Climpson & Sons are one of the pioneers of the evolving London specialty coffee scene, supplying a growing number of cafes, restaurants and businesses across London, the UK and Europe.
Key Task:
The role of the Account Executive is to be the first point of contact to our customer base. You hold the information about each individual customer and their needs and are able to create impact, follow up and follow through.
The Account Executive is to provide systematic and in depth care and support for Climpson & Sons wholesale customers in the greater London area, that upholds the standards of excellent customer relationships and builds on these relationships to strengthen the ties between supplier and customer.
The AE should provide a regular and well maintained calendar of contact with all allocated customers that includes but is not limited to; visits, events, training (on site and in the academy), onboarding support and technical support. The AE will manage their portfolio of customers to provide an equal level of support to all customers and to ensure those customers thrive and engage with the full offering they have available to them as a wholesale partner.
The AE should act as a first port of call for their portfolio of wholesale customers and be able to answer or help triage support requests. Beyond this, the AE is expected to think creatively and proactively on ways to foster and grow new relationships and existing ones, to best support the customer and engage with them in an impactful and meaningful way. As a ‘face’ of the business having an understanding of cafe operations, running a business and having impactful communications is key to the success of this role.
Our main goal is to work with our customers to get the best out of our relationship, promote quality coffee, sustainable business and partnership.
Key Day to Day Responsibilities:
First line of support for newly onboarded customers.
Keeping regular contact with a set roster of customers using a systematic approach that means each customer is visited at a minimum of once per quarter.
Training; following up with on-site check-ins to check they are utilising newly learnt skills. Liaise with the training team to keep up to date records and keep an eye on customers needing further support.
Maintaining up to date information from customers e.g. what products they use, contact info etc on our CRM.
Instagram - generating content for the marketing team to post and use.
Identify new business opportunities among existing customers. Focus on upselling with the current customer base e.g. ancillaries, new coffees, guest filter spots. Commission will be available for any lead generation of the above.
Assisting with the full technical calendar for roster of customers - services, water filter changes, PVIs.
Build upon the wholesale database including increasing sign ups to wholesale newsletter and adding key contacts and relevant notes to CRM.
Basic maintenance (water filters and small fixes such as seals) and support/call outs for all customers.
Being available to lead training in times of need, being comfortable leading core training at the academy and on site.
Liaising with training, sales and logistics departments regularly to discuss account quality, changes to orders, new accounts etc.
Attending new equipment installations to support with set up and giving customer guidance of best practice.
Hosting at least 1 Cupping Club per quarter.
Supporting the NAM with monthly and quarterly reporting on customer success metrics.
Having an understanding of the wholesale and business strategy and goals and working to quarterly workplans with areas of focus.
Being a face in the industry, attending coffee/hospitality events.
This role is primarily mobile/field based with the majority of your time spent with our customers but you will be required to attend our Head Office in London Fields, Hackney weekly.
Key days: Full time Monday - Friday.
Your success will be measured on:
Number of account visits with actionable outcomes e.g. to upsell and increase their average spend, check in with owner/manager for how best to support them, teach team how to use their grinder to reduce callouts, increase attendance in cupping club and wholesale events and other customer success metrics.
Supporting customers proactively to improve customer retention
Supporting the commercial goals of the business
Skills & Qualifications
A true passion for working with people
Previous experience as an account executive or similar role is preferable
A minimum of two years working in a high-end speciality coffee environment
A minimum of two years in a management capacity
Enjoys travelling and meeting new people
Exceptional coffee preparation skills and coffee knowledge
You will be able to adapt to different environments and customers, and not be afraid to pick up the phone, problem solve and negotiate challenging situations.
You will have a professional attitude and be a problem solver.
An understanding of the ins and outs of running a cafe would be preferable.
Excellent communication and organisation skills
Fluent in written and spoken English
Experience with coffee equipment and troubleshooting.
Experience in public speaking or training people.
You will be required to travel outside of London occasionally
Earning & Benefits:
Working at a Bcorp business
All you can drink specialty coffee
Reduced rates on food & beverage at Climpsons Cafe and Brat.
Free weekly yoga
Opportunities to learn and develop your coffee and management skills
Staff BBQs and events
Climpson & Sons is committed to equal treatment for all. We want to create a culture and environment where every individual is treated equitably and with respect and our aim is to ensure fair and equal treatment for all.
TO apply: Please send an email with you CV and a cover letter or video outlining what is important about account management and why you would be the best person for the role.
