A customer centric Technical Account Manager (TAM) who is knowledgeable and able to support key clients in the Delifrance service of bakery and viennoiserie sector. This role bridges technical, commercial, quality and NPD / EPD disciplines to ensure our customers receive exceptional service, support, and product performance. The TAM will be the main technical liaison for customers, providing expertise in specific customer requirements (COP’s), driving the Quality agenda, country legislation, formulations, production processes, troubleshooting and critical path delivery while collaborating closely with internal teams.
Being totally responsible for managing all Technical aspects of specified accounts for products manufactured in the UK, sold into the UK&I market and for any third party bought in products for the UK&I Market. In addition to being the key point of contact for all specified customer Technical contacts and to ensure that Delifrance is seen as a proactive supplier for all Technical matters.
Customer Engagement & Support
Act as the lead technical contact for your specific customer base on any bakery and viennoiserie lines.
Build trusted relationships with internal stakeholders such as NPD, Operations, Compliance teams and quality teams.
Carry out detailed and collaborative GAP analysis against customer specific COP’s and drive a corrective action plan in collaboration with the site teams.
Provide site training against COP’s as required and ensuring best practice is shared between sites.
Follow and complete the outcomes / actions of any customer specific audits.
Support customer visits, product trials, line validations, and audits.
Product & Process Expertise
Provide in-depth technical knowledge on bakery and viennoiserie ingredients, formulations, lamination processes, proofing, baking parameters, and shelf-life management.
Address and resolve product performance concerns, including texture, flavour, structure, and consistency.
Translate customer requirements into internal briefs for product modifications or new development opportunities from the data captured.
Project & Trial Management
Attend factory trials, sample development, and technical validations with customer and internal stakeholders.
Ensure alignment with customer critical path timelines, specifications, and expectations.
Fully involved with all technical aspects of EPD / NPD projects to ensure that they are delivered on time and to agreed quality standards including the completion of new line forms, specifications and the required nutritional analysis as appropriate.
Provide in store support to staff to resolve problems as required.
Quality & Compliance
Support technical documentation including product specifications, QAS’s, allergen declarations and any customer specific formats for Risk assessments ensuring that they are accurate and in line with relevant site operational capabilities.
Using the group process of Webixo to assist in managing customer complaints, root cause investigations, and corrective actions, to ensure that they are closed off to agreed customer timelines.
Understand and set the relevant account budget complaint cost targets each year with a view to achieving a continual year on year reduction and assign the cost to the correct department.
Benefits
Salary - Circa £45,000
Company Car or Car Allowance
Hybrid working - Need to be able to get to our Site in either Wigston, Leicestershire OR Southall, London
37.5 hours per week
25 days annual leave plus Bank Holidays
Company Pension Scheme - 5% Company contribution
BUPA