Senior Customer Marketing Manager

Position Title: Sr. Manager, Customer Marketing

Reports To: VP, Marketing 

Location: Required to work onsite from Royal Cup headquarters in Birmingham, AL - This is not a remote work position.

This is a direct-hire position. Unsolicited resumes or candidate referrals from third-party recruiting agencies will not be accepted.

Summary:

The Sr. Manager, Customer Marketing reports to the VP, Marketing and leads Royal Cup’s Customer Marketing Team with a strong focus on Customers, Channels (including e-Commerce/Amazon), Merchandising & POS, and Research & Insights. This role is responsible for developing and executing annual plans aimed at customer growth, retention, and acquisition, collaborating closely with the Sales and Equipment teams. The Sr. Manager, Customer Marketing oversees one direct report, manages customer and sales requests, proactively develops customer programs, and creates sales training tools aligned with the company’s strategic objectives. Additionally, this role spearheads cross-functional initiatives in support of the Executive Leadership Team and Foodservice Leadership Team, driving key business priorities and enhancing customer and channel relationships.

Supervisory Responsibilities:

• Recruits, interviews, hires, and trains new staff within the customer marketing and external, freelance graphic design function.
• Establish operational objectives & workplans and delegate assignments, as necessary.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.

Key Responsibilities:

• Works collaboratively with Sales, Equipment, and Category & Communication Marketing to develop Customer Driven Solutions for the marketplace
• Generates customer, channel, and sales trend updates for Period Reviews, Sales & Marketing Team Meetings, as needed
• Owns Research and Insight Development. Manages partnerships. Leverages databases and ad hoc reports to update the company, customers, and sales on trends
• Conducts and maintains competitive assessments
• Develops tools and solutions that align to KPIs, revenue, profit targets, and goals for channel growth & customer acquisition, conversion rates, retention rates, and satisfaction
• Maintains in-depth knowledge of category offerings and communication tools to exceed customer expectations that are aligned with company efficiencies and positioning. Leverages knowledge to coach and develop direct report and influence colleagues
• Develop marketing materials to support business development opportunities within the sales organization (capabilities, updates)
• Support graphic design and print and packaging development processes
• Acts as Marketing Liaison for key customers, strengthening relationships and leveraging marketing materials to support sales functions within those accounts
• Support Graphic Design, Merchandising & POS Materials, and Print & Packaging Development Processes. And Vendors
• Leverages continuous process improvement and develops SOPs to enhance Customer relationships
• All other duties as assigned

Minimum Qualifications: 

• Bachelor’s degree in marketing, business, or another related field
• 10+ Years of relevant experience in customer marketing. (Equivalent combination of education and experience will be considered.)
• Demonstrated understanding of marketing, e-Commerce, and sales principles
• Strategic thinker who can translate insights and vision into a marketing plan
• Proven people leader and relationship builder
• Excellent written and verbal communication and presentation skills
• Able to deal with ambiguity and problem solve
• Highly organized with the ability to manage multiple projects simultaneously
• Strong business and financial acumen and analytical skills
• Leadership strengths must include inspiring trust, transparency, and teamwork
• Capability to influence and gain consensus with diverse teams and/or individuals from the business, including members of Executive Leadership
• Collaborator with both internal and external stakeholders
• Adaptable
• Positive attitude
• Proficient (or ability to learn) MS PowerPoint, Word, Project, Excel, Adobe Creative Suite, SharePoint, CRM, and SAP
• Curiosity and passion for technology; Knowledge of graphic design tools
• Ability to travel up to 30% as required based on business needs, often requiring overnight stay to attend meetings, trade shows, training, and other work-related events as scheduled
• Ability to successfully complete the pre-employment process

Preferred Qualifications: 

• Masters or Master of Business Administration. (MBA)
• Prior experience in the food service industry and/or B2B Marketing
• Coffee or Tea experience a plus

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Frequent sitting, standing, walking, reaching, typing, reading, talking, and hearing
• The ability to lift up to 15 pounds with or without assistance

Company Profile:

Royal Cup, Inc. is the proven leader in sourcing, roasting, blending, and distributing high-quality coffees and fine teas since 1896 and is the chosen partner for restaurants, hotels, offices, and commuters across the country. We are a family-owned business rooted in a longstanding tradition of coffee roasting excellence that takes pride in our unparalleled dedication to customer care.

We are a large, privately held national importer, roaster, and distributor of coffees, teas, and related products that have been in business for more than 125 years. Royal Cup, Inc. currently provides products, equipment, and service to restaurants, hotels, convenience stores, businesses, and individuals throughout the United States, and we are growing!

 At Royal Cup, Inc. having a customer-centric focus is not simply a motto; our employees believe we each have a responsibility to provide outstanding service to our customers. Our customer-centric focus results in actions we live by that not only retain our current customer base but grow our presence with new, high-impact accounts across the country based on exceptional products and service.

 We believe serving our customers well, serves us well. We are results-oriented and strive to not only retain our current customer base but grow our presence with new, high-impact accounts across the country by offering exceptional products and service.

 Royal Cup Coffee and Tea strives to be sustainably minded and a good corporate steward in all business endeavors. It is also what others expect of us – our employees, our customers and vendors, our local communities, and the coffee and tea industry we help represent. This mindset permeates the actions we take today for tomorrow.

BENEFITS:

Royal Cup Coffee offers a competitive compensation plan and a comprehensive benefits program. On top of being a part of a well-caffeinated team, the benefits program includes healthcare, dental, vision, 401(k), company-paid life and disability insurance, Flexible Spending Account plan, select tuition reimbursement, paid parental leave, remote work opportunities, paid holidays, and vacation time. We also provide ongoing training that is designed to provide maximum success for our employees.

Royal Cup is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or another legally protected status. For individuals with disabilities who would like to request an accommodation, please contact us at 1-800-366-5836.