Senior Director, Customer Profitability, Deal Desk & Rebates

Senior Director, Customer Profitability, Deal Desk & Rebates

The Senior Director, Customer Profitability, Deal Desk & Rebates is a new position for all of SRS Distribution Inc., and will report directly to the SVP, Enterprise Strategic Pricing and lead a critical enterprise function focused on improving customer-level profitability, governing major deal economics, supporting national account pricing, and managing customer rebate programs.

This leader will own the operating model for evaluating large, complex, strategic, and exception-based customer pricing decisions. The role ensures that customer deals are reviewed with full economic visibility, including sell price, product cost, freight, delivery, rebates, vendor support, cost-to-serve, customer commitments, and realized margin impact.

The Senior Director will lead the Deal Desk, National Account Pricing Support, and Customer Rebate / IV Rebate Management functions. IV Rebates are vendor-negotiated discounts or rebate arrangements designed to support the sale of specific vendor products to specific customers under approved commercial terms.

This is a high-impact role for a decentralized, branch-led distribution environment where customer-specific pricing, national account agreements, vendor-supported discounts, local exceptions, and service requirements can create significant margin leakage if not actively governed.

Reporting Relationship

Reports to: SVP, Enterprise Strategic Pricing

Key partners:

• VP, Pricing Strategy, Analytics & Value Capture
• VP, Pricing Operations & Governance
• Business Presidents
• National Accounts Leadership
• Sales and Commercial Leadership
• Finance
• Category / Vendor Management
• Branch and Regional Leadership
• Cost, Rebates & Margin Integrity team
• IT / ERP / Pricing Systems teams

Direct reports may include:

• Deal Desk Manager / Lead
• National Account Pricing Support Lead
• Customer Rebates / IV Rebates Lead
• Customer Profitability Analysts
• Deal Desk Analysts

Key Responsibilities

Customer Profitability Leadership

• Own enterprise customer profitability governance across supported business units.
• Identify customers with margin leakage, declining profitability, unfavorable product mix, excessive discounts, unrecovered freight, high service burden, or weak realized margin.
• Develop standard customer profitability reviews by customer, branch, region, business unit, segment, and product family.
• Partner with sales, national accounts, finance, and business leaders to create action plans for underperforming customers.
• Evaluate customer profitability using full deal economics, including price, cost, rebates, freight, delivery, returns, payment terms, service levels, and branch support requirements.
• Establish clear standards for customer-level margin targets, exception review, price agreement hygiene, and profitability improvement actions.
• Track customer profitability actions from identification through execution and realized margin impact.

Deal Desk Leadership

• Lead the enterprise Deal Desk for large, complex, strategic, or exception-based customer pricing decisions.
• Own deal desk intake, review, approval workflow, escalation process, documentation standards, and service-level expectations.
• Govern reviews for below-floor pricing, strategic account exceptions, large customer-specific pricing agreements, multi-branch deals, long-term price commitments, freight exceptions, and high-risk competitive matches.
• Ensure deals are evaluated based on full economics, not only invoice gross margin.
• Help sales teams improve deal structure through conditional approvals, volume commitments, SKU scope limits, freight recovery, expiration dates, payment terms, mix requirements, or vendor support.
• Ensure approved deals include clear rationale, financial impact, approval authority, effective date, expiration date, and review cadence.
• Track deal desk performance, including margin saved, approval rate, turnaround time, escalations, and post-approval compliance.

National Account Pricing Support

• Provide dedicated pricing support for national and strategic accounts.
• Partner with national account leadership on pricing strategy, renewals, customer profitability, price increase execution, and exception governance.
• Analyze national account performance across branches, regions, product categories, customer locations, and business units.
• Identify margin leakage caused by inconsistent branch execution, unmanaged exceptions, incorrect customer pricing, unrecovered freight, weak rebate alignment, or poor agreement controls.
• Support national account negotiations with fact-based pricing analysis, profitability insights, and recommended deal structures.
• Ensure national account pricing agreements have clear terms, eligible customer locations, product scope, effective dates, expiration dates, approval documentation, and performance tracking.
• Monitor compliance with national account pricing agreements and escalate unauthorized deviations or profitability risks.

Customer Rebate and IV Rebate Management

• Lead governance for customer-specific rebates, customer rebate agreements, vendor-supported customer pricing programs, and IV Rebates.
• Manage IV Rebates, defined as negotiated vendor discounts or funding arrangements that support selling specific vendor products to specific customers.
• Ensure rebate agreements are documented, approved, accurately maintained, and aligned with customer pricing decisions.
• Partner with category/vendor management and finance to validate vendor commitments, eligible customers, eligible SKUs, rebate rates, effective dates, expiration dates, and claim requirements.
• Ensure customer pricing decisions reflect confirmed vendor-supported economics and do not create unfunded margin leakage.
• Monitor rebate accruals, collections, disputes, short pays, missed claims, and expired or inactive agreements.
• Establish controls to prevent customer discounts from being granted without confirmed vendor support.
• Partner with finance to reconcile expected versus actual rebate capture and quantify rebate leakage.
• Create visibility into customer-level profitability before and after rebates.

Deal Economics and Margin Governance

• Establish a consistent framework for evaluating customer deals and pricing exceptions.
• Ensure deal reviews include revenue, gross margin, net margin, rebates, freight, delivery, payment terms, cost-to-serve, and expected volume.
• Evaluate customer pricing decisions against margin floors, discount corridors, customer segment strategy, vendor support, strategic value, and competitive context.
• Partner with Pricing Strategy and Analytics to develop customer profitability models, deal review tools, and executive reporting.
• Partner with Pricing Operations and Governance to ensure approved deal structures are executed correctly in pricing systems and ERP.
• Escalate material margin risks, unfunded discounts, precedent-setting exceptions, and national account profitability concerns to the SVP Enterprise Strategic Pricing.

Cross-Functional Partnership

• Serve as the enterprise pricing point of accountability for customer profitability, major deal economics, and customer rebate governance.
• Work closely with sales and national account leaders to support profitable growth and customer retention.
• Partner with business-unit pricing leaders to ensure customer profitability actions are executable in the field.
• Collaborate with category and vendor management to align vendor funding, IV Rebates, and customer pricing strategy.
• Partner with finance to validate profitability, rebate accruals, margin impact, and benefit tracking.
• Partner with IT and pricing systems teams to improve workflow, rebate tracking, customer agreement management, and reporting.
• Act as a key escalation point for pricing exceptions, rebate issues, national account pricing conflicts, and customer profitability risks.

Success Measures

The Senior Director will be measured on customer profitability improvement, deal quality, rebate capture, and governance effectiveness.

Key metrics include:

• Customer margin dollar improvement
• Customer margin rate improvement
• Reduction in below-floor customer sales
• Reduction in unmanaged customer-specific pricing
• Margin saved or improved through deal desk review
• Deal desk turnaround time
• Deal desk approval and conditional approval rates
• National account price realization
• National account profitability improvement
• Customer rebate and IV Rebate capture rate
• Reduction in missed, disputed, or uncollected rebates
• Accuracy of rebate accruals
• Reduction in expired or undocumented rebate agreements
• Freight and cost-to-serve recovery improvement
• Compliance with approved customer pricing terms
• Realized margin versus approved deal economics

Required Experience