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