National Account Manager - Coffee to Go Division

About the Role

Join the Coffee to Go division as a National Account Manager, supporting Lavazza Professional UK's growth across major convenience, forecourt, and out-of-home customers throughout the UK. This role demands extensive travel nationwide, occasionally requiring overnight stays to cover locations from Cornwall to Scotland.

Reporting to the Sales Director and collaborating closely with the National Account Manager, you will lead day-to-day account management, track performance metrics, provide customer support, and drive best-in-class experiences in a dynamic and evolving environment.

Primary Responsibilities

• Manage, retain, and grow existing national Coffee to Go accounts.
• Serve as the main contact for daily customer communication, handling queries and requests professionally.
• Execute account management tasks including following up internal actions and priorities swiftly.
• Analyze accounts regarding purchasing habits, menu management, machine usage, and financial results to implement improvements enhancing throughput and retention.
• Build and maintain strong relationships with decision-makers and key influencers to foster customer engagement.
• Identify and proactively manage at-risk customers to prevent loss to competitors.
• Support marketing and CRM campaign initiatives aligned with the Marketing Activity Plan.
• Assist the National Account Manager with report preparation and joint customer visits.
• Leverage understanding of the full customer lifecycle to maximize networking and sales opportunities.
• Attend account meetings, prepare presentations, track actions, and ensure timely follow-up.
• Collaborate cross-functionally with marketing, finance, customer service, technical, procurement, and operations teams to deliver on account needs.
• Support new national Coffee to Go rollouts as part of the mobilization team.
• Maintain high-quality customer reports, dashboards, action logs, and Salesforce updates.

Candidate Profile and Skills

• Experience in convenience, forecourt, national retail, or customer-facing sales/account support roles with the ability to build credible relationships.
• Strong commercial insight to identify growth opportunities and provide actionable account insights.
• Effective time management and adaptability in a fast-paced, changing environment.
• Excellent skills in preparing account reviews, customer reporting, action tracking, and stakeholder communication.
• Ability to coordinate across multiple internal departments to ensure account progression.
• Results-driven approach with accountability and strong negotiation abilities rooted in trust and integrity.
• Customer-focused with diplomacy, tact, and professionalism in all interactions.
• Strong verbal and written communications for clear and accurate updates.
• High competence in numerical analysis, Excel, and interpreting sales and KPI data to provide recommendations.
• Intermediate knowledge of bean-to-cup coffee products, with eagerness to learn more for enhanced customer engagement.

Additional Information and Terms

• National coverage with frequent travel and occasional overnight stays required.
• Applicants must reside in the UK due to interview and background check requirements, including DBS checks.
• Competitive annual salary range of £41,000 to £43,000 plus a £7,000 sales improvement incentive.
• Benefits include: company car or allowance, company events, pension scheme, employee discounts, health and wellbeing programs, life insurance, private medical insurance, referral programs, sick pay, and remote working flexibility.