Customer Account Manager, Walmart/Sam's Club

Are you looking to catapult your career by driving high-impact transformation with household brands? Do you crave an entrepreneurial, fast paced and engaging growth assignment working with incredible people from across the globe?

At Dreyer’s Grand Ice Cream, we are excited to start a new chapter of accelerated growth as part of Froneri – a global pure-play ice cream leader. With nearly 100 years of winning experience in the U.S, a robust portfolio of powerhouse brands that consumers know and love such as Häagen-Dazs, Drumstick, Dreyer’s/Edy’s, Skinny Cow, OREO®, Outshine and Frollies, and the backing and coaching of European-based ice cream experts, we know we have the winning recipe.

Headquartered in Walnut Creek, the Bay Area’s hub for up-and-coming food trends, our DGIC team across our offices and factories is raising the bar on all things ice cream. Our growth has been tremendous in the past few years – moving from being #2 manufacturer in market to being #1 in 2024.  The brands have strong investments in marketing support, quality improvements and exciting line extensions and innovation. DGIC has also been recognized by retail partners as the top manufacturer partner, winning the #1 position in the prestigious Advantage Award in 2024.

At DGIC, we don’t just hire for roles, we grow future business leaders. Here, everyone is encouraged to think like a general manager. That means owning your piece of the business, making bold decisions, and seeing the big picture. What makes us unique? You won’t just stay in your lane, you’ll get hands-on exposure to everything from Sales, Marketing and operations to Finance and Supply Chain. It’s like getting an MBA on the job (but with way more ice cream). If you’re curious, driven, and ready to learn a lot about a lot, this is the place to stretch your skills and fast-track your career.

Unleash your potential at Dreyer’s Grand Ice Cream and discover what a sweet career we have in store for you!

What to expect from Dreyers

At the heart of our culture are four core values that guide our actions and define how we work together. We Take Ownership by staying committed from start to finish, making thoughtful decisions, and focusing our efforts on initiatives that drive growth, efficiency, and sustainability. We Do What Is Right by prioritizing transparency, setting clear roles and responsibilities, and speaking up when something doesn’t align with our values. We Seek to Improve through continuous innovation, embracing feedback, and learning from both our successes and setbacks. And We Are Better Together by making decisions that benefit the whole organization, fostering inclusion through diverse perspectives, and treating everyone with fairness and respect. These values are not just ideals—they are the behaviors we live by every day.

MAIN PURPOSE OF JOB:

Drive Category Growth at the Customer(s) – You will support Customer Account Managers in driving category growth at Walmart and Sam’s Club. Role consists of assisting CAM’s in the fundamental sales processes that drive category growth and achieve annual sales and commercial spend targets through the delivery of achieving objectives for new item distribution and base volume gains to include: building and maintaining strong connection to Customer & Category Management to partner to bring category and shopper insights to drive category results, helping to build and drive strategy and execution for total account portfolio standard margin increases, understanding portfolio and contributing as ice cream category and quality expert, assisting to ensure respective account is up to date with payments to DGIC (direct contact with account and DGIC accounts receivable) and assist in maintaining all necessary reporting, promotion calendars and forecasting volume as required.

MAIN ROLE AND ACTIVITIES

Performance: Achieve performance objectives by leveraging category strategy to win at Walmart and Sam’s Club

• Work with CCMD on development of customer-specific category plans anchored in the category growth drivers (category 1st mindset)


• Assist in presenting and launching New Item Plan


• Analyze performance of customer promotion plans


• Perform bottom-up build of Integrated Customer and Category Plan using appropriate Planning System to create Customer Plans


• Clearly execute all DGIC priorities and deliver the growth and goals for Walmart and Sam’s Club.

Customer Strategy: Analyze forecast accuracy, sales performance targets, meeting sales goals, segmentation / resource allocation, improving customer service and customer profitability targets

• Achieve annual sales and trade targets through effective selling and negotiation. Utilize Thoughtspot and Exceedra to develop winning plans to meet or exceed standard margin and sales revenue budget. Develop strong reporting capabilities in Thoughtspot and Exceedra.


