Job Description

Strategic Account Support Lead – Walmart

Location: Bentonville, AR
Work Model: Remote

The Strategic Account Support Lead – Walmart is a sales enablement and execution role dedicated to supporting Highline Warren’s most complex strategic customer: Walmart. This role owns Day-2 account execution for Walmart, ensuring strong operational performance, disciplined onboarding, and consistent execution across items, orders, and programs allowing sellers to focus on revenue growth, strategic expansion, and customer development. This position supports our Naperville office but the ideal candidate will be local to Bentonville, Arkansas.

This position serves as the primary operational liaison between Sales and Walmart-facing internal teams, coordinating execution across systems, tracking performance, identifying risks, and driving resolution. The role is a strategic support role focused on improving seller productivity, Walmart execution metrics, and overall customer experience.

Key Responsibilities

Walmart Account Enablement & Sales Support

• Provide dedicated operational and execution support for the Walmart account, enabling Sales to focus on strategy, growth, and customer engagement.
• Own and maintain all Walmart customer files, including:
  • Customer and item setup documentation
  • Pricing, quotes, and commercial terms
  • Active item lists and Walmart-specific requirements
• Act as a primary operational point of contact for Walmart execution topics, in close partnership with Sales.
• Support Sales by managing execution-related inquiries, issue tracking, follow-ups, and cross-functional coordination.

Order Execution & Performance Management

• Partner with Sales Planning, Operations, Supply Chain, Transportation, Customer Service, and Pricing to troubleshoot and resolve execution issues.
• Monitor and analyze key Walmart performance metrics, including fill rate, OTIF, recovery time, and service trends.
• Proactively identify repeat issues and partner with internal teams to drive sustainable resolution.

Customer & Item Onboarding

Coordinate onboarding of new Walmart items and configurations, ensuring accurate setup across systems and internal teams.

• Manage lifecycle activities, including:
  • Item setup and configuration
  • Item maintenance and changes
  • Product launches and transitions
  • Product removals and revisions
• Ensure all Walmart item and customer setups align with agreed commercial terms, timelines, and operational expectations.

Walmart Systems, Programs & Compliance

• Serve as a power user and administrator across Walmart systems, portals, and compliance programs.

• Manage reporting, scorecards, and performance monitoring tools required to support Walmart execution.

• Ensure compliance with Walmart program requirements, timelines, documentation standards, and reporting expectations.

• Maintain Walmart.com item attributes and digital content requirements as needed.

• Support cross-border execution and reporting requirements where applicable.

Analytics, Reporting & Continuous Improvement

• Lead analytical reporting for the Walmart account, including:
  • Vendor scorecards
  • Weekly “State of the Business” reporting
  • Ad hoc performance and issue analysis
• Translate Walmart performance data into actionable insights for Sales and leadership.
• Identify opportunities to improve onboarding, execution, and account support processes.
• Contribute to the development of standard operating procedures and best practices for Walmart account execution.

Required Knowledge, Skills, and Abilities

• Strong organizational and coordination skills with the ability to manage complex, high-volume account activity.
• Proven ability to work cross-functionally and drive outcomes without direct authority.
• Strong analytical and problem-solving skills related to order execution, service performance, and retail metrics.
• Excellent written and verbal communication skills with internal teams and customer-facing stakeholders.
• High attention to detail and comfort operating in a highly structured retail environment.
• Proficiency in Microsoft Excel, Word, and PowerPoint; experience with ERP, Retail Link, and sales tools strongly preferred.

Minimum Qualifications

• Bachelor’s degree preferred; High School diploma required.
• 5+ years of experience working directly with Walmart as a customer (supplier-side experience required).
• 5+ years of experience in sales support, account coordination, retail operations, or related roles.
• Demonstrated experience supporting large national retail customers with complex item setup, onboarding, and performance reporting.
• Experience managing Walmart-specific execution metrics (e.g., OTIF, fill rate, service performance) strongly preferred.

How Success Will Be Measured

• Reduced seller administrative burden and improved Sales productivity
• Improved Walmart execution metrics (OTIF, fill rate, recovery time, issue resolution)
• Faster, more accurate Walmart item and customer onboarding
• Improved internal coordination and execution consistency
• Reduction in execution-related sales friction and lost opportunities