Field Customer Growth & Retention Manager – South UK

Lavazza Professional UK; Basingstoke; On-site; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Pension plan

Life assurance

Employee discount platform

Career development

Training and support

Job summary

Lavazza Professional UK is seeking a Field-Based Customer Account Manager to join our South UK Region. You will manage an existing customer portfolio, drive retention, growth, and engagement while visiting customers across the region to strengthen loyalty and revenue.

You will build strong relationships with decision-makers, deliver proactive account management through CRM, and identify at-risk accounts to implement retention plans. A driving licence and B2B sales experience are essential.

Qualifications

• Full UK Driving Licence.
• Proven track record of managing and growing customer accounts.
• Experience of B2B solution selling.
• Experience using CRM systems.
• Strong relationship-building and stakeholder management skills.
• Excellent verbal and written communication skills.
• Strong organisational and planning abilities.
• 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.

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.

Skills

Account management

Relationship building

Communication

Negotiation

Organization

Problem-solving

Self-motivation

Tools

CRM systems

Job description

Lavazza Professional UK is seeking a Field-Based Customer Account Manager to join our South UK Region. You will manage an existing customer portfolio, drive retention, growth, and engagement while visiting customers across the region to strengthen loyalty and revenue.

You will build strong relationships with decision-makers, deliver proactive account management through CRM, and identify at-risk accounts to implement retention plans. A driving licence and B2B sales experience are essential.