Key Purpose:
Own the end-to-end commercial, operational, and customer relationship management responsibilities for major national customer accounts across all channels. The Business Manager is accountable for driving sales growth, profitability, and customer satisfaction through strategic planning, execution, and cross-functional collaboration.
Key Responsibilities:
Account Strategy & Planning
Develop and implement strategic account plans (e.g. joint business plans) for each major customer to achieve revenue growth, market share expansion, and profit objectives, with full accountability for the account’s P&L performance. Identify new business opportunities within the account and long-term growth initiatives that align with overall company strategy.
- Develop and implement strategic account plans.
- Drive revenue, market share growth, and profit objectives.
- Identify and execute new business opportunities within accounts.
Customer Relationship Management
Build and maintain strong, trust-based relationships with key customer stakeholders at all relevant levels. Serve as the primary point of contact and trusted advisor, understanding the customer’s business needs and priorities, to drive mutual business growth and ensure high customer satisfaction. Act as the voice of the customer within the organisation, advocating for their needs while balancing company objectives.
- Act as the primary point of contact for customer stakeholders.
- Build strong, trust-based relationships.
- Understand and advocate for customer needs within the business.
Sales Forecasting & Performance Analysis
Lead the sales forecasting and demand planning process for assigned accounts, ensuring accurate projections to inform supply chain planning. Monitor and analyse account performance on a regular basis (e.g. monthly/quarterly), reporting sales results, market share, and other key metrics against targets. Use data analysis to identify trends or shortfalls and adjust account plans or forecasts accordingly, improving forecast accuracy and responsiveness to market changes.
- Lead accurate sales forecasting and demand planning.
- Monitor and analyse account performance metrics.
- Adjust plans and forecasts based on data-driven insights.
Promotions & Trade Marketing
Plan and execute trade promotions and account-specific marketing initiatives in collaboration with the Brand and Trade Marketing teams. This includes managing in-store promotions, product launches, joint marketing campaigns, and customer events/trade shows, ensuring they are delivered on time and on budget. Evaluate the effectiveness and ROI of promotions and events through post-promotion analysis, using insights to optimize future activities and maximize promotional return on investment.
- Plan and execute customer-specific promotions and events.
- Collaborate with Marketing and Trade Marketing teams.
- Evaluate promotional ROI and effectiveness.
Cross-Functional Collaboration
Work closely with internal departments to ensure effective execution of account plans and resolution of issues. Coordinate with Marketing on campaign planning and product positioning, Supply Chain/Planning on inventory forecasts and service levels, Finance on pricing and profitability, and Product/Category Management on new product introductions tailored to the account. Ensure all internal stakeholders are aligned with the account’s strategy and timelines, facilitating effective communication and quick problem-solving across teams.
- Work closely with Marketing, Supply Chain, Finance, and Product teams.
- Ensure seamless execution of customer plans.
- Drive internal alignment and quick problem resolution.
Field Execution Collaboration (if applicable)
Coordinate with National Field Execution teams sales to ensure plans are executed at the store level. Provide guidance to field representatives to drive consistent execution and accountability for in-store activities and ensure retail staff are educated on new or key products through training and support materials. Gather on-the-ground feedback and “in-outlet” intelligence from the field to inform account strategies (e.g. competitive insights, execution gaps) and address any operational issues promptly.
- Guide field sales and merchandising teams.
- Support retail execution and product training.
- Gather field intelligence to inform account strategies.
Key KPIs:
- Sales & Revenue Growth: Achievement of annual sales revenue and volume targets for the account portfolio
- Margin Improvement Targets : Delivery of strategic initiatives that contribute to improving account-level profitability. This may include product mix optimization, driving premium product sales, reducing reliance on high-discounting strategies, and managing cost-to-serve efficiencies. Target 1% margin improvement on the individuals key account.
- Forecast Accuracy : High levels of forecast accuracy across base business and promotional volumes, ensuring effective collaboration with Demand and Supply Planning teams. Performance will be assessed against forecast variance metrics and adherence to agreed planning cycles.
- Excess & Obsolete Inventory Management : Effective management of Excess & Obsolete (E&O) inventory targets within assigned accounts. This includes proactive management of ageing stock, execution of exit plans or markdown strategies where required, and collaboration with Supply Chain to minimise stock write-offs. E&O to be tracked by Business Manager so each individual is accountable for managing inventory they forecasted and did not sell.
- Forecast Accuracy : High levels of forecast accuracy across base business and promotional volumes, ensuring effective collaboration with Demand and Supply Planning teams. Performance will be assessed against forecast variance metrics and adherence to agreed planning cycles.
- Compliance with Internal Process Metrics: Adherence to internal business processes and reporting requirements, including timely and accurate completion of:
- Monthly sales reporting and performance reviews
- Forecast submissions
- System price management
- Promotional ROI evaluations
- Customer meeting notes and action tracking
- Promotional Effectiveness : Successful planning and execution of promotional programs, measured through uplift vs baseline sales, ROI on trade marketing investments, sell-through rates, and customer feedback on execution quality.
- Customer Satisfaction & Retention: Strength and depth of customer relationships, reflected through retention of business, customer satisfaction metrics evidenced by feedback scores or survey results, collaborative JBP engagement, and responsiveness to customer needs.
- Market Share Growth within the Account : Delivery of share of wallet or market share growth within assigned customers, based on internal or market benchmarking data where available. Demonstrated growth in key categories or segments will be a critical success indicator.
- New Product Placement Success : Successful introduction and execution of new products or ranges within assigned accounts, including number of new SKUs listed, ranging wins, speed to market, and contribution of NPI to sales growth targets.
Skills & Experience Required:
- Strong commercial acumen and negotiation skills.
- Excellent communication and stakeholder management.
- Proven ability to develop and execute strategic plans.
- Cross-functional collaboration and leadership skills.
- Strong organizational skills and ability to manage multiple priorities.
We Don’t Just Build The World, We Build Innovative Technology Too.
Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 43,500 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.
Who We Are
We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.
Global Benefits & Perks
You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.
What You’ll Also Get
Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.
Learning & Development:
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).
Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.
Purpose-Driven Company:
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.
