Customer Business Manager - Retail

Nutramax Laboratories; Lancaster (SC); On-site; USD 90,000 - 130,000; Full time

Job summary

Nutramax Laboratories seeks a Customer Business Manager to drive profitable growth with assigned retail accounts through strategic planning, forecasting, and strong relationships.

You will partner with Marketing, Product Management, Finance, Supply Chain, and Customer Service to execute plans, introduce new products, and resolve issues while maintaining Nutramax’s preferred channels and profitability.

Qualifications

• Three+ years of experience in account management, customer development, or related commercial roles.
• Experience with national retail accounts is preferred.
• Bachelor’s degree in Business, Marketing, Sales, or related discipline.

Responsibilities

• Develop and execute annual customer business plans in partnership with senior leadership.
• Manage day-to-day customer activity and provide timely follow-through on commitments.
• Collaborate with Marketing, Product Management, Finance, and Supply Chain to resolve issues and drive growth.
• Prepare and present customer reviews, selling points, and new item recommendations.
• Monitor sales performance, profitability, and promotional effectiveness; identify risks and opportunities.
• Coordinate with internal teams to ensure accurate forecasting and execution across accounts.

Skills

Account management

Relationship building

Forecasting

Negotiation

Data analysis

Cross-functional collaboration

Education

Bachelor’s degree in Business or related field

Tools

Excel

PowerPoint

Job description

Nutramax desires to provide a drug-free, healthful, and safe workplace. We hold a zero-tolerance policy for drug use. Employment is contingent upon successfully passing a preemployment background check and drug screen (subject to applicable law).

The hours for this position are Monday - Friday, 8:30 a.m. – 5:00 p.m.

This role is 100% on site at our Headquarters location in Lancaster, SC.

Summary of the Position

The Customer Business Manager is responsible for delivering profitable growth for assigned Nutramax retail customers through account planning, customer relationships, forecasting, and consistent execution. Working with the Commercial VP – Retail, this individual develops annual customer business plans, identifies growth opportunities, and manages day-to-day customer activity.

This role works closely with Marketing, Product Management, Finance, Supply Chain, Demand Planning, Customer Service, and Commercial Operations to execute customer plans, introduce new products, and resolve business issues. The Customer Business Manager owns follow-through across assigned accounts and brings forward recommendations supported by customer, category, and financial analysis.

The ideal candidate combines strong analytical and relationship-building skills with sound judgment, attention to detail, and willingness to learn. Success requires independent thinking, initiative, sound decision-making, the ability to apply feedback, and consistent delivery of results while working within Nutramax’s commercial strategy and approved business guidelines.

Roles and Responsibilities

Customer Business Planning and Growth

• Manage assigned customer businesses to achieve agreed sales, distribution, and profitability objectives.
• Develop and execute annual customer business plans in partnership with the Commercial VP – Retail.
• Independently analyze customer, category, shopper, marketplace, and financial information to identify growth opportunities and develop recommendations for assortments, distribution, merchandising, promotions, and new products.
• Prepare and participate in Joint Business Planning sessions and annual line reviews, with leadership involvement appropriate to the customer and opportunity.
• Partner with Product Management and Marketing to communicate customer needs and execute approved new product introductions.
• Monitor competitive activity and customer performance, identifying opportunities and bringing forward business risks and recommended actions.

Customer Partnership & Business Development

• Build effective relationships with customer buyers and supporting teams, serving as the primary contact for day-to-day account management.
• Prepare and present customer business reviews, selling presentations, and new item recommendations.
• Manage routine customer negotiations within approved pricing, promotional, and investment parameters. Partner with the Commercial VP – Retail on major negotiations, contractual commitments, and exceptions to established guidelines.
• Identify opportunities that support customer growth while protecting Nutramax’s profitability, brand positioning, and channel strategy.
• Communicate customer needs and commitments clearly to internal partners and ensure timely follow-through.
• Represent Nutramax with professionalism, product knowledge, and a practical understanding of the customer’s business.

Business Performance & Forecasting

• Deliver customer sales and profitability objectives while managing promotional investment and trade spending within approved budgets.
• Develop and maintain customer forecasts in collaboration with Demand Planning, incorporating promotional activity, distribution changes, new items, and emerging sales trends.
• Monitor sales, market share, distribution, profitability, and promotional effectiveness. Identify performance gaps and recommend corrective actions.
• Use customer, syndicated, and internal data to evaluate performance and develop actionable recommendations.
• Maintain accurate customer plans, forecasts, spending records, and business reporting.
• Escalate material changes in customer terms, pricing, demand, or profitability, providing analysis and recommended next steps.

Cross-Functional Coordination & Execution

• Coordinate internal partners to execute approved customer initiatives, with clear responsibilities, timelines, and follow-through.
• Partner with Marketing on customer activation, promotional plans, selling materials, and product launches.
• Work with Finance, Supply Chain, Operations, Regulatory, Customer Service, and Product Management to resolve issues and meet customer commitments.
• Coordinate with Commercial Operations to ensure timely completion of item setup, customer submissions, pricing updates, and related account requirements.
• Communicate customer requirements and relevant insights during product and commercialization planning.
• Identify practical improvements to account processes, reporting, and execution.
• Communicate progress, risks, and decisions clearly. Seek guidance when needed and apply feedback to strengthen performance.
• Perform other assigned duties as required.
• Regular attendance is required.
• Three or more years of relevant experience in account management, customer development, category management, sales, or related commercial roles within consumer packaged goods, healthcare, supplements, pet care, or related industries.
• Demonstrated contribution to customer growth or successful execution of customer business plans. Experience working with national retail accounts is preferred.
• Working knowledge of customer business planning, forecasting, pricing, trade spending, and profitability.
• Ability to analyze sales and financial data, identify business issues, and develop clear recommendations.
• Strong communication, presentation, relationship-building, and negotiation skills.
• Ability to coordinate work across functions and follow through on commitments.
• Strong organizational skills, attention to detail, and the ability to manage competing priorities.
• Demonstrated curiosity, openness to feedback, and ability to apply learning to new responsibilities.
• Sound judgment in balancing customer needs with company objectives and recognizing when to seek guidance.
• Demonstrated ability to take ownership of assigned work, anticipate issues, and move priorities forward with appropriate independence.
• Proficiency with Microsoft Office Suite, particularly Excel and PowerPoint.
• Domestic travel is approximately 15%.

Preferred Qualifications

• Experience supporting new product introductions, retail promotions, or customer line reviews.
• Familiarity with category management, omnichannel retail, and shopper marketing.
• Experience working with syndicated data sources such as Circana, Nielsen, Stackline, Numerator, or similar.
• Experience within animal health, healthcare, consumer packaged goods, nutritional supplements, or other science-based industries.

Education and Experience

Bachelor’s degree or equivalent in Business, Marketing, Sales, or a related discipline required.