E-Commerce - National Account Manager
Job Location: London
Territory based, UK
Company Description:
Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 38,767 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.
Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.
About the Role:
The eNAM (eCommerce National Account Manager) stands as a pivotal member within Ferrero UK's transformative Ecommerce team. As the primary liaison for customers within the FMCG channel, you will collaborate closely with sales, category, and shopper teams, as well as internal partners. Your paramount objective will revolve around propelling digital channel sales and expanding market segment share. Your role encompasses perfecting the digital shelf in the Ecommerce realm, orchestrating flawless new product launches, and executing the online trade plan for your designated clientele.
Your responsibility extends to crafting action-oriented joint business plans (JBP) for each customer account, integrating Ecommerce expertise and pinpointing growth opportunities. Your role is fundamentally centered on steering the online business and catalysing the expansion of our Ferrero customer accounts within the Ecommerce domain.
Unlike the traditional NAM role, this position doesn't entail the conventional account P&L responsibility. Yet, it is equally if not more challenging and fulfilling, as it drives sales through the ever-evolving and swiftest-growing retail channel. This opportunity grants you a broader engagement with diverse teams, both within the UK (e.g., Shopper / Marketing) and on a global scale (Strategic business development [SBD]), offering insights into the intricate workings of our broader Ferrero organisation.
Main Responsibilities:
CUSTOMER MANAGEMENT
The role involves providing digital leadership to both internal and external customer teams. You'll function as the eCommerce 'virtual member' within the customer sales business unit, driving the execution of our eCommerce strategy by translating it into customer account plans. You'll also work to develop and enhance customer relationships while gaining a deeper understanding of their ecommerce capabilities to facilitate positive change. Taking ownership of Advantage Report eCommerce & digital action plans, you will be responsible for eCommerce account sales, volume, and market segment share growth.
DIGITAL SHELF
Your duties in digital shelf management include delivering enhancements to digital shelf metrics in collaboration with internal and external third-party teams. You'll consult with marketing, field, and sales departments to maximise execution and optimise digital on-shelf availability. Furthermore, you'll be instrumental in developing best-in-class processes and activities across the digital shelf through collaboration with global Strategic Business Development (SBD) teams in Luxembourg. Additionally, you'll partner with other eCommerce experts to create a digital shelf toolkit for our broader customer account base.
TRADE PLAN EXECUTION
In trade plan execution, you will play a crucial role in planning and executing online campaigns with customer account and shopper marketing teams. You'll also drive online promotions with customer account teams and collaborate with shopper marketing and other key stakeholders to ensure consistent omni-channel approaches across accounts. Working alongside our performance marketing manager, you'll lead 'consumer-focused / reason-to-buy' digital marketing campaigns. Additionally, you'll develop and implement eCommerce channel-specific product solutions in collaboration with category and brand teams, guided by our eShopper marketing controller.
PERFORMANCE MANAGEMENT
Your responsibilities in performance management include ensuring prompt and accurate reporting of sales, volume, and channel share across assigned customers on a weekly, monthly, and session basis. You will also implement, measure, and evaluate eCommerce performance within each account plan, taking decisive action to deliver results as planned. Reporting on Customer eCommerce performance for both internal and external purposes is another key aspect of this role. In addition, you'll conduct analyses on customer performance and design and implement solutions as needed. Collaborating with customer account demand and supply chain teams will be essential to ensure maximum online availability. Lastly, you'll work with the wider sales, category, and eCommerce teams to develop an ambitious yet achievable year 2 to year 5 budget plan for assigned customer accounts.
FINANCIAL CONTROL
Your responsibilities include forecasting volumes and providing support to customer account, net revenue, and finance teams during the forward budgeting process. You'll also collaborate with the Performance Marketing Manager to assess and evaluate eRetail media activations and their return on investment across assigned accounts. Managing spending and overseeing the PO and invoicing process for any third-party digital shelf activities will be crucial to maintaining financial control.
Who we are looking for:
Candidates should possess experience and knowledge as National Account Manager (NAM) within the fast-moving consumer goods (FMCG) sector, coupled with a clear interest in the intricacies of eCommerce trading.
A genuine enthusiasm for online shopping is essential, along with the ability to showcase a deep comprehension of the digital multi-channel customer journey – including the factors that drive online purchases and potential deterrents that might lead customers away from a website.
An ambitious self-starter who thrives on curiosity and is motivated to make a meaningful impact. The ability to engage proactively in projects and navigate through ambiguity and setbacks is crucial for this role. As well as excelling in team collaboration and have a track record of effectively working within a cross-functional matrix organisation
Applicants should possess a solid background in, and a keen interest for, new and emerging technologies and platforms. Familiarity with tools such as EPOS and market analytics (e.g., Nielsen, IRI), sales planning software (e.g., Blue Planner), and intermediate-level proficiency in MS Office 365 and PowerBI are essential. An openness to exploring the benefits of new digital tools and AI is highly valued.
Experience of working in a product information management system (3.g Salsify or website CMS) and content management tools (e.g., Profitero)
How to be successful in the role and at Ferrero:
Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.