National Account Manager – E-Commerce EMEA
UK, Manchester Head Office/ Permanent/ SALARY: COMPETITIVE
Job Purpose
To develop, lead and grow Zooplus and Ocado as strategic national and international customer accounts across the UK and EMEA by developing and executing joint business plans that drive profitable sales, build market share and strengthen long-term partnerships for the MPM brands.
The National Account Manager is responsible for full customer P&L ownership, delivering against revenue, spend and margin targets, and acting as the key liaison between each customer and internal cross-functional teams.
This role plays a critical part in developing Zooplus and Ocado for MPM across the UK and EMEA, shaping customer strategy, influencing online category performance and championing commercial excellence across the organisation.
Key Responsibilities
This role deals with a wide variety of tasks including, but not limited to the following:
- To manage and optimise Zooplus as strategically important account across the UK and EMEA, building strong relationships and clear joint business plans.
- To develop, lead and grow Ocado by developing and executing joint business plans that drive profitable sales, build market share, and strengthen long-term partnerships for the MPM brands
- Own the customer P&L for both accounts, ensuring profitable growth, effective budget management and delivery of agreed turnover, spend and gross margin targets.
- Lead customer negotiations, annual planning and commercial reviews to secure mutually beneficial outcomes and maximise MPM ROI.
- Define and implement customer strategies for Zooplus and Ocado that deliver MPM and customer goals and build a profitable foundation for future growth.
- Monitor, analyse and report Retail Sales Value (RSV), turnover, spend and margin performance versus budget and outturn on a weekly, monthly and annual basis.
- Develop and implement robust pricing, promotion and trade plans by customer, analysing ROI and amending plans where needed.
- Negotiate and implement trade, media and consumer marketing plans in partnership with the UK/EMEA Brand Manager and eCommerce team.
- Work cross-functionally across marketing, finance and insights to deliver compelling sales propositions, range reviews and brand planning sessions supported by EPOS, customer and consumer data.
- Identify opportunities to increase product range, online visibility and digital shelf performance across Zooplus and Ocado.
- Deliver best-in-class online execution through strong product content, media plans, digital shelf audits and customer review programmes.
- Work with demand planning to ensure accurate base, promotional, NPD and new-listing forecasts are shared and service issues are managed effectively.
- Track competitor, category and customer activity across the UK and EMEA, using insight to recommend opportunities and manage risks.
- Any other duties commensurate with the level of responsibility of this role.
Knowledge, Skills and Experience
Action Orientated
Self-starter who can react quickly and effectively to an opportunity, issue or new route to market.
Business Development Skills
Able to identify commercial opportunities, build effective relationships and create growth plans with defined retail and eCommerce partners.
Curiosity and Initiative
Naturally curious, proactive and confident researching customers, markets and operating requirements across the UK and EMEA.
Confidence Navigating the Unknown
Comfortable working in ambiguity, solving new problems, building processes and influencing others across complex customer accounts.
Strategic Commercial Thinking
Able to align account plans with business objectives, brand priorities and long-term growth strategies.
Advanced Negotiation Skills
Capable of leading complex customer negotiations and securing mutually beneficial outcomes.
Data-driven Decision Making
Strong analytical skills & confidence using sales, market and financial data to shape recommendations.
Project Management
Ability to manage multiple account workstreams, stakeholders and commercial priorities, delivering projects on time.
Stakeholder Management
Skilled at influencing and communicating with internal and external stakeholders at all levels.
Strong Communication and Presentation Skills
Can create and deliver compelling customer-facing proposals, business cases and launch recommendations.
IT Literate
Competent using Excel and PowerPoint, with confidence working with customer, sales and eCommerce data. Full training will be given on in-house systems.
Focus on Execution
Ability to turn insight and strategy into clear actions, customer plans, commercial initiatives and follow-up.
Understanding of key profit drivers, ROI, budget management and ways to improve customer profitability.
Personal Learning and Embraces Change
Seeks feedback, learns from experience and adapts quickly as customers, markets and processes evolve.
Time Management
Uses time effectively to manage account deadlines, project milestones and customer priorities.
High Level of Self-supervision, Organisation and Discipline
Fully prepares for customer calls, prioritises work effectively and ensures agreed follow-up is delivered on time.
Minimum of 5 years’ account management experience in the FMCG sector.
Minimum of 2 years in eCommerce.
Proven track record of managing strategic retail or eCommerce customers and delivering profitable account growth.
Languages
English. Additional European languages would be advantageous.
- Experience in the Pet Care sector.
- Experience managing Zooplus, Ocado or another major UK or EMEA eCommerce customer.
- Experience working across European markets.
- Understanding of digital shelf, online content requirements and eCommerce trading levers.
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