Account Services Manager, Staples Promotional Products (Hybrid)

Account Services Manager

Staples is business to business. You’re what binds us together.

While you may know Staples as the world’s leading office supply company, Staples Promotional Products - a division of Staples - is a national leader in the promotional products industry. At Staples Promotional Products, we help customers build love for their brands with customized merchandise solutions. Whatever story they want to tell, connection they want to make, or goal they need to deliver, Staples Promo makes it easy to design promo experiences that create lasting impact. Join our winning team!

What you’ll be doing:

• Responsible for the success of a $30M+ book of combined in-stock program business, Retail store business and one-time online order programs, with YoY growth and profitability targets.
• Responsible for increasing program account profitability, including freight margin, product margin and other profit levers.
• Responsible for optimizing structure across teams/scope of influence to meet evolving business and customer needs.
• Responsible for training, process development, tooling implementation across teams to facilitate efficiency and role clarity.
• Ensure all projects meet launch dates; target expectations for margins, SKU count and budgets.
• Responsible for overall calendar of program executions.
• Implement demand-driving strategies and actively works with ASLs (Account Services Leads) to grow business with contracted customers.
• Escalation point for customer challenges or high-level customer strategy conversations.
• Responsible for forecasting and budgeting for contracted program accounts.
• Develop the overall approach and strategy for the management of enterprise, mid-market and SPO-only websites and online solutions.
• Responsible for Customer Cost to Serve efforts to enhance overall program profitability.
• Responsible for success of eStore packages (service level packages that vary dependent on customer program size).
• Manage to customer business and contractual requirements, providing direction and guidance to internal support teams in implementing and managing solutions for key customers.
• Responsible for implementing strategies/processes to charge for value-added services that may be incremental to existing scope of services/work in place today for customers.
• Work with BD to support RFP and pitch projects
• Work with the Marketing Manager and Sales Leadership on strategies to drive organic, profitable growth and to manage inventory through sales and marketing initiatives (including customer buy-backs).
• Provide clear direction and ongoing updates on priorities to other departments including: Inventory, Systems, Marketing, Creative Services and Sales.
• Drive profitability by working closely with Vendor Relations team on Preferred Supplier strategies.

What you bring to the table:

• Excellent interpersonal and communication skills to effectively interact with contracted business clients and team members.
• Strong leadership, coaching, and team-building abilities.
• Strong project management skills
• Confidence & experience in managing customers / customer relationships
• Ability to 'see around corners' and set contingency plans
• Self-starter with strong sense of personal accountability
• Strong problem-solving skills and the ability to make data-driven decisions to improve processes.
• Experience in account management, account services, merchandising/buying, marketing, and sales experience all relevant to role.
• Flexibility to adapt to changing priorities and a fast-paced work environment.

What’s needed- Basic Qualifications:

• Bachelor's degree in Business Administration, Communications, or a related field. Equivalent work experience may be considered.
• Minimum 5 years people management experience.

What’s needed- Preferred Qualifications:

• Experience in the promotional product industry.
• Experience using project management software solutions.
• Experience managing high value projects which delivered successful outcomes.
• High level of proficiency in the Microsoft Office Suite, specifically Excel
• Experience working directly with IT team to develop and launch new tech solutions to the business.

We Offer:

• Inclusive culture with associate-led Business Resource Groups
• Flexible PTO (22 days) and Holiday Schedule
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!

At Staples, “inclusion” is an action word. It represents what we do to ensure that all employees feel valued and supported to contribute to their fullest potential. When we operate inclusively, diversity naturally follows. This is why we work hard to foster an inclusive culture, as we seek employees with unique and varied perspectives and areas of expertise. The result is a better workplace and innovative thinking that helps us exceed our customers’ expectations -- through the power of the people behind our iconic brand.

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.