Customer Development Manager – Specialty Retail & Concessionaire

Job Description

Summary:

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 steward ships, closing distribution voids, initiative execution, marketing activations, and post‑program analysis, while strengthening Coca‑Cola’s long‑term customer partnerships.

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 escalates 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 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.

May include 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.

• Education & Experience – 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…