Customer Development Manager – Specialty Retail & Concessionaire Support

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

The Customer Development Manager will support a portfolio of concessionaire-managed accounts that require complex coordination, proactive account management, and strong collaboration with customers, bottlers, and internal cross‑functional partners. This role is an individual contributor and is directly accountable for achieving assigned performance metrics tied to execution, stewardship, and customer outcomes.

This role requires a high degree of flexibility, the ability to quickly assess opportunities, and strong organizational execution. The individual must demonstrate the Coca‑Cola values through actions and behaviors, model best practices, and effectively manage complex customer interactions via telephone, virtual, and in‑person engagement. The role also emphasizes continuous improvement, knowledge sharing, and development of self and others to enhance current and future performance.

KEY RESPONSIBILITIES

Execution & Initiative Enablement

• 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.

Customer Engagement & Stewardship

• 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 escalate service, reimbursement, and operational issues in partnership with internal and system stakeholders.

Analysis, Reporting & CRM

• 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.

Performance & Development

• 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.

Account & Concessionaire Support (2027 Forward)

• Serve as a 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.

QUALIFICATIONS

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.

Skills & Capabilities

• 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 organizational skills; ability to prioritize and manage multiple initiatives.
• Ability to actively listen, ask insightful questions, and uncover executional and growth opportunities.

Functional Competencies

• Customer Relationship Stewardship: Ability to develop and sustain effective B2B relationships while transferring knowledge, continuity, and value.
• Consumer Focus: Understanding how actions and execution impact the consumer experience and brand perception.
• Analytical Capability: Ability to interpret data to assess performance and inform actions.
• Computer & Systems Proficiency: Ability to use tools such as Salesforce, Design Machine, CokeSolutions.com, National Sales Tool Kit, Matrix/MFE, BRIM, Outlook, KO Tickets, Power BI, and MyCoke.

Additional Activities & Responsibilities 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.

The Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States.

Skills:

Pay Range:

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Annual Incentive Reference Value Percentage:

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.

Location(s):

City/Cities:

Travel Required:

Relocation Provided:

Job Posting End Date:

Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.