At a Glance
- Tasks: Lead and develop strategic retail partnerships for sustainable growth in the pet health sector.
- Company: Join Boehringer Ingelheim, a leader in animal health with a collaborative culture.
- Benefits: Enjoy a hybrid working model, competitive salary, and opportunities for professional development.
- Other info: Dynamic role with excellent career growth opportunities and cross-functional collaboration.
- Why this job: Make a real impact in the pet industry while developing your commercial skills.
- Qualifications: Degree-level qualification or equivalent experience in account management or customer development.
The predicted salary is between 56700 - 69300 £ per year.
The
Customer Lead for Pets at Home is responsible for leading and developing one of Boehringer Ingelheim Animal Health UK's most strategically important retail partnerships.
The role is accountable for delivering sustainable and profitable growth through excellent customer management, commercial execution and the development of joint business plans.
The role is responsible for developing and delivering the customer strategy, driving commercial performance, stakeholder engagement and executional excellence.
Success requires strong commercial acumen, strategic thinking and the ability to build effective cross-functional partnerships.
Through strategic account management and collaboration, the role identifies growth opportunities and delivers sustainable sales and market share growth.
This is a 12-month fixed-term opportunity with a hybrid working model, combining remote working with regular travel to customer sites and Boehringer Ingelheim office.
- TASKS & RESPONSIBILITIES
- Strategic Account Management
- Develop and implement a customer strategy aligned with business objectives and commercial priorities
- Create, execute and maintain customer business plans to deliver sustainable sales, profit and market share growth
- Identify category, customer and brand growth opportunities through market analysis, customer insights and business performance data
- Develop and maintain stakeholder maps, customer profiles, competitor assessments and market landscape reviews
- Build and maintain strong relationships with key customer stakeholders across commercial, category, marketing and leadership functions
- Lead customer business reviews, performance updates and strategic planning discussions
- Influence internal and external stakeholders to align priorities and deliver mutually beneficial outcomes
- Participate in commercial negotiations, including annual agreements, pricing strategies, promotional plans and trade investment discussions
- Manage customer P&L performance to ensure profitable and sustainable growth
- Monitor account performance against agreed business objectives and identify opportunities, risks and corrective actions
- Build accurate sales forecasts and contribute to business planning processes
- Apply strong commercial judgement to anticipate changing customer, market and competitive dynamics
- Customer Growth & Execution
- Drive excellence across range optimisation, availability, pricing, promotions, digital shelf performance and in-store activation
- Ensure effective execution of customer initiatives in line with agreed retail activation plans
- Use customer, category and shopper insights to develop growth opportunities and commercial recommendations
- Partner with Marketing, Supply Chain, Finance, Customer Excellence and Category teams to deliver best-in-class execution
- Monitor KPIs and performance metrics, implementing actions to improve commercial outcomes and customer results
- Identify and implement initiatives that strengthen customer partnerships and deliver category growth
- Stakeholder & Cross-Functional Collaboration
- Collaborate closely with Sales, Marketing, Category, Finance, Customer Excellence and Global Retail teams to achieve shared business objectives
- Maintain effective communication with local and global stakeholders, providing regular performance updates, insights and recommendations
- Coordinate internal resources to support successful delivery of customer plans and strategic initiatives
- Gather and share customer, competitor and market insights to support business planning and decision-making
- Compliance & Governance
- Ensure all activities are conducted in accordance with the Boehringer Ingelheim Code of Conduct, company policies and relevant industry requirements
- Maintain a strong understanding of applicable governance standards, compliance requirements and business procedures
- Complete all mandatory compliance and governance training within required timelines
- Promote a culture of compliance, transparency, accountability and continuous improvement
- Support the identification, escalation and resolution of compliance-related issues where required
REQUIREMENTS
Education
- Degree-level qualification or equivalent professional experience
Skills & Experience
- Proven success in Key Account Management, National Account Management or Customer Development within FMCG, Consumer Healthcare, Retail or comparable customer-facing environments
- Significant experience managing high-value, strategically important customer partnerships and delivering sustainable commercial growth
- Strong commercial acumen with a proven ability to manage customer P&Ls, trade investment, forecasting and business performance
- Demonstrated success in developing and executing customer business plans and long-term growth strategies
- Exceptional negotiation, influencing and stakeholder management skills, with the ability to engage credibly at all levels of an organisation
- Strong understanding of retail and category management principles, customer development strategies and commercial planning processes
- Ability to build and maintain trusted relationships with senior customer stakeholders and key decision-makers
- Proven ability to lead, influence and align cross-functional teams to achieve shared business objectives without direct authority
- Highly developed analytical and strategic thinking capabilities, with the ability to translate data and insights into actionable commercial recommendations
- Excellent communication, presentation and relationship-building skills
- Ability to effectively manage multiple priorities, navigate complexity and deliver results within a fast-paced commercial environment
- Strong planning, organisational and problem-solving skills, with a proactive and solutions-focused approach
- Experience collaborating effectively across Sales, Marketing, Finance, Category, Customer Excellence and other cross-functional teams
- Ability to identify growth opportunities, manage commercial risks and develop accurate business forecasts
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Customer Lead employer: Boehringer Ingelheim GmbH
Boehringer Ingelheim GmbH is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to drive impactful insights that shape the future of healthcare. With a strong commitment to professional development, employees have access to numerous growth opportunities and resources, all while working in a dynamic environment that values data-driven decision-making and strategic partnerships across various departments. Located in the UK & Ireland, the company offers a unique chance to contribute to meaningful projects that enhance patient outcomes and drive business success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Lead
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Boehringer Ingelheim GmbH.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Boehringer Ingelheim GmbH. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Lead
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Boehringer Ingelheim GmbH.
How to prepare for a job interview at Boehringer Ingelheim GmbH
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Boehringer Ingelheim GmbH's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Boehringer Ingelheim GmbH offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
