Customer Account Manager (HORECA/Travel/Leisure - Remote Opportunity)

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:

The Customer Account Manager (HORECA/Travel & Leisure) will be responsible for developing solutions that align with customer needs across these segments, including securing new national partnerships, expanding current partnerships, driving regional execution, and managing budgets to deliver results that meet or exceed targets. This role will also ensure the definition and execution of National Account strategies for large, national hotel, restaurant, cafe, travel and leisure opportunities in close partnership with the Direct Sales team and National/Regional Distribution Partners as required. The Customer Account Manager will also set up and implement National Account commercial & marketing plans to achieve yearly objectives (acquisition & growth). The role will ensure profitability of National Accounts according to Nespresso USA targets (P&L) under guidance of Director of Field Sales.

This role may also be responsible for managing and securing new and existing National Accounts in the Office and Luxury Retail segments. Activities include maintaining and growing a specific set of current Nespresso accounts in these segments. This is a remote-based opportunity, however, expected business travel for this role will be up to 60% based on the needs of the team and the business.

Responsibilities:

Sustainable Action

• Develop a robust pipeline of National Account opportunities that are aligned with business objectives and customer strategies to ensure sustainable national account acquisition.
• Build complete customer plans for both current and potential accounts that are aligned with business objectives and customer strategies.
• Understand both Direct and Indirect (through partnership) routes-to-market, and can thus solicit, secure, launch, and drive new business successfully.
• Use of CRM system to target, acquire and develop new Accounts.
• Execute customer plans for potential Accounts.
• Negotiate commercial agreement with new Accounts.
• Participate, lead and execute strategic partnership opportunities via RFP, RFQ and other strategic inquiries.
• Assist in determining relevant events and other trade marketing activities which drive new account acquisition.
• Develop annual programs that will drive volume and brand presence in line with national strategies.
• Delivery of net sales and profitability objectives.
  
  

Customer Lifecycle Management

• Effectively manage existing National customers, ensuring growth & compliance with regional and national partners via collaboration with territory managers.
• Build complete Customer Account Plans to drive the overall business and achieve profitable sales objectives.
• Liaise regularly with Regional Sales Managers to ensure development and execution of National Account plans together.
• Execute Accounts plans to ensure customer satisfaction and loyalty (training, promotions, visibility, etc.).
• Drive execution of national account programs through national buyers and field level management group.
• Maintain and grow the Top 10 accounts through the systematic QBRs and Joint Business Planning customers.
• Leverage the Inside Sales, Customer Contact Center and Key Account Specialist teams to execute volume driving and retention programs.
• Build long-term partnerships with customers to capture new business opportunities and define tailored concepts together with trade marketing.
• Ensure new large deals sustain capsule volume growth.
• Use of CRM system and national account tools to maintain and develop existing Accounts.
  
  

Flawless Execution of Commercial Activities

• Assist with development and management of Trade Marketing and PFME budgets which pertain to National Account Strategic Partnerships.
• Align and execute HQ strategies and initiatives as needed to support GSA efforts, and to properly grow/drive focus business.
• Collaborate effectively with B2B colleagues and all functions (i.e. trade marketing, CRM, COE, TQM, sustainability, etc.) to deliver overall commercial plan and guarantee high standards of customer relationship management.
  
  

Customer and Market Knowledge and Best Practices

• Analyze and know the market, its developments and foresee future trends in collaboration with the local Marketing team.
• For strategic segments, understand customers and end-consumers in order to develop actions that enable growth and expansion.
• Monitor and report all competitive activities and share it with marketing and share know-how with the market and to HQ. (Best practice sharing).
• Cascade information collected during tradeshows, events and key account meetings to the team.
• Challenge areas of improvement supported by concrete action plans (best practices implementation); requests support/tools with a business case to ring the partnership.
  
  

Premium Brand Values and Customer Experience

• Ensure consistency of the Nespresso Brand and the Consumer/Customer experience in the HORECA environment.
• Ensure a professional sales experience in accordance with the Nespresso Brand Image.
• Optimize Brand Equity and visibility through the Nespresso Experience, brand exposure and product trials.
• Be an ambassador of all Nespresso sustainability programs and ensure awareness and implementation of recycling and sustainability initiatives in customer environment.
  
  

Compliance

• Adherence to all Company principles and policies including Nestlé trade policy, local Sales policy, local Trade Terms, Safety and legal regulations.
• Ensure that all commercial B2B activities are managed according to Nestlé and Nespresso business principles.
• Ensure that all company policies, procedures and business ethics codes are communicated and implemented within the team.
• Execute international commercial guidelines (e.g. Sales and Trade Terms, Segment & Strategic Segments guidelines, etc.).
• Coordinate with accounting to secure accurate payment from customers.
• Manage all aspects of business including but not limited to budgets, T&E, and strategic partnerships.
• Accurately forecast capsule consumption and machine purchases for market.
  
  

Requirements:

• High School Diploma or GED Required; Bachelor’s degree preferred.
• 5+ years of Sales Account Management experience with a prven track record of success, in the Hospitality channel with C-level exposure and negotiation experience required.
• 3+ years of experience working with National Distribution Partners a plus.
• Demonstrated fluency in MS Office (Word/Excel/Outlook/PowerPoint) required.
• Must have excellent communication (oral and written), presentation, articulation and stakeholder management skills (including the ability to develop and maintain strong, cross-functional relationships).
• Ability to participate in, lead and execute strategic partnership opportunities via a partnership network, RFPs/RFQs and other strategic inquiries.
• Must have experience with strategic planning, negotiating and dealing with change management and facilitating customer/group meetings.
• Must be organized and able to manage multiple priorities and projects at a given time (agile).
• Demonstrated understanding of joint business planning (QBRs and short/long-term plans) required.
• Willing and able to work under pressure to meet tight deadlines with minimal supervision.
• Must be analytical and able to manage internal and external data sources.
• Experience utilizing AI within driven processes is desired.
• Willing and able to travel up to 60% based on the needs of the team and the business.
  
  

The approximate pay range for this position is $120,000 to $145,000. 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 a company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at: About Us | Nestlé Careers (nestlejobs.com)

Requisition ID:

368386

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.

Nestlé Nespresso USA is an equal employment opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at [email protected] or please dial 711 and provide this number to the operator: 1-800-321-6467.

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Job Requisition: 368386

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