Lavazza Professional UK
Coffee to Go National Customer Account Manager
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An exciting opportunity has arisen to join our Coffee to Go division.
Why join us?
- Competitive salary with a sales improvement plan of £7k available per annum
- Amazing benefits - pension, discounts, well being package plus many more.
- Company car or car allowance
- Your Location? This role is a National position so extensive travel across the UK will be required. Customers will be located from Cornwall to Scotland. The successful candidate will be required to stayover night occasionally to be able to cover all sites.
The Role:
As Customer Account Manager (National Accounts) for the Coffee to Go channel, you will support the delivery of Lavazza Professional’s growth ambitions across national convenience, forecourt and out-of-home customers in the UK.
Reporting to the Sales Director and working closely with the National Account Manager, this role is focused on the day-to-day execution, management performance tracking and customer support required to manage and grow national C2G accounts.
You will be operating within an often rapidly changing environment whilst offering the Best-in-Class Customer Experience.
Your role is to drive retention and growth by developing strong relationships with the LPRO National C2G customers. The successful candidate will manage regular customer communication and reporting, review and prepare account performance data, track actions, identify insights and make recommendations to support improved account performance.
This is a customer-facing role, requiring strong capability to interpret data, attention to detail, confidence in customer engagement and the ability to work cross-functionally with internal teams to ensure customer actions or escalations are progressed at pace.
This role provides a structured opportunity to further develop commercial National Account Management capability within Lavazza Professional’s newest and most ambitious channel.
Responsibilities Include
- 100% Existing account management, retention and growth.
- Responsibility for the retention of existing business base within C2G National Accounts.
- Act as the first port of call for day-to-day customer contact, managing queries, requests and actions professionally.
- Provide the day-to-day management and execution of multiple national C2G accounts, ensuring customer actions, internal follow-ups and agreed priorities are progressed at pace.
- Increase growth by analysing the customer account: understanding buying patterns, menu management, machine repeats, CSV performance, financial performance, etc. Implement required changes to Improve throughput and retention.
- Driving Customer Engagement through successful relationship building with Decision Makers & Key Influencers, and effective networking to further build relationships and enable retention and growth.
- Identify early and manage as a priority vulnerable and ‘At-Risk’ customers and accounts to retain or minimise loss, particularly those at risk to competitors.
- Respond to and deliver the marketing/CRM campaign activities as per the Marketing Activity Plan.
- Providing support to the C2G NAM by preparing account reports and conducting joint customer visits when required.
- Utilise knowledge & experience of CSTs to understand full customer lifecycle and to maximise networking opportunities on the site.
- Attend regular customer account meetings alongside the National Account Manager, preparing updates, presenting data, capturing actions and ensuring timely follow-up.
- Work cross-functionally with marketing, finance, customer service, technical, procurement and operations to progress customer actions and support account delivery.
- Support the C2G mobilization team with any new national C2G roll outs as required.
- Maintain customer-facing reports, account trackers, action logs, dashboards, Salesforce updates and internal review documents to a high standard.
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Relationship building will be extremely important. Relationships with both clients and internal stakeholders, including the coffee to go team, Sales Director, Marketing, Finance, Technical.
Skills needed include
- Experience within convenience, forecourt, national retail or a customer-facing sales/account support environment, with the ability to build credible day-to-day relationships with customer contacts and internal stakeholders.
- Good commercial awareness with the ability to identify account growth opportunities, support customer follow-up and provide insight that help retain and progress opportunities within existing C2G national accounts.
- Strong time management and workload planning skills.
- Ability to work under in a challenging and changing environment.
- Ability to support national account management activity, including preparation for account reviews, customer reporting, action tracking, stakeholder updates and insight-led recommendations to support account growth.
- Strong internal coordination skills, with the ability to work cross-functionally across sales, marketing, finance, operations, customer service, technical and procurement to progress account actions, support customer requirements and improve C2G account execution.
- Results driven through actions and accountability.
- Ability to build credible day-to-day relationships with customer contacts and to ensure correct stakeholder mapping, customer communication and follow-up across selected C2G national accounts.
- Strong negotiating skills underpinned through integrity and trust.
- Good commercial awareness, with the ability to understand customer requirements, account performance, profitability, brand standards and operational considerations, providing data and insight to support decision-making.
- Customer focused, with the ability to use diplomacy, tact and professionalism when managing day-to-day customer contact, queries, actions and internal follow-up, escalating appropriately where required.
- Ability to work independently and cross-functionally to deliver personal, team and channel objectives, maintaining strong alignment with internal stakeholders and ensuring account actions are progressed effectively.
- Strong verbal and written communication skills, with the ability to provide clear, professional and accurate updates to customers and internal stakeholders.
- Commercial confidence, with the ability to support customer discussions, understand commercial priorities and escalate internally where appropriate.
- Able to provide timely, accurate and high-quality account performance updates, data insights and clear action recommendations to customers and internal stakeholders.
- Strong presentation and reporting skills.
- Strong numerical, Excel and analytical skills, with the ability to interpret sales, volume, margin, revenue, service and technical KPI data to identify trends, risks, opportunities and recommended actions.
- At least an intermediate understanding of bean-to-cup coffee solutions, with the curiosity and commitment to develop stronger product, category and technical knowledge to support credible customer conversations and account execution.
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Competencies
- Demonstrates strong account management capability within Coffee To Go, convenience and forecourt sectors, with the ability to manage day-to-day customer engagement, support national account execution, track performance and identify growth opportunities.
- Maintains awareness of market trends, competitor activity, customer developments and emerging opportunities across the convenience, forecourt and out-of-home sectors, sharing relevant insight with internal stakeholders.
- Able to understand customer requirements or see opportunities to improve account shape through day-to-day customer engagement, structured questioning and account data analysis.
- Maintains high standards of organisation, administration, time management, personal presentation and professional conduct when representing Lavazza internally and externally, ensuring customer actions, reporting and follow-up are managed accurately and on time.
- Good business and commercial awareness, with the ability to understand account performance, revenue, profitability, customer value and operational considerations.
- Demonstrates strong attention to detail, planning, self-discipline and tenacity, with the ability to manage multiple actions and internal priorities at pace.
- Able to problem solve, investigate issues and recommend practical actions to resolve customer, operational or internal challenges.
- Acts as a credible ambassador for the Lavazza On The Move brand, representing the proposition with professionalism, energy and knowledge of its commercial, operational and consumer benefits.
Application Requirements
All applicants must be located within the UK due to the interview process. Background checks will be completed and will include a DBS check.
Pay:
£41,000.00-£43,000.00 per year plus £7k sales improvement plan
Benefits:
- Company car
- Company events
- Company pension
- Employee discount
- Health & wellbeing programme
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay
- Work from home
Work Location:
Remote
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