Client Service Manager

Job Summary:

Octopi is a division of Asahi USA reporting up though Asahi Europe and International. In addition to brewing our own beers, Octopi is a leading beverage co-packer currently seeking a dynamic and experienced Client Service Manager to drive business growth, maintain strong relationships with existing clients, and lead a high-performing team. The ideal candidate will be responsible for networking within the beverage industry, sourcing new clients, managing client relationships, and leading initiatives that elevate our client service standards and sales performance.

This individual will work closely with the leadership team, attending industry events, generating new leads, onboarding clients, and managing all aspects of client service. The role also requires a relentless focus on customer satisfaction, as well as experience in revenue management and pricing strategies.

Primary Responsibilities:

• Networking & Business Development:
• Develop and execute strategies to network within the beverage industry to identify and engage potential new clients.
• Sell available beverage production capacity to new clients, driving sales and revenue growth.
• Client Onboarding & Relationship Management:
• Oversee the successful onboarding of new clients, ensuring they receive a smooth transition and are integrated effectively into the Octopi systems.
• Serve as the main point of contact between Octopi’s leadership team and clients, ensuring clear and timely communication.
• Establish and implement processes to ensure long-term, strong relationships with clients, focusing on consistent and high-quality service.
• Client Service & Communication:
• Lead a team of client service professionals, ensuring world-class customer service is provided to all clients.
• Maintain a constant focus on client satisfaction by addressing client inquiries, issues, complaints and requests promptly.
• Collaborate with internal teams (e.g., planning and logistics) to ensure on-time and in-full deliveries to clients.
• Keep up-to-date with the latest customer service technologies, best practices and industry trends.
• Lead client discussions around pricing, including price increases, maintaining transparency and effective negotiation strategies.
• Sales & Revenue Generation:
• Drive revenue generation by creating compelling proposals, including pricing, and converting those proposals into signed contracts.
• Lead efforts to expand Octopi’s reputation within the industry, leveraging existing clients and new business to further enhance our position as a leading co-packer.
• Participate in and attend relevant trade shows and industry events to build brand awareness and engage with potential clients.
• Leadership & Team Development:
• Provide leadership and direction to the client service team, ensuring alignment with company goals and delivering exceptional service to clients.
• Act as a member of the Operating Committee Leadership Team, contributing to the strategic direction and overall success of Octopi.
• Process & Procedure Improvement:
• Develop and implement processes and procedures to enhance the efficiency and effectiveness of client service operations.
• Continuously assess and improve client-facing processes, ensuring Octopi remains a leader in customer satisfaction within the co-packing industry.
• Adhere to all PPE and GMP requirements.
• Maintain clean, safe, and organized work environment.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Strong communication skills, both verbal and written, with the ability to effectively engage with clients, leadership, and internal teams.
• Relentless focus on customer service excellence and a deep understanding of the importance of client relationships in the co-packing business.
• Excellent negotiation skills, particularly in managing price increases and contract renewals with existing clients.
• Ability to manage multiple projects simultaneously and prioritize effectively.
• Ability to work cross-functionally with other departments, such as planning and logistics.
• Willingness to travel for industry events, trade shows, and client meetings.

Education and Experience:

• 10 years of experience in sales and client service within co-packing or related industries, with a proven track record of success in both areas.
• Experience leading a client service team and managing a diverse group of professionals.
• Strong revenue management experience, with a solid understanding of pricing strategies and negotiations.
• Experience with lead generation, business development, and expanding market presence.