What's the sales process?

To improve deal execution, support key customers and provide reliable forward visibility, the business has invested in HubSpot. This enables the business to better align inventory, resources and support behind live opportunities, while also improving forecasting accuracy and national consistency.

HubSpot is to be used as the single source of truth for all customer activity. To support consistent national standards, KAMs and TMs are expected to record customer interactions, opportunities and pipeline activity in HubSpot, rather than in notebooks, private spreadsheets, emails or personal documents. This ensures visibility across state and national teams and allows timely support where required.

All customer interactions should include a clearly defined next step, with an owner and due date. Where relevant, competitor insights and accurate account status updates are also required. Listed customers are to be maintained within the agreed call cycle, and a minimum of five new prospecting opportunities must be logged weekly to support pipeline health and future growth.

Clean and accurate data is critical. KAMs and TMs are responsible for maintaining up to date contact details, removing duplicates, correctly defining customer type and industry fields, and ensuring records reflect current ownership and territory alignment. Notes must remain professional, factual and consistent, as they may be reviewed by state and national teams.

Prior to customer visits, KAMs and TMs should review open opportunities, previous discussions, competitor activity, stock positions and outstanding issues to ensure customer engagements are well prepared and purposeful. Accurate categorisation of visit types is required to support analysis of engagement patterns and workload planning.

Where relevant, supporting documentation should be uploaded to HubSpot, including business plans, VM reports, proposals, photos, competitor insights, marketing requests and merchandising assessments. This ensures a complete and accessible account history across ARB.

HubSpot dashboards are to be used as part of regular workflow to review open opportunities, call cycle compliance, prospecting activity, lost deal reasons and forecast accuracy. Maintaining strong pipeline and forecasting discipline is essential to supporting key customers, closing deals effectively and maintaining a high-quality national market presence.