Food Services Division | National Sales Team Location: South UK Region (Applicants must live within one hour of our Head Office in Basingstoke, Hampshire) Salary: Competitive + Company Car/Car Allowance + Sales Improvement Plan + Benefits
About the Role
An exciting opportunity has arisen within our Food Services division for a passionate and customer-focused Field-Based Customer Account Manager (FCAM).
As part of our Customer Retention Team, you will act as an ambassador for the Lavazza Professional brand, delivering a best-in-class customer experience while building and maintaining long-term relationships with our valued customers.
This role is focused on customer retention, account growth, and customer engagement. You will regularly visit customers across the South UK region, identifying opportunities to increase sales, improve customer satisfaction, and strengthen customer loyalty.
You will thrive in a dynamic environment where you can influence business outcomes, solve customer challenges, and contribute directly to the continued growth of Lavazza Professional.
Key Responsibilities
- Manage and develop an existing customer portfolio to maximise retention and growth.
- Deliver proactive account management through our CRM contact strategy.
- Build strong relationships with key decision-makers and influencers within customer organisations.
- Identify and prioritise vulnerable or "at-risk" accounts, implementing retention plans to minimise customer loss.
- Analyse customer performance, including purchasing trends, menu management, machine performance, financial results, and overall account health.
- Identify opportunities to increase throughput, improve customer performance, and drive Net Sales Value (NSV) growth.
- Generate opportunities through new and existing site extensions.
- Support and implement marketing and CRM campaigns in line with the annual activity plan.
- Work collaboratively across departments to resolve customer challenges and deliver commercial results.
- Support the Office Customer Account Management Team through effective customer visits where required.
- Identify self-generated referrals and new business opportunities to support Field Sales colleagues.
- Maintain accurate customer records and activity notes within the CRM system.
- Manage customer queries and complaints through to successful resolution.
- Support new product launches and business initiatives across the market.
What You'll Bring
- Full UK Driving Licence.
- Previous field-based account management experience.
- Proven track record of managing and growing customer accounts.
- Experience of B2B solution selling.
- Strong relationship-building and stakeholder management skills.
- Excellent verbal and written communication skills.
- Strong organisational and planning abilities.
- Experience using CRM systems.
- Proven ability to deliver results and achieve commercial objectives.
- Self-motivated with a proactive approach to problem-solving.
- Understanding of the contract catering and facilities sectors.
- Financial and commercial awareness.
- Strong negotiation and influencing skills.
- Ability to manage multiple priorities effectively.
- Customer-centric mindset with a passion for delivering exceptional service.
What We Offer
- Comprehensive benefits package including pension and life assurance.
- Employee discount platform and additional wellbeing benefits.
- Career development and progression opportunities.
- Ongoing training and support from an experienced leadership team.
- Company events and recognition programmes.
- A collaborative and supportive working environment.
Eligibility Requirements
Applicants must:
- Be based in the United Kingdom.
- Live within one hour of our Head Office in Basingstoke, Hampshire.
- Hold a valid right to work in the UK.
Please note that sponsorship is not available for this position.
Diversity, Equity & Inclusion
At Lavazza Professional, we believe that diverse teams create stronger businesses. We are committed to creating an inclusive recruitment process where every candidate has the opportunity to perform at their best.
If you require any adjustments during the recruitment process, including support relating to neurodiversity, a disability, or a health condition, please let us know. We will be happy to discuss how we can support you.
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Field Customer Account Manager - South UK in Basingstoke employer: Lavazza Professional UK
Lavazza Professional UK is an exceptional employer that values its employees by offering a competitive salary and a comprehensive benefits package, including a pension scheme and wellbeing initiatives. The dynamic work culture encourages personal and professional growth, with opportunities to travel across the UK while managing national accounts, making it a rewarding environment for those passionate about coffee and customer engagement.
