Customer Account Manager

Lincoln, CA

**Covering Western and Upper Midwest Accounts**

Benefits: Medical, Vision, Dental, 401K, Life Insurance, Health Savings Account, Costco Membership Reimbursement and 40% off Employee Discount

Here at San Francisco Bay Coffee, our mission is to cultivate unrivaled quality, strong partnerships and sustainable practices by pouring our hearts into every cup. Come join us in making SF Bay Coffee the most loved coffee in the world!

About San Francisco Bay Coffee

Established in 1979, SF Bay Coffee operates as a family-owned coffee company in its third generation focused on innovation and sustainability. SF Bay Coffee has an international network of over 32,000 farmers and treats all its suppliers as extended members of the family. They offer a variety of coffee products sourced from farms worldwide, including One Cup and a range of bag sizes, all at various roast levels. The brand also sells coffee related merchandise. SF Bay Coffee sells via the following channels: club, regional and national grocery stores, and online. SF Bay Coffee is committed to sustainable and eco-friendly farming and production. The SF Bay Coffee family has maintained a tradition of quality and exceptional service since their inception. They have cemented their reputation as experts in the coffee world by spearheading innovation to create a high quality and affordable coffee product.

Job Summary

The Customer Account Manager is the contact for assigned customers and category(ies) in order to drive category growth and achieve annual sales and commercial spend targets. This role is deeply involved in the activation of Category Roadmaps and uses them in the development and activation of customer-specific Category Business Plans (with a category first approach) to achieve the 4P's (Place, Promotion, Placement, Product) objectives. Build and maintain strong connections with cross functional teams to partner to bring category and shopper insights to drive category results.


  • 5-10 years working with customers and/or brokers in a CPG environment, with successful delivery of critical metrics
  • Bachelor’s Degree in related field preferred
  • Must understand the category, key competitors, and be willing to develop category knowledge
  • Must understand how to develop customer specific category growth strategies
  • Understands all sales functions
  • Good knowledge of interrelationship of key functions and their key initiatives (Marketing, Sales Finance, HR, Supply Chain, Technical and Globe & IS/IT)
  • Understand the interaction between sales functions and cross functional teams
  • Demonstrates the ability to influence people and create compelling, fact-based sales stories
  • The ability to create a customer plan that's within internal spend guidelines and assigned Trade Rates
  • Knowledge of Sales Fundamentals of Pricing, Promotion, Assortment, and Merchandising
  • Knowledge of Annual Planning process and the Monthly Business Planning Process
  • Knowledge of customer, the marketplace, and relevant channel and shopper trends to generate actionable ideas
  • Internal and customer facing presentations/public speaking
  • Advanced MS Office Knowledge: Excel and PowerPoint preferred
  • Relationship management skills and openness to feedback
  • Prioritization / Time Management / Organizational Skills
  • Travel up to 70%
  • Valid Driver’s License and Passport

Key Responsibilities

  • Work with cross functional teams on development of customer-specific category plans anchored in the category growth drivers (category 1st mindset)
  • Present and launch New Item Plan and develop initial field forecast
  • Develop customer promotion plans
  • Perform bottom-up build of annual customer sales and trade spend plans
  • Forecast accuracy, sales performance targets, meeting sales goals, segmentation / resource allocation, improving customer service
  • Achieve annual sales and trade targets through effective selling and negotiation
  • Continuous improvement on forecast accuracy
  • Conduct post event analysis to evaluate promotional volume, consumption, profit and spending results versus plan and leverage findings to maximize future promotional opportunities
  • Monitor and manage deduction balances and conduct post audits.
  • Frequent customer interaction to implement the annual plan, drive execution of the plan, gain distribution on new and current items, activate the customer category strategies, shopper marketing, and any urgent communications such as service level issues or product quality issues
  • Conduct category business reviews, leveraging loyalty and syndicated data, to discuss the state of the business, consumer trends, key business drivers, incremental opportunities, etc.
  • Identify gaps between customer plan and customer feedback and propose resolutions to gaps
  • Ensure achievement of agreed Customer(s) targets/Key Performance Indicators (Category growth, Sales, RIG, Customer service and in-stock levels, etc.)
  • Present Customer Category Plan and supporting Implementation Calendar to customer via joint business planning (JBP)
  • Monitor, review, and drive execution of customer category plan
  • Drive category growth and exceed high performance targets
  • Drive one's own development through the adoption of capability tools
  • Evaluate brokers and conduct annual reviews to determine relationship viability

Follow all company procedures and policies, especially with respect to Safety, Food Safety, and Good Manufacturing Practices (GMP).

Pay Rate: $110,000 - $145,000 Annually

Benefits: Medical, Vision, Dental, 401K, Life Insurance, Health Savings Account, Costco Membership Reimbursement and 40% off Employee Discount

Job Type: Full-time

Work Location: Remote

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Fair Chance Act

San Francisco Bay Coffee will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if San Francisco Bay Coffee is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the Civil Right's Department Fair Chance Act | CRD ( webpage.