JOB DESCRIPTION AND OPERATIONAL STANDARDS
Account Management
Able to demonstrate a sound understanding of account base through the following: -
DAILY REVIEW OF THE FOLLOWING REPORTS
Telesales end of day report - sent to Account Managers and Sales Support by telesales to be reviewed daily and concerns highlighted and discussed with Account Managers. Account Managers having direct contact with Telesales and Sales Support on the decisions and outcome of each concern.
WEEKLY REVIEW OF THE FOLLOWING REPORTS
5 Weekly report - review on Diver weekly, awareness of business retention, raise concern with Account Manager and contact customers where there is a concern. Any contentious Accounts to be reviewed weekly with your Sales Manager.
All New Accounts to be reviewed weekly by Sales Support for the first four weeks to ensure they are ordering and no initial problems. These can be transferred over to telesales earlier if everything ok.
MONTHLY REVIEW OF THE FOLLOWING REPORTS
Lost in Month Report - (12 month rolling report, will show all categories), this will be issued after Month End. Send to Account Managers to review, then Sales Support, meet with Sales Manager to review and decide which customers need to be contacted. Sales Support to ring and understand actual reason for leaving LWC is aligned to Account Manager/ depot understanding. Once the above has been completed this is then sent up to Sue Rogan with the New account Tracker. Do not miss the deadline to Sue – send if full review not completed and continue to review post submission.
Monthly review of non-trading accounts, lists to be produced and given to Telesales to contact. Collate the returned information. (New GAP reports)
Draught Retention Report - as above (to be used as an indicator for further investigation). A 12-month report to show the BBBL amounts per month, so you can see if any customers are trading down.
Full product report - from Diver when further investigation needed for customers to retain and increase business (down traders- review of account manager area when negative, drill into product detail ) Reports to be produced on request.
Price Amendment report – send out to Account Managers for review. Tab for each Account Manager – full report to Sales Manager
Review New Account Tracker – Ensure all New Accounts are placed on Planned Outbound Calls. Track the new Accounts (by Account Manager) by spend & margin, to be reported each month to the Sales Manager
PROSPECTING
Web support leads to me monitored and tracked by Sales Support
Sales support to co-ordinate with telesales and ensure prospecting logs are up to date,
Each Account Manager to have in working progress 20 prospects, when one is successfully converted or not viable then we need another prospect to take its place. To be updated on a weekly basis.
Prospect spreadsheet must be always maintained with the following information: -
• Name of Prospect
• Appointment date
• Date of quote
• Date of 1st Order
• Date of Customer Service Call.
Plan the prospect call and research type of outlet and prepare accordingly.
When an appointment gained in one area, if possible, gain further appointments in the area, to maximise Account Managers time in area.
Prospect log must be kept, and diary any future call.
Prospect Log must be sent weekly to Sales Manager and Tracey Oates, so they can see the status of the prospects.
Retention - maintaining trading Customer numbers through Retention and Prospecting.
SALES MEETINGS
Meeting minutes
Fully prepare for team meetings with proactive contributions of the following to present:-
Prospecting – report on each Account Manager on the following:-
- lists obtained and who is engaging or not
- number of accounts forwarded monthly, appointments confirmed
- number converted to trading customers
Feedback on the lost in month report. Overview of figures and response on Account Manager information
WINE TEMPLATES
New Wine lists to be added to trinity once agreed with customers. Sales support to monitor this has happened.
TEAM WORK
To be fully prepared for key interactions with others.
To be alert and offer positive contributions at Sales Meetings.
Prepare Presentation for Sales Meeting. As per above
Running Target Customer lists from Diver for Brand Drive Days. – Telesales if Diver access
Driving Telesales team on weekly promotions (National & Depot level). - alongside Telesales
Ensuring each Telesales has a full GAP analysis at the start of each month. This can now be run from Cyber Query and each Telesales should be able to access. – where telesales manager /leader not overseeing
Detailed hand over of New Accounts to Telesales.
Pro-active engagement of virtual team
Have a good relationship with aligned individuals – Sales Managers, Account Managers, Credit Control, Stock Control, Wine Development Managers and Depot Manager and Telesales.
Receiving copy of End of Day report from Telesales.
REPORTING
Retention reports (5 weekly) need to be sent to Sales Managers on a weekly basis.
Prospect Log to be sent to Sales Manager and Tracey Oates
Prospect top line information to be sent monthly to Tracey Oates – (summary)
Utilising available reports Lost and Lapsed, Gap Analysis for monthly promotions/Category drives.
Review of Sales targets, ensuring all relevant people have the information.
Use the relevant reports to identify appropriate selling objectives.
Good working knowledge of marketing information
Be able to demonstrate understanding of where key information is held such as brand information and pricing.
Effective use of Outlook.
CATEGORY
Knowledge of Own Brands
Fully conversant with Key Category Brands: -
Wine
Spirits
Beer, Draught Keg and Cask
Cider
Water
Soft Drinks
Understand the drive brands for each category.
KEY SKILLS
Excellent Customer service skills
Use of Microsoft Excel for Spreadsheet and records
Working knowledge of Diver or similar systems
Ability to use the trinity system ad LWC drinks quote system