• Continuous improvement on forecasting to update, as required, to hit forecast as described within the annual performance evaluation goals.


• Frequent team interaction to develop and implement the annual plan, drive execution of the plan, gain distribution on new and d-build items, activate the customer category strategies, shopper marketing, and any urgent communications such as service level issues or product quality issues


• Identify gaps between customer plan and customer feedback and propose resolutions to gaps


• Ensure achievement of agreed Customer(s) targets/KPIs (Category growth, Sales, Customer service and in-stock levels, etc.) and understand Walmart and Sam’s Club account portfolios transportation and logistics network and be able to facilitate conversations related to transportation and logistics internally and externally.

Win at Retail: Improving execution

• Assist in presenting Customer Category Plan and supporting Implementation Calendar to customer via joint business planning (JBP)


• Monitor and review customer category plan


• Drive execution of customer category plan


• Communicate in store issues raised by the customer/buyer to both your Team Leader/Director and also the CCM team.

Customer Financial Responsibility:

• Support deduction management by working with the AR Team ensuring proper documentation is received and drive payback or removal of unapproved deductions


• Support customer invoice payment by working with AR Team when needed to ensure assigned customers are paying invoice on time (per terms) and in full


• Assist with invoice accuracy, ensuring all terms and pricing are correctly listed on all invoices

Develop Valued Capabilities: Improving selling capabilities and adding customer value through improved analytics and insights, negotiation skills and focus on continuous improvement

 Integrated Approach: Cross-functional communication

• Continual interaction and work with the standardized reports, business insights, and category growth driving opportunities


• Collaborate with team members to share best practices and drive Customer related initiatives, as well as, other functional groups like customer facing supply chain, finance manager, and category sales development.

Drive Quality: Become a quality agent by continuously checking our products in various stores and location. Provide feedback and challenge as necessary to help the organization understand the retail experience.

Objectives:

• Communicate as needed with the retailer to collaborate and execute promotions.


• Create new item presentations with data specific information to hold and gain shelf space.


• Create and consistently modify sales forecasts in each category.


• Understand customer contracts and work within guidelines to ensure policy compliance.


• Manage trade spend to maximize profitability with maintaining good customer relations.


• Collaborate with outside vendors to create promotional synergies.


• Analyze promotion effectiveness through IRI and other data reports.


• Maintain all necessary reporting, promotion calendars, and forecast volume as required.


• Execute all Dreyer’s Grand Ice Cream (DGIC) priorities.

 Maintain Customer Relations: Frequent customer interaction to implement the annual plan, drive execution of the plan, gain distribution on new and d-build items, activate the customer category strategies, shopper marketing, and any urgent communications such as service level issues or product quality issues

• Identify gaps between customer plan and customer feedback and propose resolutions to gaps


• Ensure achievement of agreed Customer(s) targets/Key Performance Indicators (KPIs), Category growth, Sales, Customer service and in-stock levels, etc.

Sales (net sales to goal) MEASURABLE OUTCOMES (as defined in the annual performance review goals)

• Sales (Net Sales to Goal)


• Trade spend (to goal)


• Share growth (Year over Year)


• Profitability (Gross margin to Budget)


• Forecasting accuracy (for your accounts)


• Reporting and Administration Accuracy (Promotional Plan)

Preferred Qualifications:  

• Previous account management experience with demonstrated ability to take initiative and be proactive in identifying customer issues, recommending solutions, and executing effectively to ensure resolution.


• Proven track record in building effective relationships with customers and internal associates.


• Strong negotiating skills to create win win outcomes for the company and customer


• Demonstrated diligence and ability to follow through on all commitments (internal and external stakeholders).


• Strong oral, written and interpersonal communication skills.


• Demonstrated ability to achieve performance goals with minimum direction and supervision.


• Demonstrated solid forecasting skills and the ability to research data from all internal reporting sights i.e. (IRI, PowerBI, Numertor, Kwikee, Run Report, Trade Rate Report)


• College or Undergraduate degree required

The pay scale for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The pay scale disclosed below has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Dreyer’s Grand Ice Cream, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. The pay range for prospective employees in this role is between $90,000 and $110,000 per year.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.