Director of Customer and Market Success

Director of Customer & Market Success

About the Opportunity
Help drive growth for leading Food & Beverage, Consumer Packaged Goods, and Healthcare brands. This leadership role lets you build strategic customer partnerships, lead business development, and work closely with executive leadership across North America and Europe.

Position Overview
The Director of Customer Success leads the development of new contract manufacturing and packaging opportunities with key prospects across North America. You will lead internal and external activities and drive business development strategies that win new customers in the CPG, Food & Beverage, and Healthcare sectors, then grow those relationships over time.

You will also work with global counterparts to build and manage relationship plans for large global customers across North America and Europe. This role reports to the Chief Customer Officer and works regularly with the Executive Team and the CEO.

Key Responsibilities

Growth & Business Development

• Achieve or exceed annual growth objectives, performance goals, pricing targets, and forecast accuracy targets
• Research, analyze, and report on new customer and business development opportunities in contract manufacturing and packaging
• Proactively drive new business, including consultative solution development, RFP responses, pricing development, and win plans
• Develop and achieve annual account objectives that contribute to individual targets and North American growth goals
• Monitor the contract manufacturing and packaging industry, staying current on market changes, risks, and opportunities
• Engage in strategic and tactical planning to drive customer sales

Customer Relationships

• Lead the customer engagement process
• Prepare and execute customer relationship development plans
• Facilitate and attend plant tours, conferences, and industry events
• Manage escalation of service level concerns
• Facilitate questions, resolutions, audits, and other sales-related quality requests

Project Startup & Coordination

• Coordinate the startup of new projects with internal departments
• Lead all communication with key stakeholders during startup of new projects and programs
• Prepare and communicate timelines and areas of accountability
• Identify potential startup issues, develop resolutions, and communicate them internally and externally
• Gather data from internal stakeholders to build customer proposals

Reporting & Operational Improvement

• Manage reporting responsibilities in the CRM tool
• Develop and distribute internal customer activity and opportunity reports
• Optimize use of customer reporting tools and proprietary systems
• Identify opportunities to improve operational efficiencies, service levels, and operational points of difference, both internally and with customers

Requirements

• 5 years of contract manufacturing and/or contract packaging experience
• 5 years in CPG/FMCG, Food & Beverage, or Healthcare manufacturing or packaging
• Extensive customer-facing and solution development experience
• Deep understanding of manufacturing, packaging, and/or supply chain operations
• Strong track record of results through new business wins or account growth
• Experience with large-scale, complex selling to Fortune 500 customers ($10M deals)
• Deep understanding of the financial components of deal development
• Deep experience with shared, dedicated, or in-plant/in-DC contract packaging
• Able to work independently while being an outstanding team player
• Able to distill customer needs for the organization while keeping a strong customer focus
• Able to navigate complex customer organizations and build strong relationships
• Strong executive presence
• 50% travel, primarily domestic with occasional international

Preferred

• Supply chain management or operations experience

Education

• Required: Bachelor's degree in a related field or equivalent experience
• Preferred: Master's degree in Management, Marketing, Finance, or a related field, or equivalent experience