Avondale Foods is a leading food manufacturing company of Fresh and Chilled products supplying leading retail businesses including Marks & Spencer, Waitrose, Dunnes, Morrisons, Aldi & Lidl throughout the UK & Ireland.
Manage direct customer contact for day-to-day queries, forecasts, complaints and product updates while taking ownership of weekly performance summaries for all customer accounts. Support the Customer Account Manager and M&S Account Manager with joint business planning, seasonal launches and promotional activity and proactively track commercial risks such as chargebacks, shortages, OTIF and compliance issues, working cross-functionally to resolve them.
Key Responsibilities
* Attend regular customer calls with the M&S Account Manager.
* Prepare customer-ready presentations, reporting packs and meeting notes.
* Respond directly to M&S day‑to‑day queries.
* Support NPD meetings, critical paths and launch tracking with M&S teams.
* Produce reports using internal and external data sources
* Analyse data reports and trends and present findings
* Carry out store visits and complete product benchmarking and pricing surveys
* Use customer portals and data source points / manage Brandbank system
* Investigate customer issues to completion
* Visit customers and attend customer meetings in GB
* Represent Avondale Foods in customer calls and meetings and in delivering presentations
* Contribute to the development of a culture of Integrity, collaboration ‘do the right thing’ approach in all interactions.
* Ensure Food Safety compliance with company policies and regulatory requirements to remain audit-ready at all times.
KPIs for this role:
* OTIF performance for M&S
* Accuracy of weekly EPOS and forecast reporting
* Timeliness of response to customer queries
* Reduction in chargebacks / compliance issues
Essential Criteria
* Experience in FMCG customer account support, supply chain coordination, or customer service within a retailer or manufacturer.
* Strong commercial awareness — understanding of margin, profitability and supply chain metrics.
* Ability to communicate confidently with buying, supply chain and technical teams.
* Comfortable representing the business in customer calls and meetings.
* Ability to escalate risks early and manage solutions cross‑functionally
* Proficient in Microsoft Office suite
* Valid Driving Licence
Desirable Criteria
* Strong organisational skills with the ability to manage multiple priorities and deadlines
* Excellent written and verbal communication skills
* Ability to analyse data and produce reports
* Proactive problem-solving skills with a customer-focused mindset
* Confidence in working cross-functionally with sales, operations and logistics teams
* Strong attention to detail and accuracy in administrative tasks
* Ability to build and maintain strong relationships with customers and internal stakeholders
* Experience supporting projects such as product launches, promotions, or process improvements
* Adaptability and ability to work in a fast-paced environment
* Third level education in Sales / Marketing or relevant subject
* Experience in a customer facing role