Meet our Customer Account Manager, Billy Marston!

At Craven, it’s exceptionally important to us that we help you to find the best storage and handling solutions for your needs while ensuring a seamless and efficient customer service experience. 

Our Customer Account Manager, Billy, is part of the team at the forefront of Craven’s customer sales & relations. Billy is responsible for building and maintaining strong customer relationships alongside visiting customers to understand more about their needs and how Craven can support them. 

This month, we spoke to Billy to find out more about the day-to-day life of a Customer Account Manager at Craven. Find out what he had to say below! 


What does a typical day look like for you at Craven?

One of the most exciting things about working for a business as dynamic as Craven is that two days are rarely the same. 

Whether I am out on the road meeting our customers or in the office working on a big project, I am always busy. My day requires constant communication with my colleagues from the production team, purchasing and customer service to make sure we are always proactively working to support our distribution partners and their supply chains.


How are you finding the catering industry as a market to work in?

I had experience within the catering market prior to joining Craven, however, I have never seen the market as it is now. I joined Craven as the industry was recovering from the Covid-19 pandemic and forever remain impressed with how the market has dealt with being one of the worst hit by the pandemic. 

The catering industry has shown not just resilience to survive the pandemic but is now thriving and there is a positive sense of opportunity and optimism for the future. So, I guess I love that aspect of my job and it is great to be trusted to help our customers within the catering market and work with them on solutions.






How are you helping customers cope with ever changing market pressures?

The market has never been as vulnerable as it is at the moment with many contributing factors leading to pressures on manufacturers and customers. 

One of the massive benefits we can offer at Craven is that our products are made in our factory in Knaresborough, North Yorkshire. This is a huge plus for many of my customers due to the ability we have to be completely flexible on lead times, sizing, material, and quantities. 

The production team are highly technically skilled, and their capabilities help provide solutions to most of the issues we are facing. This gives me peace of mind that we are successfully helping customers cope with increasing pressures.


Do your customers value having a field based Account Manager? 

I think so. In the relatively short time I have been at Craven, I have been able to build some great relationships and I think a lot of that is owed to meeting some of our customers in person and being able to get a key understanding of their wider business. 

The Craven offering is varied and so is our customer base, being able to get a view of their operations through warehouse, workshop or office visits has added real value to how we support our customers.


What do you hope to achieve this year?

Craven is a diverse business that has allowed me to already fulfill many goals in the short time I have been with the company. 

Building the Craven brand is a big goal of mine this year and to take it into as many sectors as possible through our distributors, who bring our product to market. This year has already seen big growth in the medical market and I hope to expand on this as working with the healthcare industry and the NHS is something very important to us. 


Many thanks to Billy for taking the time out of his busy day to chat with us! If you’d like to get in touch with our sales team to learn more about the products we offer, please visit our contact page here

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