Field Based Customer Account Manager - Scotland

Who are we?

Lavazza Professional is the Business-to-business (B2B) arm of Lavazza Group; as a brand we have grown over the last 120 years from a small Italian artisanal company to an industrial giant. We remain family owned and our passion for quality coffee is coupled with a spirit of entrepreneurship, defined by innovation and a sense of responsibility.

At Lavazza Professional, our goal is to fuel workplace productivity and wellness. We bring high performance vending technologies to offices and factory floors across the UK, partnering with some of the nation’s best loved drinks brands.

As a company, we are proud to announce our “Roadmap to Zero”, our aim is to completely neutralise the Group’s carbon footprint by the end of 2030. With an investment of about €50million in the 2020-2023 period, you can be proud to join a company dedicated to sustainability, innovation, and employee development.

About The Role -

The Field based Customer Account Manager (FCAM) is part of the Local Sales team providing dynamic customer account management to retain, develop and grow business and win new business from a portfolio of Key direct clients. You will be operating within an often rapidly changing environment whilst offering the Best-in-Class Customer Experience. Your role is to drive retention, growth and win new business by developing strong relationships with your customers within Scotland. Applicants must live within the area due to needing a strong understanding of the local areas. The area to be covered stretches from Glasgow in the west to Edinburgh in the east. The region varies greatly, from the cities of Glasgow, Edinburgh and the ancient capital, Dunfermline, to the rural areas of the South Region.

• Responsibility for the retention of existing business base within the direct base in the Midlands and North.
• Identify and execute on additional opportunities within your base for the placement of new business.
• 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 new business wins.
• 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 internal Office CAM sales team by conducting effective business need customer visits when required.
• Utilise knowledge & experience of CSTs to understand full customer lifecycle and to maximise networking opportunities on the site.

You will need to be able to -

Work collaboratively with internal stakeholders

Submit accurate quotes and orders for internal teams to process.

Be aware of local activity within the area anbd feedback information to the marketing team.

Update internal departments and customers on deliveries.

React quickly to customer enquiries and new leads that are presented.

Skills Required -

A passion for delivering customer excellence combined with desire to win new business from existing customers

Results driven through actions and accountability

Strong time management and workload planning skills

Ability to work under in a challenging and changing environment

Strong negotiating skills underpinned through integrity and trust

The ability to work alone as well as in a team to achieve common and personal goals and targets. A proven ability to make good decisions to drive growth and profitability.

Competencies Needed -

Inventive. Ability to build relationships with customers to create profitable and sustainable business solutions and partnerships

Authentic. Possess and/or develop expert understanding of the Vending and OCS sector and knowledge around financial models

Passion for excellence. Customer focused, with a command of the use of diplomacy and tact. This should be supported with excellent written, verbal and ‘face to face’ communication and presentation skills.

Responsible. Ability to retain and develop accounts as well as looking for profitable and deliverable opportunities and then create execution plan to achieve

If you are the successful candidate during the selection process, an offer of employment will be subject to satisfactory pre-employment screening. This will include a Basic DBS check.

Please refer to the Background Screening Policy for further information which is available upon request.

Please only apply if you based within the UK due to the nature of the recruitment process.

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