trade visits are expected to ensure execution alignment, build market understanding, and strengthen relationships across customer formats.

· The role operates across corporate retail (e.g., head offices), independent retail, pharmacy chains, and wholesale environments, requiring adaptability to different customer contexts.

· Overnight travel may be required based on business demands, regional coverage, or trade event schedules.

· Flexibility to work outside standard business hours may be necessary during key promotional periods, launches, or buyer availability.

· A valid driver’s license and reliable vehicle are essential for effective regional coverage and customer engagement.

Travel

· The role requires 90% national travel based on customer and business needs, including a mix of planned account meetings, in-trade engagements, and ad-hoc commercial visits. Travel frequency may vary depending on the trading calendar, customer priorities, or promotional activity, and may include attendance at national meetings, launches, and strategic planning sessions.