Our second staff profile of 2024 features a conversation with a face that will undoubtedly be familiar to many of our readers.
This month, we're chatting with Steph Fenton.
Hello, Steph! Let’s get straight into it - tell us a little about yourself.
Hello! I am a Senior Account Manager at Venditan, responsible for maintaining client satisfaction and ensuring that our services meet their needs and expectations. I have been with the company for thirteen years, having joined through a graduate scheme straight from university.
My academic background is in International Fashion Marketing, and although I initially joined to fill a business development role, over time, I discovered that my skill set naturally aligned with account management and that has been my career path ever since.
What does your average day at Venditan look like?
As we all do, I’ll start by checking my emails, calendar, and messaging channels to catch any new messages that have arrived overnight—not before I’ve had my essential morning coffee, though!
In account management, your daily responsibilities can change quite quickly, so I work through my tasks in order of importance.
A significant part of my day will be spent in internal and external meetings, catching up with clients about their priorities and requirements, and with our team to keep track of projects.
I work from our office in Manchester twice a week and enjoy catching up with the team in person. If I have a bigger task to complete, such as an Account Plan for a client, then I tend to take myself away and into the building’s communal quiet working area so I can focus.
What is the best advice you could give to someone starting in account management?
Invest time in developing your market knowledge. As an account manager, your clients may look to you (and the wider business) to stay informed about industry trends, enabling you to provide valuable insights and recommendations. It’s equally important to take a keen interest in the products and services you're working with.
Are there any eCommerce or retail trends that you find particularly interesting?
I’m quite interested in on-site personalisation. It's not just about tailored shopping experiences; it's a game-changer in connecting with customers on a deeper level. The ability to curate content, product recommendations, offers, and user interfaces based on individual user preferences can enhance engagement and foster a sense of personalised service.
As we delve into this trend, it's exciting to witness how technology seamlessly adapts to customer behaviour, particularly through the use of artificial intelligence to drive hyper-personalisation.
Read about hyper-personalisation in our 10 retail and eCommerce trends for 2024
Give us an example of something you have learned over your 13 years at Venditan.
Well, I’ve been here for quite a while, so, as you can expect, there’s quite a lot! To the point where I can’t pick out one specific lesson or tip.
When I was at university, eCommerce was still in its infancy as a technology. Everything I know about eCommerce, I've learned during my time here. The one constant that will never change, no matter how far the technology develops, is that the customer should always be put first, whether you’re selling a product or a service.
What does a typical weekend look like in the life of Steph?
I love going on long walks with my dog. Living and working in Manchester city centre means I’m eager to seize any opportunity to escape to the countryside. On the other hand, living in the city has its perks—I enjoy trying new restaurants, and where better than central Manchester to indulge in that pastime!
And finally, what are your long-term career goals?
It’s a dream, but I would absolutely love to open my own pet shop. Maybe one day!
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