Job DescriptionThe
Senior Client Account Manager is responsible for end-to-end support of assigned clients within a 3PL retail merchandising and retail marketing execution environment. This role serves as the primary day-to-day point of contact, ensuring client priorities are clearly understood, proactively planned for, and executed through effective coordination with Field Operations, Client Support, Retail, Reporting/Analytics, and internal leadership. The Senior Client Account Manager drives service excellence by translating client needs into actionable direction, monitoring execution quality, and delivering timely, accurate insights and recommendations.
Responsibilities- Serve as the primary point of contact for assigned clients; build trusted partnerships through clear, responsive, and proactive communication.
- Lead regular client touchpoints (e.g., weekly meetings) to review priorities, performance, upcoming initiatives, and risks; document decisions and next steps.
- Partner cross-functionally (Senior Leadership, Field Operations, Customer Service, Retail, and Reporting/Analytics) to plan, launch, and manage programs from kickoff through completion.
- Develop clear field-facing direction (instructions, job aids, timelines, and FAQs) and ensure teams have what they need to execute accurately in-store.
- Collaborate with Sales to identify and support growth opportunities, including incremental programs, expanded coverage, and value-added solutions.
- Coordinate with Operations to monitor execution quality, resolve issues, and implement corrective actions to improve compliance and outcomes.
- Track program compliance, retail trends, and KPIs; produce recurring reporting and provide insights to internal stakeholders and clients.
- Partner with Regional Managers to ensure field teams are trained, equipped, and aligned to client standards and program requirements.
- Manage frequency plans and budgets, tracking pacing throughout the month and communicating adjustments as needed.
- Conduct store visits with and without clients to support planning, validate execution, and identify opportunities for improvement.
- Work schedule follows a hybrid model (approximately 60% in-office / 40% work-from-home), based on business needs.
QualificationsMinimum Education and Experience- Bachelor's degree required (or equivalent combination of education and relevant experience).
- Minimum 5 +years of experience in retail merchandising, retail execution, and/or consumer packaged goods (CPG).
- Working knowledge of retailer requirements and execution standards across channels such as Consumer Electronics (CE), Big Box, Warehouse, and CPG.
- Solid understanding of margins, revenue/cost drivers, and basic financial concepts; managerial accounting exposure is a plus.
- Experience supporting structured, multi-market retail programs and/or client-specific initiatives preferred.
- Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint) and common collaboration tools (e.g., Teams, Zoom) and PDF software.
- Ability to travel to client, regional, corporate, vendor, training, and retail locations as required.
Knowledge, Skills, and Abilities- Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and follow-through.
- Self-starter who works independently with minimal supervision and demonstrates strong ownership of deliverables.
- Coachable, accountable, and committed to continuous improvement and a growth mindset.
- Strong problem-solving, time management, organization, and prioritization skills.
- Exceptional verbal and written communication skills; able to align internal teams and communicate effectively with client stakeholders.
- Comfortable interpreting retail performance data and translating insights into clear recommendations and reporting.
- Relationship-builder who collaborates effectively with clients, colleagues, and retail partners.
- Detail-oriented with sound judgment; able to make decisions needed to meet performance objectives and client expectations.
- Demonstrated ability to contribute as both an individual contributor and as part of a broader account team.
- Strong understanding of project management fundamentals, including planning, execution, risk management, and stakeholder alignment.
- Analytical capability to identify trends, anticipate challenges, and surface opportunities for improved execution and client growth.
Physical Requirements- Visual acuity (seeing) sufficient for computer-based work, reporting review, and in-store observations.
- Hearing (listening) sufficient for phone/video meetings and in-person communication in office and retail environments.
- Ability to travel and visit retail locations and client sites as required.
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