Retail Solutions Manager

CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact. 

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.

• →Lead, coach, and mentor a team of Retail Account Managers, fostering a high-performance culture that drives asset recovery, supply chain efficiency, and customer satisfaction.
• →Maintain a succession plan for key roles, ensuring the development of high-potential team members and effective management of poor performance
• →Develop and execute strategic plans for the Retail Account Management team, ensuring alignment with CHEP’s broader business goals and delivering mutual value for both CHEP and its retail partners.
• →Build and maintain strong, strategic partnerships with key retail accounts, leveraging deep market insights to deliver customized solutions that add value for both parties.
• →Track and manage critical KPIs such as asset productivity, pallet recovery, and cycle time efficiency, ensuring accountability within the team to meet and exceed performance targets.
• →Collaborate with internal teams including finance, legal, supply chain, and customer service to ensure smooth operations, strategic alignment, and seamless execution of key initiatives.
• →Drive the adoption of new technologies and innovative tools that improve the Retail Account Management team’s performance, enhancing both customer satisfaction and operational efficiency.
• →Build strong, trust-based relationships across multiple levels of retail organizations, ensuring CHEP is seen as a trusted partner and advocate for its products and services.
• →Lead process improvement initiatives, ensuring the team embraces continuous learning, development, and innovation to stay competitive and deliver exceptional results.

To lead account management activities across region 2, accountable for ~50% of national volume and reporting directly to Country General Manager (CGM). Key performance areas include developing and maintaining strong senior and operational relationships with key retailers, growing and maintaining retailer advocacy for CHEP, improving asset management and productivity, reducing losses and leakage rate, the identification and delivery of revenue opportunities deriving from reuse or other retailers’ activities as well as loss compensation opportunities.

The role carries responsibility for a pool of 8 M de pallets movement.

Strategic alignment & growth: develop the strategic and tactical roadmap of Brazil’s retail strategy for region 2, focused on brilliant execution of programs and initiatives to drive the implementation of retail transformation ambitions. Deliver commercial targets for retailers operating in region 2, implementing strategies to develop and accelerate multiple revenue streams: extended cycle time, reuse, misuse, loss compensation and other retailers’ activities. Strengthen collaborative partnerships driving mutual value: advocacy, managed exchange and total pallet management solutions, transport collaboration, backhaul circuits, damage rate improvement and introduction of new platforms and solutions, such as LMS.

Asset productivity: deliver the asset productivity framework to achieve the company’s objectives and long-term ambition for through solid improvement of multiple KPIs: flow through ratio, leakage rate, cycle time decrease, retail strategy compensation, among others.

Transformation: lead key initiatives to drive the Transformation programme for Retail Solutions in Brazil enabled by our Digital capabilities (data, technology, Ultra devices, targeted diagnostics, continuous diagnostics).

Customer Experience: increase NPS and other customer experience metrics for retailers at region 2, ensuring high service level standards throughout the customer journey.

People: develop a high-performance team and key individuals who will grow lead retail account management. Work to increase engagement through improving the work experience of the team members, invest in appropriate zero harm initiatives, job training and coaching. To inspire and develop beyond their current roles and modelling the right behaviours.

Cost efficiency: ensure delivery of functional budget, working with peers to identify opportunities to improve efficiency

Relationship management: build strong multi-level relationship with retailers, from owners and senior leaders to operational workforce, targeted participation in customer and industry forums to increase CHEP’s visibility and credibility in the market.

Contribute to the overall strategic direction in Brazil and act as a role model to employees in Latin America. Work collaboratively with all employees to optimise the efficiency and effectiveness of activities. 

Business / Engineering / Commercial degree, MBA desirable

• Minimum 4 years in a commercial manager role with people leadership
• Minimum 10 years in general business experience

The individual will be able to demonstrate a successful track record of:

• Delivering outstanding results
• Delivering high standards in customer experience
• Mastering execution of projects and initiatives
• Leveraging data driven capabilities
• Solid understanding of commercial finance and investment decisions
• Dealing with business leaders in complex commercial negotiations
• Leading teams
• Capable of dealing with ambiguity

Required

Portuguese, English (business proficient)

Desirable

Spanish