Lead Account Manager

Position Summary
The Lead Account Manager serves as the primary point of contact for key customer accounts,
ensuring exceptional service and strategic partnership. This role is responsible for managing and
strengthening client relationships while overseeing the execution of day-to-day business needs
across a diverse portfolio of personal care products, including cosmetics, skincare, haircare, and
fragrance.

Working cross-functionally with internal teams such as Production, Supply Chain, Quality, and R&I,
the Lead Account Manager ensures seamless communication of critical updates related to production
status, scheduling conflicts, material availability, order management, and capacity planning. This
individual plays a pivotal role in safeguarding customer satisfaction while also driving efficiency,
accuracy, and adherence to company standards.

In addition to account management responsibilities, the Lead Account Manager provides leadership
and oversight to a team of Account Managers and/or Account Representatives. This includes
coaching, developing, and monitoring performance to ensure that all client accounts under their
supervision are serviced at the highest level. The position also ensures alignment with internal
OKRs, fostering a culture of accountability, collaboration, and continuous improvement.

Responsibilities and Essential Duties

• Ensure the needs of the Customer are met through data analysis, interpretation, and translation into executable actions.
• Build and maintain strong, long-term relationships with our key Customers.
• Regularly communicate with Customers to review monthly production progress, address concerns, and provide updates and solutions.
• Work closely with Project Services to team to monitor and communicate critical updates of open projects.
• Work closely with Scheduling team to communicate customer priorities regarding production of on-going portfolio items.
• Learn Customers’ current brand portfolio and identify new product opportunities.
• Work with R&I and develop innovation strategy for Customers.
• Create presentations and provide insight into the state of customers including finance, innovation, and strategy.
• Assist in creation of presentations to showcase new innovations and manufacturing technologies to customers.
• Assess, quote and validate new products and customers.
• Monitor and assess risks and develop mitigation plans to reduce impact.
• Regularly review inventory levels and initiate inventory management processes.
• Provide status reports and business assessments to executive and customer stakeholders.
• Remain in compliance with procedures related to Sales that include Training, Customer Complaints, Product Recalls, NOEs, CAPAs, etc.
• Act as point of escalation for the team’s customer conflicts as they arise
• Additional duties and/or special projects as required by the Associate Director of Outside Sales

Technical Skills Required

• Understand internal manufacturing capabilities and operational requirements to align with customer inquiries.
• Strong skills in demand planning, forecasting, and order management.
• Strong oral and written communication skills.
• Excellent interpersonal and organizational skills.
• Understanding of Supply Chain, MRP, and Demand Planning.
• Proficient in Microsoft Office Suite – strong Excel experience is preferred.
• Understanding and usage of an ERP system. Specifics to be applied during training.

Experience Required

• Bachelor’s degree in Business, Marketing, Communications or related field (advanced degree preferred)
• 3 to 5 years of experience in the Personal Care, Beauty, or Cosmetics Industry.
• Manufacturing experience is highly preferred.
• Strong track record in Account Management, with direct responsibility for key customer relationships
• Experience working with ERP systems, such as SAGE, SAP, or Oracle.
• Demonstrated leadership experience, including supervising, coaching, and developing team members.

Physical Requirements

• Regularly sit, stand, and walk for extended periods of time.
• Ability to sit, balance, climb, stand, bend, squat, squeeze, kneel, turn, crouch, stoop repeatedly.
• Physically able to lift 20 pounds occasionally.
• Frequent exposure to varying temperatures, loud noises, heavy machinery, fumes, airborne particles, moving mechanical parts, electrical, chemicals, and vibrations.
• Frequent use of computer screen and use of headphones.