Customer Engagement Manager

JOB SUMMARY: The Customer Engagement Manager is the key interface between customers and internal cross-functional teams. This position manages every aspect of the relationship, from maintaining high service levels to shepherding new projects through the Product Lifecycle Management process. This role will have significant influence over advancing Bridgetown’s strategic goals as a key account owner, providing customer service and project management expertise, as well as balancing and cascading customer priorities through the organization. The position will also supervise the Customer Engagement Specialist.

ESSENTIAL FUNCTIONS:

Act as the voice of the customer to internal cross-functional teams:

• Guide cross-functional team to deliver on customer expectations
  • Translate BNF and customer business strategy to BNF technical experts
  • Mobilize functional experts to deliver on customer needs and priorities
  • Problem-solve for the unexpected to drive results
• Participate in the PLM process
  • Act as the project lead and cross-functional facilitator of innovation, renovation, and productivity projects, ensuring timely and successful delivery of solutions
  • Support day-of trials and launches and facilitate clear, effective communication between the R&D, Operations, Quality, Engineering teams and the customer
• Forecast and track key account metrics
  • Communicate the progress of monthly/quarterly initiatives
  • Learn customer requirements and drive cross functional solutions
  • Be able to articulate and anticipate the customer’s needs to ensure commitments are met

Act as a trusted advisor with the account:

• Be the face of Bridgetown to the customer
  • Ensure BNF values and branding are evident in all customer communications
  • Ensure customers feel they are listened to and that their top issues get addressed
• Oversee daily interactions with customers
  • Conduct Business Reviews with customer and report out to internal teams
  • Provide oversight for the BNF team on customer scheduling and project calls
  • Identify new growth opportunities with key accounts
• Support Customer Engagement Specialist and provide exceptional ongoing customer service
  • Oversee daily selling responsibilities and handle customer issues / escalation
  • Continuously implement opportunities to improve customer relationships

KNOWLEDGE, SKILLS & ABILITIES:

• BA/BS required; Degree in Marketing, Business, Engineering, or Food Science preferred; Category management experience a plus
• 2+ years experience technical or food manufacturing expertise in R&D, QA, Engineering, Procurement, or Operations
• 5+ years experience in CPG, preference for Natural and Organic Industry
• Experience in a BTB business model, interfacing with accounts
• Ability to manage cross-functional teams, problem-solve, and influence outcomes for which one is not directly responsible
• Ability to communicate and have empathy with both creative and technical functions
• Ability to plan and project manage many highly complex projects
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive level
• Ability to understand and communicate work instructions in English

WORKING CONDITIONS/PHYSICAL FACTORS:

• Able to work in an environment containing nuts, peanuts, dairy, grains and other allergens.
• This job operates in a clerical office setting. This role routinely uses standard office equipment.
• For project trials and launches this position requires the individual to be on his/her feet, ascend and descend building stairways, and safely maneuver through a warehouse and manufacturing environment
• This is a full-time position. Typical days and hours of work are Monday through Friday, 8 a.m. to 5 p.m. with occasional off hours work requirements.