Speciality Coffee Retention Manager

2 weeks ago


Cape Town, South Africa HotelJobs.co.za Full time

2 - 5 years experience.

Coffee experience is not negotiable.

You will visit all clients for which you are the designated regional contact regularly and act as the single point of contact between the aftersales and retention team, key account/sales manager, and internal operations.

Key Responsibilities:
Relationship Management & Technical Requirements:

- A keen working knowledge of various branded coffee machinery to assist with troubleshooting on-site concerns with the client.
- An in-depth understanding of basic and owned coffee recipes for on-site tasting and barista training, re-training, and feedback to entrench consistency across the group.
- Understanding of the nature of the cafe business where peripheral factors such as water filtration, may be a troubleshooting concern for the client. We provide extraordinary service to all our clients.
- In-depth quality control assessments are to be done at least once a calendar quarter for top-tier clients across the group.

Aftersales Duties:

- In-field visits with customers to discuss and implement inquiries and concerns related to aftersales services, including ticketing repairs, and replacements.
- Coordinate and assist with resolving repairs and maintenance appointments as well as curating coffee creation across various clients.
- Maintain accurate records of aftersales transactions and communications by logging tickets with the aftersales operational team.

Sales Operations:

- Assist with being present to launch new clients in-field.
- Monitor equipment inventory and asset register inventory.
- Contribute to the sales and performance tracking metrics with in-field knowledge for a holistic view of our client base across all three brands.

Administrative Support:



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