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Platform Sales Manager
Platform Sales Manager
Department: Sales – Platform Sales
Reporting To: Head of National, Platform & Key Accounts
About the Role
The Platform Sales Manager is responsible for the day-to-day commercial and operational management of WIDDOP & Co.’s Platform Sales channel, with accountability for delivering sales growth, profitability, and exceptional customer service across all direct despatch and dropship national account retailers.
Reporting to the Head of National, Platform & Key Accounts, this role leads the Platform Sales function, ensuring:
- Effective management of customer relationships
- Maximisation of commercial opportunities
- Maintenance of operational excellence within the department
The manager has direct line responsibility for the Platform Sales Administration Team, ensuring:
- Efficient departmental operations
- Outstanding support for customers and internal stakeholders
Collaborating across Sales, Operations, Warehouse, Customer Service, IT, Product Management, Marketing, and Finance, the Platform Sales Manager ensures the continuation of Platform Sales growth while upholding the high service standards expected by WIDDOP & Co.’s retail partners.
Key Responsibilities
Commercial Management
- Deliver the Platform Sales strategy aligned with departmental and company objectives.
- Manage daily commercial performance of direct despatch and dropship national account retailers, including:
- Achieving agreed sales, margin, and profitability targets
- Identifying growth opportunities through product range expansion, promotional activity, and seasonal trading strategies.
- Support the acquisition and implementation of new Platform Sales customers.
- Conduct regular trading reviews to identify growth opportunities and resolve commercial challenges.
- Monitor customer performance, market trends, and competitor activity.
- Work with the Head of National, Platform & Key Accounts to develop annual account plans and growth strategies.
Account Management
- Build and maintain strong, long-term relationships with key customer contacts.
- Act as the primary commercial contact for all Platform Sales customers.
- Ensure customers receive exceptional service levels.
- Oversee successful onboarding of new retailer accounts.
- Manage customer expectations regarding stock availability, service levels, and fulfilment performance.
- Resolve escalations efficiently and professionally.
- Ensure adherence to all retailer requirements and service level agreements.
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Team Leadership
- Lead, motivate, and develop the Platform Sales Administration Team.
- Align the team’s workload with departmental priorities.
- Conduct regular one-to-one meetings and performance reviews.
- Provide coaching and development opportunities to enhance team capability.
- Foster a culture of accountability, teamwork, and continuous improvement.
- Ensure adherence to departmental procedures and best practices.
Operational Management
- Oversee daily operations of the Platform Sales department.
- Ensure accurate and efficient processing of customer orders.
- Monitor order fulfilment performance and service levels.
- Collaborate with Warehouse and Logistics teams to meet customer expectations.
- Work with IT to improve system functionality, retailer integrations, and process automation.
- Manage retailer product feeds and data accuracy.
- Oversee smooth implementation of new customers, product ranges, and operational processes.
- Continuously review departmental processes to enhance efficiency and customer experience.
Reporting & Performance Management
- Produce regular sales and performance reports.
- Analyse customer sales, profitability, and product performance.
- Monitor departmental KPIs, implementing corrective actions as needed.
- Forecast sales performance and identify commercial growth opportunities.
- Provide regular updates to the Head of National, Platform & Key Accounts, including:
- Process improvements to enhance customer satisfaction.
- KPI analyses and actionable recommendations.
Key Performance Indicators (KPIs)
Commercial
- Achievement of sales targets
- Gross margin performance
- Platform Sales revenue growth
- Customer retention and account growth
- New product penetration
- Promotional performance
Operational
- Order accuracy
- Order turnaround times
- Retailer service level achievement
- Customer satisfaction scores
- Product data accuracy
- Successful implementation of new customers
Leadership
- Team performance and engagement levels
- Achievement of departmental objectives
- Continuous improvement initiatives
- Internal stakeholder feedback
Skills & Experience
Essential
- Proven experience managing national account retailers, preferably within a commercial or retail environment.
- Experience in commercial sales, account management, or customer service leadership.
- Experience leading and developing a customer service, sales support, or administration team.
- Strong commercial acumen with the ability to identify growth opportunities.
- Exceptional negotiation and relationship management skills.
- Strong organisational and project management abilities.
- Excellent communication and presentation skills.
- Advanced Microsoft Office skills, particularly Excel (data analysis, dashboards, forecasting).
- Ability to analyse sales data and produce actionable reports.
- Experience working collaboratively across multiple departments.
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Desirable
- Experience within giftware, homewares, wholesale, or FMCG sectors.
- Knowledge of direct despatch and dropship retail models.
- Familiarity with EDI, retailer integrations, and product data feeds.
- Experience using ERP, CRM, and order management systems.
- Understanding of e-commerce and online retail operations.
Personal Attributes
- Commercially focused with a customer-first mindset.
- Strong people leader who motivates and develops team members.
- Excellent communicator with exceptional interpersonal skills.
- Highly organised, with meticulous attention to detail.
- Proactive and solution-focused, able to adapt quickly in fast-paced environments.
- Resilient and adaptable, thriving under pressure.
- Strong decision-maker with the ability to prioritise effectively.
- Collaborative across all internal departments.
- Committed to continuous improvement and operational excellence.
Success Measures
The Platform Sales Manager will demonstrate success through:
- Consistent delivery of Platform Sales revenue and margin targets.
- Growth in existing retailer partnerships.
- Successful onboarding of new direct despatch customers.
- High levels of retailer satisfaction and service performance.
- Efficient, well-managed departmental operations.
- A motivated, engaged, and high-performing Platform Sales Administration Team.
- Strong cross-departmental collaboration to enhance customer experience.
- Continuous identification and implementation of process improvements driving sustainable growth.
The Platform Sales Manager plays a pivotal role in ensuring WIDDOP & Co.’s Platform Sales channel continues to grow profitably while delivering outstanding experiences for both customers and colleagues. Through strong commercial leadership, effective team management, and operational excellence, this role supports the wider National Sales function and contributes significantly to the company’s long-term success.
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