Louisa Smallwood
Ramsgate,Kent
Summary
Results-driven professional with expertise in account management and client relationship development. Proven track record in pricing strategy and brand execution, complemented by strong communication and leadership skills. Highly organised and adaptable, with a focus on problem-solving and time management. Committed to professionalism and continuous growth in the industry.
Currently supporting over 70 accounts across North Kent with pricing, commercials, and brand execution at Heineken UK, I am now seeking an opportunity to develop my skill set at a national level focussing on partnership management and upscale my current experience. I am passionate about supporting clients, driving brand growth, and achieving results within a dynamic, progressive organisation.
Overview
9
9
years of professional experience
9
9
years of post-secondary education
Work history
Customer Development Manager
Heineken UK
, Kent
02.2024 - Current
- Manage and support a portfolio of 70+ on-trade accounts across North Kent through regular meetings and maintaining solid communication at all times to ensure long - term business partnerships
- Implemented strategic initiatives for improved customer engagement.
- Negotiate contracts with key clients ensuring profitable deals were secured.
- Led cross-functional teams to deliver excellent customer service standards.
- Advise customers on pricing, commercial opportunities, and brand execution to maximise profitability and visibility.
- Build and maintain strong relationships with key stakeholders, ensuring alignment with Heineken’s commercial goals.
- Monitor account performance, identify growth opportunities, and implement tailored support plans.
- Responsible for my own P&L across the account base
- Collaborate with internal teams to deliver exceptional customer service and uphold brand standards.
- Recognised for proactive account management and strong commercial awareness.
- Implementing Heineken brand marketing initiatives into the customers outlets
Customer Development Executive
Heineken UK
, Kent
05.2023 - 02.2024
- Worked with hospitality customers across Kent to help them execute and promote Heineken brands effectively on the bar.
- Built strong relationships through regular communication and reliable customer support.
- Fostered a collaborative work environment to enhance team performance.
- Achieved increased customer satisfaction with focused marketing campaigns.
- Gained insight into brand activation, sales strategy, and category management.
- Developed commercial understanding of the on-trade drinks industry, leading to promotion to Customer Development Manager.
Health and Wellbeing Advisor – One You Kent
NHS
02.2023 - 05.2023
- Achieved a higher level of efficiency with meticulous scheduling and organisational skills.
- Collaborated effectively with colleagues, fostering a positive work environment.
- Streamlined communication processes, improving team coordination.
- Supported patients through health check, smoke-free, and weight management programmes.
- Managed high-pressure calls with empathy and professionalism.
- Guided individuals onto appropriate support pathways and maintained accurate records.
- Worked collaboratively with NHS colleagues to deliver effective public health services.
Front of House Staff / Acting Manager
The New Inn
Minster, Kent
10.2017 - 02.2023
- Delivered high-quality service in both bar and restaurant operations.
- Progressed to managing the venue during owner absences, demonstrating leadership and reliability.
- Responsible for stock control and management of the accounts
- Trained and supported new staff members to maintain consistent service standards.
- Strengthened multitasking, problem-solving, and interpersonal skills in a fast-paced environment.
- Gained an understanding of brand execution in outlet and marketing through events and promotions in the outlet
- Ensured adherence to health and safety measures in the workplace for employee wellbeing.
- Fostered a culture of continuous learning and development within the organisation through proactive leadership.
Front of House Staff
The Corner House
Minster, Kent
03.2017 - 10.2017
- Gained crucial initial experience into the hospitality industry
- Improved customer satisfaction by delivering exceptional service
Education
Bachelor of Arts - BSc (Hons) Primary Education
Canterbury Christ Church University
Canterbury 09.2019 - 07.2022
A-Levels - Sport, Geography, Psychology
Chatham and Clarendon Grammar School
Ramsgate, Kent 09.2017 - 07.2019
GCSEs - English, Maths, Science, Spanish, Sport, Art
Chatham and Clarendon Grammar School
Ramsgate, Kent 09.2012 - 07.2017
Skills
- Account management and client relationship building
- Commercial awareness and pricing strategy
- Brand execution and marketing support
- Communication and presentation
- Leadership and team coordination
- Organisation and time management
- Adaptability and problem-solving
- Professionalism under pressure
Affiliations
- I focus on my health and well-being as part of my day to day life and would love to be able to bring this passion into my work
Timeline
Customer Development Manager
Heineken UK
02.2024 - Current
Customer Development Executive
Heineken UK
05.2023 - 02.2024
Health and Wellbeing Advisor – One You Kent
NHS
02.2023 - 05.2023
Bachelor of Arts - BSc (Hons) Primary Education
Canterbury Christ Church University
09.2019 - 07.2022
Front of House Staff / Acting Manager
The New Inn
10.2017 - 02.2023
A-Levels - Sport, Geography, Psychology
Chatham and Clarendon Grammar School
09.2017 - 07.2019
Front of House Staff
The Corner House
03.2017 - 10.2017
GCSEs - English, Maths, Science, Spanish, Sport, Art
Chatham and Clarendon Grammar School
09.2012 - 07.2017