Manager Customer Accounts (Remote)

At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we're committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with best-in-class opportunities for your development and growth. Join us!

POSITION SUMMARY:

As the Manager of Customer Accounts in the Hotels, Travel, and Leisure segments, your primary responsibility is to develop tailored solutions that meet the needs of customers within these industries. This includes securing new national partnerships, expanding existing partnerships, overseeing regional execution, and managing budgets to achieve or surpass targets. Additionally, you will collaborate closely with National/Regional Distribution Partners and the Direct Sales team to define and execute strategies for large, national hotel, travel, and leisure opportunities. You will also be responsible for implementing commercial and marketing plans for National Accounts, ensuring the achievement of yearly objectives in terms of acquisition and growth through our dual route to market. Ultimately, your role will focus on driving profitability for National Accounts in alignment with Nespresso targets (P&L), under the guidance of the Director of Field Sales. The segments covered in this role include accommodations (hotels, cruises), transportation (airports/airlines, trains), and attractions (theme parks, concessions, entertainment venues). This is a fully remote opportunity with an anticipated 40% travel requirement nationwide.

RESPONSIBILITIES:

Sustainable Acquisition

• Develop a robust pipeline of National Account opportunities aligned with business objectives and customer strategies for sustainable acquisition
• Build comprehensive customer plans for current and potential accounts
• Understand both Direct and Indirect routes-to-market to solicit, secure, launch, and drive new business
• Balance PRO vs Classic opportunities according to specific business objectives
• Follow Nespresso US and Global Strategic Accounts, communicating regularly with the Global Strategic Account Manager and providing reporting/support/feedback as requested
• Use CRM systems to target, acquire, and develop new accounts
• Execute customer plans for potential accounts
• Negotiate commercial agreements with new accounts
• Participate, lead, and execute strategic partnership opportunities via Partnership network, RFP, RFQ, and other inquiries
• Assist in determining relevant events and trade marketing activities to drive new account acquisition
• Develop annual programs to drive volume and brand presence in line with national strategies
• Deliver net sales and profitability objectives

Partnership relations

• Develop relationships with the key account team of the national partnership network, in collaboration with Regional Partnership Managers and the National Account Manager - Partnerships team
• Execute partnerships with the national account team of all partners through business planning, creation of acquisition programs, and tailored activations and concepts based on customer needs
• Expand current partnerships by building relationships with dedicated teams from national and regional partners, in tandem with the Nespresso National Account Team

Customer Lifecycle Management

• Effectively manage existing National customers, ensuring growth and compliance with regional and national partners through collaboration with territory managers
• Build comprehensive Customer Account Plans to drive overall business and achieve profitable sales objectives
• Regularly liaise with Regional Sales Managers, Key Account Managers, and Regional Partnership Managers to develop and execute National Account plans together
• Execute account plans to ensure customer satisfaction and loyalty through training, promotions, and visibility initiatives
• Drive the execution of national account programs via national buyers and field-level management groups
• Maintain and grow the Top 10 accounts through systematic QBRs and Joint Business Planning with customers
• Leverage the CoE/Key Account Specialist team to execute volume-driving and retention programs.
• Build long-term partnerships with customers to capture new business opportunities and define tailored concepts with trade marketing
• Ensure new large deals sustain capsule volume growth
• Utilize CRM systems and national account tools to maintain and develop existing accounts

Flawless Execution of Commercial Activities

• Assist in developing and managing the Trade Marketing budget for NAs
• Align and execute HQ strategies and initiatives to support GSA efforts and drive business growth
• Collaborate effectively with B2B colleagues and all functions (e.g., trade marketing, CRM, COE, TQM, Partnerships, NAM Team, sustainability) to deliver the overall commercial plan and ensure high standards of customer relationship management

Customer/Market Knowledge and Best Practices

• Analyze the market, foresee future trends, and collaborate with the local Marketing team
• For strategic segments, understand customers and end-consumers to develop growth and expansion actions
• Monitor and report competitive activities, sharing insights with marketing
• Share know-how with the market and HQ (best practice sharing)
• Cascade information from tradeshows, events, and key account meetings to the team
• Identify areas for improvement with concrete action plans and request support/tools with a business case to strengthen the partnership

Premium Brand Values and Customer Experience

• Ensure consistency of the Nespresso Brand and the Consumer/Customer experience in the Hospitality & Travel environment
• Maintain a professional sales experience in line with the Nespresso Brand Image
• Enhance Brand Equity and visibility through the Nespresso Experience, brand exposure, and product trials
• Act as an ambassador for all Nespresso sustainability programs, promoting awareness and implementation of recycling and sustainability initiatives in the customer environment

Compliance    

• Adhere to all Company principles and policies, including Nestlé trade policy, local Sales policy, Trade Terms, Safety, and legal regulations
• Manage all commercial B2B activities according to Nestlé and Nespresso business principles
• Communicate and implement company policies, procedures, and business ethics codes within the team
• Execute international commercial guidelines (e.g., Sales and Trade Terms, Segment & Strategic Segments guidelines)
• Coordinate with accounting to secure accurate customer payments
• Manage all business aspects, including budgets, T&E, and strategic partnerships
• Accurately forecast capsule consumption and machine purchases for the market

REQUIREMENTS:

• High School Diploma or GED required; Bachelor's Degree strongly preferred
• Experience in Commercial, Sales, or equivalent preferred
• 5+ years of National Account experience with a proven track record of success in the Hospitality channel, including C-level exposure and negotiation experience
• 3+ years of experience working with national distribution partners and/or GPO partnerships {preferred}
• Proficient in Microsoft Word, PowerPoint, and Excel

SKILLS:

• Strong analytical skills with experience using internal and external data sources
• Lead and execute strategic partnership opportunities (Partnership network, RFP, RFQ, and other inquiries)
• Experience in strategic planning, execution, and change management
• Skilled in facilitating customer and group meetings
• Organized, reliable, and resourceful with a solid understanding of sales processes
• Ability to work independently, multitask, and prioritize under pressure and within tight budget constraints
• Excellent written, verbal communication, and interpersonal skills
• Capable of motivating teams to produce quality materials within tight timeframes while managing multiple projects

The approximate pay range for this position is $125,000- $145,000 base. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills, and abilities as well as geographic location.

Nestle offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits.  Incentives and/or benefits packages may vary depending on the position. Learn more at:

About Us | Nestlé Careers (nestlejobs.com)

Requisition ID#331372 

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

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