Job Description
Overview:
The Role and Team
We are looking for a Customer Retention Manager internally designated Client Development Manager (CDM) as a key link between our customers and apetito. Customers see their CDM as the face of apetito - they are an instrumental part of the success of apetito partnerships
A successful CDM will be a real self-starter, who can develop long-term partnerships with customers and achieve commercial targets including high levels of customer retention.
Our CDMs manage their own customers whilst having a team of apetito colleagues to back them up. This is an important role and gives us a real point of difference in the market.
The Care Homes Team are:
Dedicated experts in the provision of food for older people
We are genuine partners to Care Homes and their teams
We are proud to create food that is enjoyed and sharedOur Care Homes team have a very forward thinking culture that will really help us to accelerate growth over the next 5 years. We have a mix of experienced managers, food professionals and graduates who are positive and passionate about what we do. We make a real difference.
For further information on the CDM role please view the link below:
Please note this is a home based role covering all Yorkshire Regions & Lincolnshire (and other M62 corridor & Northern England areas as cover is required)
Who We Are
apetito is the UK's leading supplier of food to the health and social care sectors. Servicing over 400 hospitals, 600 care homes and thousands more through our work with Local Authorities, we produce delicious, nutritious and sustainable meals for people at home or in care. Through our food we look to 'make a real difference' to all our customers, up and down the country.
Our Values
Established in 1958, as a family-owned business, our values sit at the very heart of what we do. We are proud to be a business that 'makes a real difference', committed to producing 'great food to be proud of'. We have developed a range of products designed to 'enhance health and well-being' for all our customers. We are proud supporters of British food and farming and focus on using the best 'ethical and sustainably' sourced produce.
We are driven by a 'passion for service', dedicated to feeding some of the UK's most vulnerable people, offering healthy and delicious meals to customers across the UK.
Responsibilities:
Retention
Retention is the key challenge of the CDM role. The targets set are to achieve 95% Account & Value retention on existing accounts.
Mobilisations
A key element of this role is to ensure that we mobilise our service excellently. This will involve introducing our system, training staff and leaving them appropriately skilled to continue the service.
Business Development
To work closely with KAM's to develop group opportunities for further business development. apetito target Groups as opposed to Independents and the development of on-going business is often as a direct result of a successful mobilisation.
Relationships
External relationships are obviously key to the success of this role, but CDM's are required to work closely with other divisions, to include Marketing, CS&D and Product development, Healthcare, LA and WFF.
The CDM would typically manage a portfolio of around 40 customers with a key focus on budget control, delivering training needs, product presentations and dispute resolution.
The role will also be expected to promote apetito throughout the Care Homes marketplace through extensive networking.
Qualifications:
Essential:
Proven experience of achieving and exceeding targets from an Account Management perspective.
Training experience.
Consultative, Solutions-led Sales experience, not hard product sell.
Strong Commercial experience - be able to justify a business-case.
Objections handling focused around financial issues.
Good O Levels / GCSEs to support a high standard of business communication skills and numerical analysis.
Covid Double Vaccinated (or appropriate exemption)
Desirable:
Catering experience
Experience of food/nutritional/technical standards
Experience of the Care sector
Customer Service experience
Good A Levels/Degree
Advanced Food Hygiene Training
Intermediate Food hygiene qualification
Personal Qualities:
We are looking for a self-motivated individual with proven organisational and training skills. Whilst a significant amount of their time will involve working alone they must be a team player who is happy to work within the team to meet joint objectives. The candidate will need to be able to work with and most crucially influence people at all levels within the Care Homes sector.
Passion - Must display a passion for this role
Gravitas- Credibility with Group Owners/Management Boards
Empathy with the customer - able to deliver through others
Constantly challenges existing practices; strives for excellence
Resilient & determined; persistent in pursuit of achievement
Likeability - People buy from people
Excellent influencing, listening and communication skills
Approachable & presentable
Extremely attentive
Logical and analytical, but with a results focus
Prepared to work flexible hours
Able to stay away overnight as needed. Typically no more than 1/night per week
Role will include a significant amount of regional travel depending on location.
Clean or virtually clean driving license essential.
Lives or willing to relocate within reasonable distance of work location
As this role involves working with elderly and vulnerable customers, it is exempt from The Rehabilitation of Offenders Act 1974 and requires an Standard DBS Disclosure.
The amendments to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (2013 and 2020) provides that when applying for certain jobs and activities, certain convictions and cautions are considered 'protected'. This means that they do not need to be disclosed to employers, and if they are disclosed, employers cannot take them into account.
Guidance about whether a conviction or caution should be disclosed can be found on the Ministry of Justice website.
