Account Manager - The job? Making sure the customer is happy

Léa (29) worked at Spaas for four years as an account manager. With her infectious enthusiasm, she quickly won over the hearts of her "customers." The garden centers, hobby shops, and small home decor stores—a client base that spans across Belgium. Where hard sales tactics don't work and the "goodwill" factor prevails. Now that her first child is here, Léa is saying goodbye to Spaas. With a heavy heart, but with fond memories.

I was 24 and I knew exactly what I wanted

When I was 24, a huge opportunity came along: selling candles to decorative shops and garden centers throughout Belgium. I didn't hesitate for a second… Beauty fascinates me immensely. Interior design, decoration, fashion… I started studying architecture, but after three years, I dropped out. Something was missing for me. I missed the human touch, a close relationship with clients. So I switched to an account management program. There, I learned what it really means to be an account manager. And that's what I wanted to do. After my studies, I was able to start at a Walloon company. A job where prospecting quickly took over. And I realized that the "cold" approach to selling wasn't for me. When I read the job description for "account manager" at Spaas Kaarsen, I felt the itch. That was it. Managing clients, presenting beautiful products, following up in stores… With an inspiring product under my arm!

3 hours and 30 minutes on the road, but I wanted that job

I met sales manager Sarah Spaas and HR manager Marleen Lemmens at a Brussels hotel, and we clearly clicked. After a positive follow-up interview at the head office in Hamont, I knew for sure I wanted to work in Limburg. I live in West Flanders, so my boyfriend thought I was crazy: "Can you go any further?" Agreed, if I wanted to go to the head office, it would take me 3 hours and 30 minutes. But I couldn't pass up this opportunity, could I? I wanted that job.

The warmth of a family business

In my first week at Spaas, I received a warm welcome. On the agenda: introductory meetings with all departments: customer service, finance, logistics, IT, marketing… I was given a tour of the production department, and no question was too outlandish. My new colleagues were happy to make time for me. Spaas is a family business, and I could tell by everything. And then there was the crash course with Sarah Spaas. Together, we visited all the clients in my portfolio in just two months. It was a crazy rollercoaster ride. But one I thoroughly enjoyed.

Selling with feeling

Then suddenly it was my turn. There I was, hitting the road with a suitcase full of Spaas candles. I started as a junior account manager, a role that felt very natural. This is how I visited the smaller independent businesses. Hard-working, passionate people who run a beautiful shop and are in charge. Unlike a key account manager, I wasn't sitting at the table with professional buyers who harp on price and returns. An account manager at Spaas listens carefully to the customer and sells with feeling. It's incredibly hard work to gain your customers' trust. But once you're there, you can leverage that trust factor. It's an art to subtly convince your customers, all with a wink! You have to show and let customers feel why Spaas candles are better than the competition. Often, customers gave me complete carte blanche: "Okay. If you think these products will sell well, we'll follow your advice."

In your dirty jeans, among the cardboard boxes

As an account manager at Spaas, no two days are the same. Sometimes you're on the road all day, and sometimes you're rolling up your sleeves. I also set aside one day a week for administration: answering customer questions, preparing quotes, analyzing figures. Fortunately, I could always rely on my colleagues in customer service, who handle a large portion of the customer inquiries. On Monday mornings, you're sometimes expected to be in your dirty jeans, among the cardboard boxes, to help the department manager with the new candle display. You determine the height of the shelves, the color palette, and conjure up a beautiful display. And you do it all with a broad smile, even if you're having a bad day. And the situation can change in the blink of an eye. Your customer has their heart set on tea lights in packs of 50, but this product is about to run out of stock. In those cases, you have to keep a cool head and propose an alternative. Flexibility and self-reliance are crucial. A few times a year, my team and I would go to a trade fair. Those days started at 8 a.m. and ended at 8 p.m. Setting up and taking down the stand, and heated discussions with suppliers were all part of it. Those were often the most enjoyable days, where you experience a lot and exchange a lot of knowledge. And you end those days in a relaxed atmosphere at a restaurant with your colleagues.

Super sociable, flexible, and full of enthusiasm

And how I'll miss my colleagues in Limburg! Stocking shelves together on the other side of the country, the dinners when I stayed overnight in Hamont for a meeting, the crazy phone calls... I'm grateful for everyone I met at Spaas. I won't soon forget my clients either. Eating fries together, the small chats about the children, and the bouquets of flowers I was allowed to take home. Whoever replaces me can rub their hands with such a luxurious client portfolio! Spaas is the market leader, so in principle, they already have a solid customer base. Perhaps Spaas can break new ground here and there, but keeping existing customers happy must be the priority. How do I see the new Léa? Hypersociable, flexible, and above all, someone who's eager to get started! And if I may offer some advice, don't drive to every corner of the country. Take your time to analyze results, devise solutions, and get organized. And don't forget to enjoy every day. Because it's wonderful to hit the road with the Spaas range!