Senior Customer Program Manager

Senior Customer Program Manager

The Senior Customer Program Manager is the single point of ownership for one of the company's most strategic enterprise retail partnerships. This role combines full commercial accountability for the account — pricing, trade terms, growth strategy, and P&L performance — with end-to-end coordination of the cross-functional programs required to deliver against that partner's needs (product launches, promotional activations, assortment changes, supply chain compliance, and more).

This is not a traditional account management or sales role. The Senior Customer Program Manager acts as the account's general manager, owning the relationship and the delivery, with the Chief Commercial Officer serving as executive sponsor for high-stakes negotiations and senior-to-senior relationship building.

Responsibilities

Commercial Ownership

• Own the full commercial relationship for one of the company's largest customers, including pricing, trade terms, promotional funding, and contract renewals
• Build and lead the account's annual and quarterly business plans (joint business planning) directly with the retail partner
• Own revenue and margin performance for the account, tracking against targets and identifying growth opportunities (new listings, expanded distribution, exclusive SKUs, co-branded promotions)
• Lead day-to-day negotiations, escalating only strategic decisions (e.g., RFQ's, annual contract renewal, major margin concessions) to the Chief Commercial Officer and Executive Leadership Team

Executive & Relationship Management

• Prepare and support the Chief Commercial Officer for executive-level engagement with the partner, including QBRs, annual negotiations, and relationship-building touchpoints
• Translate account dynamics into clear, concise updates so the Chief Commercial Officer can engage meaningfully without day-to-day involvement
• Identify and surface risks early enough for executive intervention when needed (e.g., competitive threats, compliance disputes, relationship strain)

Cross-Functional Program Delivery

• Coordinate all workstreams tied to the account — product launches, packaging changes, promotional campaigns, seasonal resets, retail media activations — across marketing, supply chain, sales operations, and finance
• Own the account-specific calendar of retailer requirements and internal deliverables, ensuring nothing slips
• Identify and resolve cross-team dependencies before they become delivery risks

Operational & Compliance Management

• Ensure adherence to the partner's operational requirements (ethical sourcing, EDI/ASN compliance, labeling standards, fulfillment SLAs)
• Monitor forecast accuracy in partnership with demand planning; flag and resolve inventory misalignment
• Manage compliance claims, deductions, and chargebacks in coordination with finance and supply chain

Reporting & Analytics

• Own account-level performance reporting (where available): sell-through, POS/scan data, market share, promotional lift, fill rates
• Translate retailer data into actionable insight for internal marketing, product development, sales, and category management stakeholders
• Report account performance, risks, and opportunities directly to the Chief Commercial Officer and, as needed, broader leadership

What Success Looks Like

• The account hits or exceeds annual revenue and margin targets
• Cross-functional teams have clarity and confidence in account timelines and priorities
• The Chief Commercial Officer/Executive Leadership Team are never surprised by an account issue — risks are surfaced early with recommended actions
• The retail partner views this person as their primary, trusted point of contact across both commercial and operational matters

Qualifications and Skills:

• 7+ years of experience in key account management, national accounts, or customer/program management within CPG, consumer products, or retail.
• Demonstrated experience owning commercial P&L for a major retail or distributor relationship
• Strong track record managing cross-functional delivery across marketing, supply chain, and finance
• Experience with retail systems and processes (EDI, POS/scan data, trade promotion management) preferred
• Excellent executive communication skills — comfortable preparing and supporting C-level engagement
• Ability to operate with a high degree of autonomy and ownership, without a dedicated sales partner on the account
• Prior experience working for Starbucks in a category, product, or supply chain role highly desirable.

Core Benefits

• 100% employer-paid medical, dental, and vision insurance for eligible employees
• 401(k) with company match
• Generous paid parental leave
• Flexible time off policy
• Monthly cell phone stipend
• One-time home office setup stipend

Work-Life Perks

• Hybrid work environment with flexibility and trust
• Discounts on MiiR products + pro deals with top outdoor brands
• Work with a Certified B Corp committed to sustainability, community impact, and thoughtful growth

At MiiR, we strive to offer competitive, equitable pay paired with meaningful benefits, flexibility, and a mission-driven culture. Our salary ranges are thoughtfully benchmarked to reflect our size, stage, and values as an independently owned, Certified B Corporation.

The salary range for this role is $110,000-$130,000 USD. New hire salaries typically fall between the range minimum and midpoint, depending on job-related skills, experience, and expertise as assessed during the interview process.

Inclusion at MiiR

At MiiR, we're committed to building an inclusive workplace where diverse backgrounds, and experiences are welcomed and valued. We believe equity and representation strengthen our team, our impact, and the communities we serve.

MiiR is an equal opportunity employer. We encourage all qualified candidates to apply—especially those who bring new perspectives to our work and mission.