The Role and Team
We are looking for a Customer Retention Manager internally designated Client Development Manager (CDM) as a key link between our customers and apetito. Customers see their CDM as the face of apetito - they are an instrumental part of the success of apetito partnerships
A successful CDM will be a real self-starter, who can develop long-term partnerships with customers and achieve commercial targets including high levels of customer retention.
Our CDMs manage their own customers whilst having a team of apetito colleagues to back them up. This is an important role and gives us a real point of difference in the market.
The Care Homes Team are:
Dedicated experts in the provision of food for older people
We are genuine partners to Care Homes and their teams
We are proud to create food that is enjoyed and sharedOur Care Homes team have a very forward thinking culture that will really help us to accelerate growth over the next 5 years. We have a mix of experienced managers, food professionals and graduates who are positive and passionate about what we do. We make a real difference.
For further information on the CDM role please view the link below:
Please note this is a home based role covering all Yorkshire Regions & Lincolnshire (and other M62 corridor & Northern England areas as cover is required)
Who We Are
apetito is the UK's leading supplier of food to the health and social care sectors. Servicing over 400 hospitals, 600 care homes and thousands more through our work with Local Authorities, we produce delicious, nutritious and sustainable meals for people at home or in care. Through our food we look to 'make a real difference' to all our customers, up and down the country.
Our Values
Established in 1958, as a family-owned business, our values sit at the very heart of what we do. We are proud to be a business that 'makes a real difference', committed to producing 'great food to be proud of'. We have developed a range of products designed to 'enhance health and well-being' for all our customers. We are proud supporters of British food and farming and focus on using the best 'ethical and sustainably' sourced produce.
We are driven by a 'passion for service', dedicated to feeding some of the UK's most vulnerable people, offering healthy and delicious meals to customers across the UK.
Responsibilities:
Retention
Retention is the key challenge of the CDM role. The targets set are to achieve 95% Account & Value retention on existing accounts.
Mobilisations
A key element of this role is to ensure that we mobilise our service excellently. This will involve introducing our system, training staff and leaving them appropriately skilled to continue the service.
Business Development
To work closely with KAM's to develop group opportunities for further business development. apetito target Groups as opposed to Independents and the development of on-going business is often as a direct result of a successful mobilisation.
Relationships
External relationships are obviously key to the success of this role, but CDM's are required to work closely with other divisions, to include Marketing, CS&D and Product development, Healthcare, LA and WFF.
The CDM would typically manage a portfolio of around 40 customers with a key focus on budget control, delivering training needs, product presentations and dispute resolution.
The role will also be expected to promote apetito throughout the Care Homes marketplace through extensive networking.
Qualifications:
Essential:
Proven experience of achieving and exceeding targets from an Account Management perspective.
Training experience.
Consultative, Solutions-led Sales experience, not hard product sell.
Strong Commercial experience - be able to justify a business-case.
Objections handling focused around financial issues.
Good O Levels / GCSEs to support a high standard of business communication skills and numerical analysis.
Covid Double Vaccinated (or appropriate exemption)
Desirable:
Catering experience
Experience of food/nutritional/technical standards
Experience of the Care sector
Customer Service experience
Good A Levels/Degree
Advanced Food Hygiene Training
Intermediate Food hygiene qualification
Personal Qualities:
We are looking for a self-motivated individual with proven organisational and training skills. Whilst a significant amount of their time will involve working alone they must be a team player who is happy to work within the team to meet joint objectives. The candidate will need to be able to work with and most crucially influence people at all levels within the Care Homes sector.
Passion - Must display a passion for this role
Gravitas- Credibility with Group Owners/Management Boards
Empathy with the customer - able to deliver through others
Constantly challenges existing practices; strives for excellence
Resilient & determined; persistent in pursuit of achievement
Likeability - People buy from people
Excellent influencing, listening and communication skills
Approachable & presentable
Extremely attentive
Logical and analytical, but with a results focus
Prepared to work flexible hours
Able to stay away overnight as needed. Typically no more than 1/night per week
Role will include a significant amount of regional travel depending on location.
Clean or virtually clean driving license essential.
Lives or willing to relocate within reasonable distance of work location
As this role involves working with elderly and vulnerable customers, it is exempt from The Rehabilitation of Offenders Act 1974 and requires an Standard DBS Disclosure.
The amendments to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (2013 and 2020) provides that when applying for certain jobs and activities, certain convictions and cautions are considered 'protected'. This means that they do not need to be disclosed to employers, and if they are disclosed, employers cannot take them into account.
Guidance about whether a conviction or caution should be disclosed can be found on the Ministry of Justice website.
About apetito