Customer Experience Account Manager
Introduction to company:
Kegstar are a fast growing business with a passion for the beer industry and thrive on staying ahead of the game and anticipating their customers’ needs. At face value the business is pretty simple…we rent kegs…but when you look beyond the surface, you will see the complexity and discipline required to achieve a seamless and sustainable process.
Kegstar is passionate about enabling our customers to focus on making the best product possible by removing their capital strain and logistics hassle of managing a keg fleet.
About the business:
Kegstar is an innovative global asset pooling start up that specialises in supplying rental stainless steel kegs to the beverage industry underpinned smart enabled technology and a unique service offering. Founded as recently as 2012 by Adam Trippe-Smith, the business has grown from a fleet of 880 kegs and a small serviced office in Sydney Australia to operations in New Zealand, UK & Ireland and the USA with a keg and cask fleet of over 400,000. In December 2015, Brambles, a leading asset pooling and supply-chain logistics company operating in more than 60 countries, acquired Kegstar with the intent to make Kegstar a global business.
Kegstar Ltd, based in London and initially targeting the booming UK & Ireland beer scene, was started by Christian Barden and a fantastic small dedicated team in early 2016. The business is growing fast, with more than 400 customers welcoming a new keg solution in the UK&I, 50,000 kegs rented per month and expansion into Europe. Kegstar is proud to be working with some significant players in the craft beer sector as part of its valued customer base, names such as Beavertown, Gipsy Hill, Northern Monk, Magic Rock, Seven Brothers, Loch Lomond, Brewdog and Brewgooder. Kegstar Ltd now has great business and brand momentum with an established fun team of 11 and many great third party providers to help them succeed.
Kegstar believe its entire customer experience (CX) starts from within and is dedicated to helping more great beverages be enjoyed by more happy drinkers and that starts with recruiting good people.
We have included our values and customer strategy below:
Our Values – The Hats We ALL Wear
Get s#*t done
Don’t f*ck with the brand
Be a friend to the industry
You will table tennis
No arsehole policy
Include & respect
Debate, decide, do
Be silly, be honest, be kind
Our Customer Experience Strategy
Good People + Exceptional Service + Trusted Technology + Clever Containers + Great Beer = Happy Drinkers!
As our Customer Experience Accounts Manager you will be reporting to our Customer Experience Manager and will help our sales team look after our brewery and venue customers. This will require a hands-on approach in all areas of the CX department, from on-boarding new customers, to making sure the kegs make it back safely once used. The successful candidate will be able to problem-solve in a fast-paced role, focused on building customer relationships, with both breweries and venues, whilst working with our teams to drive automation and support the growth of the account management role. This will primarily be an office-based role but as it develops, it will involve getting out into the trade; attending beer festivals, meeting our customers and building relationships to ensure we are getting it right and growing alongside their needs.
Duties and responsibilities:
• Communicate with collection partners and calling venues to minimise keg loss.
• Organise the timely dispatch of kegs to customers.
• Develop and implement processes to improve the operational efficiency of the business.
• On-boarding new brewery customers to ensure ‘first scan right scan’.
• Find new ways to educate customers about our app and scanning system.
• Respond to customer enquiries in a professional and timely manner.
• Represent Kegstar at industry and marketing events
This role will suit a pragmatic, tenacious, dedicated, capable, sociable and fun-loving individual who is prepared to be hands-on in every aspect of the business. The individual will come with a track record of success and experience to support their own opinion, while remaining flexible and open to collaborative feedback and new ways of doing things.
Here are a few of the things that we are looking for in an awesome new team mate:
• Commercially aware
• Experience in a customer-facing role
• Fast paced
• A great communicator
• Asks questions and effects change
• A relationship builder
• Prepared to take the lead and own tasks
• Sociable & enthusiastic
Salary and benefits:
At Kegstar, we know how hard our employees work and what a substantial contribution they make to our business and because of this, we offer the people who join us a very attractive package.
• £30,000-£35,000 starting salary
• 10-20% performance related bonus
• Contributed pension scheme
• Company share scheme
Kegstar are committed to the training and development of their employees. As part of your internal training you will be exposed to different areas of the business to fully develop your skillset whilst being mentored to become an excellent Customer Experience Account Manager.
If your application is successful, you will be contacted to conduct a telephone interview in the first instance.
We will be legally obliged to check your eligibility to work in the UK. Please check your eligibility before applying and ensure that you can provide the appropriate original documents.
All applications will be processed through Discovery, the retained managing consultants. Due to high volumes of applications, only those successful on application will be contacted for interviews.