What’s your job and what are your day-to-day responsibilities?
My role at Clam’s Handmade Cakes is sales manager and my day-to-day duties involve securing new business and making sure our existing customers are well looked-after. I also work with our telesales team to improve sales techniques and customer care.
How did you get into the baking industry?
By chance. I was studying Business at the University of Wales Institute, Cardiff when my mum set up Clam’s Handmade Cakes. I asked if I could help out during my summer holidays to earn some money and I haven’t looked back that was nine years ago!
How has your career progressed since then?
My first role at the bakery was trainee baker. I was taught to make everything from Victoria sponges to chocolate brownies. As the business grew, I had to wear lots of hats, including delivery driver, decorator and packer.
What is the most important quality you need to have to do your job?
People skills are at the top of my list building up trusting relationships with my customers to help make sure that we have the same customers today as we had this time last year.
What is the key to success in your area of expertise?
I use all the skills I acquired on the shop floor in my role as sales manager, being able to talk technically about the cakes gives me expert product know-how and gives the customers confidence in my recommendations. I am also on call 24/7 and encourage my customers to contact me on my Blackberry at any time of the day to resolve issues.