Customer Development Manager - Specialty Retail & Concessionaire Support

This position is part of the NAOU Sales Organization and is responsible for initially supporting a portfolio of Specialty Retail customers before transitioning to the SPOP (Strategic Partnerships & On-Premise) Concessionaire Team in 2027. The role will add value by enabling profitable volume and revenue growth through account stewardship, executional excellence, and cross-functional coordination. The job focuses on supporting new outlet openings, account transfers, bottler stewardships, closing distribution voids, initiative execution, marketing activations, and post-program analysis, while strengthening Coca-Cola's long-term customer partnerships.

The Customer Development Manager will support a portfolio of concessionaire-managed accounts that require complex coordination, proactive account management, and strong collaboration with customers, bottlers, and internal cross-functional partners. This role is an individual contributor and is directly accountable for achieving assigned performance metrics tied to execution, stewardship, and customer outcomes.

This role requires a high degree of flexibility, the ability to quickly assess opportunities, and strong organizational execution. The individual must demonstrate the Coca-Cola values through actions and behaviors, model best practices, and effectively manage complex customer interactions via telephone, virtual, and in-person engagement. The role also emphasizes continuous improvement, knowledge sharing, and development of self and others to enhance current and future performance.

KEY RESPONSIBILITIES

Execution & Initiative Enablement

• Support the selling-in and execution of initiatives, ensuring customers understand the value proposition and operational requirements.
• Identify and help close voids through data analysis and collaboration with bottlers and account teams.
• Coordinate implementation of agreed-upon activities across Concessionaire lines of business
• Support marketing initiatives, including activation readiness, execution tracking, and customer communication.
• Accelerate MyCoke / digital platform adoption to improve ordering behavior, operational efficiency, and customer engagement.

• Steward bottler relationships to ensure alignment, compliance, and execution consistency across assigned accounts.
• Lead and participate in regular business reviews to steward performance, assess execution, and identify opportunities for improvement.
• Resolve or escalate service, reimbursement, and operational issues in partnership with internal and system stakeholders.

• Perform post-program analysis to measure effectiveness, identify insights, and share recommendations with the Concessionaire Team and leadership.
• Accurately document customer interactions, activities, and outcomes in CRM systems.
• Use data and reporting tools to monitor executional performance, identify gaps, and support fact-based decision-making.

• Manage individual workload and performance to ensure effective and efficient customer support coverage.
• Provide feedback and insights to leadership re. opportunities to improve performance, processes, and customer outcomes.
• Develop and execute an Individual Development Plan (IDP) to support personal growth and long-term career success within NAOU.

• Serve as a primary support partner for the Concessionaire Team, enabling execution of customer strategies and initiatives.
• Support new outlet openings, ensuring timely onboarding, equipment placement, system access, pricing setup, and execution readiness.
• Manage and support account transfers, including coordination with bottlers, Customer Agreement teams, Finance, and internal stakeholders.

• Bachelor's Degree required.
• 1+ years of sales, account management, customer support, or related experience preferred.
• Experience supporting complex customer environments with multiple stakeholders.

• Strong ability to communicate, influence, and collaborate across internal teams, bottlers, and customers.
• Proven problem-solving skills with the ability to deliver solutions aligned to customer and company needs.
• Demonstrated commitment to high-quality customer service.
• Excellent verbal and written communication skills.
• Strong time management and organizational skills; ability to prioritize and manage multiple initiatives.
• Ability to actively listen, ask insightful questions, and uncover executional and growth opportunities.

• Customer Relationship Stewardship: Ability to develop and sustain effective B2B relationships while transferring knowledge, continuity, and value.
• Consumer Focus: Understanding how actions and execution impact the consumer experience and brand perception.
• Analytical Capability: Ability to interpret data to assess performance and inform actions.
• Computer & Systems Proficiency: Ability to use tools such as Salesforce, Design Machine, CokeSolutions.com, National Sales Tool Kit, Matrix/MFE, BRIM, Outlook, KO Tickets, Power BI, and MyCoke.

• Supporting contract negotiations and renegotiations in partnership with Customer Agreements, Finance, and legal teams.
• Selling, processing, and coordinating installation of Coca-Cola Freestyle.
• Resolving service issues and approving reimbursements.
• Authorizing and supporting account transfer requests.
• Providing stewardship updates in Regional, Account Team, and Concessionaire meetings.
• Flexing work hours to support customer needs, system inputs, after-hours calls, and executional deadlines.
• Building customer-ready presentations and performance recaps.
• Potential travel for customer visits, training, events, and sales conferences.