National Account Manager

TITLE: National Account Manager

REPORTS TO: Senior Director of Business Development

POSITION SUMMARY/ OVERALL RESPONSIBILITY

Accountable for all aspects of assigned client support including but not limited to ensuring the client needs are well prepared for and being met as well as identifying opportunities for the client, retailers included in programs, and the Company.  Serves as the direct contact to the assigned client(s) and is responsible for communicating directly to field management, client support teams, retail, and reporting teams on a day-to-day basis.  Ultimately responsible for compliance and increasing sales for all manufacturer/retailer products that fall under the program specifications.  Ensures all aspects of the account(s) from start-up to client communications and internal communications with all levels of management. Based in Mooresville, NC to primarily support clients with business interests at Lowe’s Companies, Inc.

ESSENTIAL DUTIES: 

1. Serves as the main point of contact for clients on all day-to-day program needs. 
2. Key contact with client and internal teams to identify best practices, creative support ideas, reporting needs, etc.
3. Partners with cross-functional team members (Senior Management, Field Operations, and Customer Service) to meet all account needs.
4. Partners with the sales team to meet company goals by identifying client growth opportunities.
5. Creates instructions, reports, and analysis of data gathered to ensure all aspects of client needs are met through in-store execution and reporting avenues.  
6. Successfully addresses all issues including (but not limited to): Issue tracking reports, merchandising information, sales reports, compliance reports, training reports, competitive reports, etc.
7. Tracks sales trends, identify opportunities and provides professional reports internally and to the customer.
8. Responsible for identifying any additional training needs to ensure that all training needs are clearly communicated and executed. 
9. Develops and recommends creative ideas for increasing in-store execution productivity, retail-related mind-share strategies, and ultimate sales of client products and services.
10. Actively contributes to weekly conference calls with clients; provides updates on program plans and addresses concerns/issues early on.
11. Visits stores with/without clients as needed to plan for program needs.
12. Aligns resources to accomplish all objectives. 
13. May manage or be involved in additional training programs or special event programs.
14. Weekend support may be requested during high program blitz times.

15. Assists on other Company Accounts and/or Divisions during critical needs

16. Other duties as assigned to improve performance of self or others. 

QUALIFICATION REQUIREMENTS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education: Bachelor’s degree strongly preferred; High School Diploma required. 

Required Experience: 

• Three years of retail/merchandising and/or consumer package goods experience.
• Prior corporate sales experience (Home improvement industry preferred)    
• Full understanding of retail KPIs that impact merchant decisions
• Must be retail sales savvy and be able to demonstrate this by reporting sales successes.   

Preferred Experience: 

• Two years of project management experience
• Ability to work without constant supervision
• Proven forward thinker and problem solver who goes ‘above and beyond’ the requests of the client, the retailer, or the scope of the project.  
• Proven success with the following behaviors: Detail-oriented, organizational skills, time management, and proficiency in multi-tasking.

Tools and Technology: Proficient in Microsoft Office Word, Excel, PowerPoint, and Outlook; Microsoft Access a plus. Extensive use of proprietary systems that track sales, expenses, service orders, performance management ratings, etc. Significant understanding of remote business tools such as smartphones, tablets, and/or laptop use, including troubleshooting issues with connectivity. 

Certifications and Licenses: Internal vendor and/or client certifications as assigned. Valid driver’s license in state of residence. Proof of insurance is required. 

Language Ability:  Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Write routine reports and correspondence. Speak effectively before groups of peers or employees of the organization, both one-on-one, in groups, and via teleconferencing.

Reasoning Ability:  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to translate business process requirements into training and/or staffing plans. Ability to make choices necessary to complete performance objectives to ensure client satisfaction. Communicates in a practical, analytical, thoughtful, flexible, and self-confident manner.  

Work Environment Corporate office environment in Mooresville, NC with travel up to 25% to corporate offices, regional offices, client and/or vendor offices, training or convention venues, and retail establishments. 

Physical Demands: Must have and maintain sufficient strength, agility, and endurance to perform during stressful (physical, mental, and emotional) situations encountered on the job without compromising your health and well-being or that of your fellow employees or clients. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee is frequently required to sit, stand, use hands to finger, handle or feel and talk or hear. Lifting and transporting of objects such as computer laptops and peripherals. Applicable physical activities involved with local or long-distance travel. 

Consults or Interacts With: All levels of staff, management, executives, clients, and customers, retail sales personnel, vendors, and others in the management of services delivery and oversight in assigned locations and markets. Must be professional and presentable.  Serves as an extension of the client’s team and needs to portray the image of the client.

Supervises: N/A

 (To perform the job successfully an individual should demonstrate the following)

Adaptability

• Adapts to changes in the work environment
• Manages competing demands
• Accepts criticism and feedback
• Changes approach or method to best fit the situation

Communication and Quality

• Speaks clearly and persuasively, listens, gets clarification
• Demonstrates group presentation skills and participates in meetings
• Demonstrates accuracy and thoroughness
• Looks for ways to improve and promote quality
• Applies feedback to improve performance
• Monitors own work to ensure quality

Initiative and Judgment

• Undertakes self-development seeking increased responsibilities
• Takes action and calculated risks taking advantage of opportunities
• Displays willingness to make decisions with sound, accurate judgment
• Supports/explains reasoning for decisions including appropriate people in the decision-making process
• Makes timely decisions
• Asks for help when needed

Managing Customer Focus and Service

• Promotes customer focus while meeting commitments
• Establishes customer service standards
• Develops new approaches to meeting customer needs
• Responds promptly to customer needs
• Displays courtesy and sensitivity

Managing People (if applicable)

• Provides direction and gains compliance
• Includes direct reports in planning
• Takes responsibility for direct reports’ activities
• Makes self available to direct reports
• Provides regular performance feedback
• Develops direct reports’ skills and encourages growth

Performance Coaching (if applicable)

• Defines responsibilities and expectations
• Sets goals and objectives
• Gives performance feedback
• Motivates for increased results
• Recognizes contributions
• Encourages training and development

Planning and Organizing

• Prioritizes and plans work activities
• Uses time efficiently
• Plans for additional resources
• Integrates changes smoothly
• Sets goals and objectives
• Works in an organized manner

Problem-Solving

• Identifies problems in a timely manner
• Gathers and analyzes information skillfully
• Develops alternative solutions
• Resolves problems in the early stages
• Works well in group problem-solving situations

Quality Management

• Fosters quality focus in others
• Sets clear quality requirements
• Measures key outcomes
• Solicits and applies customer feedback
• Improves processes, products, and services

Teamwork

• Balances team and individual responsibilities
• Exhibits objectivity and openness to others’ views
• Gives and welcomes feedback
• Contributes to building a positive team spirit
• Puts success of team above own interests

JOB DESCRIPTION DISCLAIMER

This position description in no way states or implies that these duties are the only duties to be performed by employees occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable federal and state laws. Certain job functions described herein may be subject to possible modification in accordance with applicable federal and/or state laws.