Director, Key Customer Management, Digital Commerce - Social Digital Commerce

Job Description Summary:

Manager: Senior Director, Digital Commerce
Role Type: Individual Contributor
Language: Fluent English & Mandarin
Relocation Provided: limited relocation available (domestic location).

Please note: This role is not a fully remote position. The selected candidate will need to be based in Shanghai and follow our hybrid work setup.

Job Summary

As Director, Key Customer Management, Digital Commerce – Social Digital Commerce, you will lead the end‑to‑end management and growth of Coca‑Cola’s key digital commerce customers, acting as the business owner for a portfolio of strategic partners (e.g. Social Digital Commerce: Douyin/KO estore/PDD. The portfolio may evolve in response to changing business priorities and market conditions.) This role is accountable for managed accounts’ P&L and overall business results delivery, shaping specific customer strategies, driving joint business planning and delivering sustainable top-line and profit growth through disciplined execution and strong cross‑functional collaboration.

Working closely with internal stakeholders, you will orchestra the system to ensure customer priorities are met while delivering company growth objectives. Beyond day‑to‑day account management, this role also roots in building long‑term, value‑creating partnerships with customers, strengthening senior‑level relationships, and continuously improving execution quality, operational effectiveness, and mutual growth outcomes for the channel.

What You’ll Do for Us

• Lead the end‑to‑end management and business results delivery of assigned key digital commerce customers, developing and managing short-to-long-term customer plans that drive sustainable growth across volume, revenue, and execution outcomes, etc.  
• Lead Joint Business Planning and strategic customer reviews, translating channel priorities and customer agendas into clear annual objectives, growth initiatives, and performance targets.
• Build and sustain trusted and strategic customer partnerships, leading regular strategic dialogues, T2Ts, addressing complex issues constructively, and strengthening long‑term trust and mutual commitment.
• Govern customer execution and performance outcomes, setting clear execution priorities, monitoring delivery against plans, and driving corrective actions with customers and internal teams where gaps arise.
• Manage customer investment planning and financial discipline, including but not limited to business case development, investment prioritization, ROI tracking, and post‑evaluation to ensure effective and accountable use of resources.
• Orchestrate cross‑functional alignment across RGMX, RTM, Marketing, Supply Chain, Finance, Franchise Operations, and bottlers, ensuring customer plans are supported and executed through the system.
• Perform other job‑related duties as assigned, in response to evolving business needs and market dynamics.

Requirements & Qualifications

• Bachelor’s degree or above in Business Administration, Marketing, Finance, Economics, or related field.
• 10+ years of relevant experience in FMCG or similarly complex organizations. With a strong track record in key account management, customer management, or customer development roles supporting digital commerce customers(preferably).
• Demonstrated experience owning end‑to‑end customer performance, including customer strategy, JBP, execution governance, and delivery of agreed volume, revenue, and operational outcomes, etc.
• Ability to build and sustain trusted, senior‑level customer relationships, and lead complex, multi‑topic commercial negotiations.
• Demonstrated ability to operate effectively in matrixed environments, influencing cross functional stakeholders and aligning internal teams behind customer strategies without direct authority.
• Strong commercial and financial acumen, with hands‑on experience in customer investment planning, business case development, ROI tracking, and post‑investment review.
• Clear, confident, strategic communicator with the ability to translate complex topics into structured, pragmatic, agile discussions with both internal stakeholders and senior customer counterparts.
• Fluent in English and Mandarin, with the ability to engage senior stakeholders across functions in a fast‑paced environment.

Skills:

Channels Strategy, Conversion Rate, Customer Insights, Demand Generation, Influencing, Key Customer Management, Key Performance Indicators (KPI), Leadership, Marketing Insights, Marketing Strategies, Market Segmentation, Sales Channel Development, Strategy Development

Location(s):

China

City/Cities:

Shanghai

Travel Required:

26% - 50%

Relocation Provided:

No

Job Posting End Date:

May 30, 2026

Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.