Kitchen Sales Designer JUNE 2022
At Howdens, our investment in developing home-grown talent is a key part of our success. We offer learning opportunities for all, enabling everyone to succeed and create a career they are proud of ANDY WITTS Chief Operating Officer
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Learn, develop, and grow Ways to learn Our business model Your contribution Learn from day one Keeping you safe Develop in your job Additional experiences Grow our business Your depot team Regional support
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Learn, Develop and Grow At Howdens we are committed to providing opportunities for everyone to learn new skills, develop themselves and grow a career that makes them proud. Our business was founded on the guiding principle of being worthwhile for all and so wherever you join us, you will be able to develop professionally and personally and in a way that works for you.
We are committed to supporting you to develop the skills and provide the experiences you need to be successful which is why we have created a flexible, personalised learning pathway to help you learn, develop, and grow into a world-class Kitchen Sales Designer.
This is especially true for Kitchen Sales Designers. Your role is uniquely positioned to provide the support and tools that builders need to make partnering with Howdens a great business decision and to help our end users to design and create the homes of their dreams.
We know learning works best when it is adaptable to your needs. Your learning pathway includes a variety of different learning opportunities, so you not only learn from experts in a workshop, but also through bitesize videos and e-learning modules available on demand, through talking to your colleagues and sharing experiences and by being hands-on and putting those new skills into practice.
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Ways to learn Resources Learn at your own convenience and speed with content available on-demand, at any time on any day. Access different types of digital resources, curated for you, on the Academy
Documents Videos & recordings E-learning courses
Training Led by a Subject Matter Expert (SME), and designed to develop the knowledge, skills and behaviours required for you to be successful in your role and at Howdens. Access the training for your role, sessions are bookable on the Academy.
Virtual classrooms Skills workshops SME masterclasses
Community Learn from getting stuck in and with the support of experienced colleagues. Work as part of a team and attend meetings and events to learn from others. Speak to your manager to plan what is helpful for you and organise locally.
On-the-job experience Meetings and events Learn@Howdens group
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When our customers succeed, we succeed. Every role in our business supports our depot teams to deliver exceptional results for our customers.
We believe that the best way to source and install a kitchen is to work with your local tradesperson, and we are clear that the purpose and future success of our business lies in serving the trade market to the highest standards. Our relationship with our trade customers has three key principles, each supported by our entrepreneurial culture. They guide us on the ways we best serve our customers and therefore the skills needed to do so successfully. These three principles are also the areas that underpin the design of all the learning pathways, as they help us to understand how we can all contribute to the success of our customers and the success of our business.
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Your Contribution Your job is to sell, plan and design the full range of Howdens Joinery products, using computer aided design (CAD). To keep in mind the safety and practicality, with the objective of achieving and exceeding depot and company sales and growth targets.
Key Accountabilities & Responsibilities Sales
To provide the customer with enough choice, advice and aftersales to leave a lasting impression of the Depot To achieve and exceed individual and Depot targets To negotiate prices ensuring you are maintaining growth on your margin Manage and maintain your own lead bank, keeping it updated and staying in contact with the customer To provide potential and existing customers with the highest level of service To assist with any other reasonable request in order to fulfil the requirements of the business and smooth operation of the depot
Design
To plan and design inspirational kitchens using the Company’s range of products You will be required to visit sites to measure and evaluate the customer’s needs To effectively communicate with builders and the end user, amending plans as required An essential part of this role is using your product knowledge confidently, to ensure that you deal with customer enquiries before, during and after sales Ensure compliance with Health & Safety Regulations whilst in the depot and while on site visits
Key Performance Indicators:
Positive customer feedback and progress through 1-2-1 reviews Sales revenue generated from kitchen plans Targets met or exceeded
Key Challenges:
Build and maintain relationships with Account Holders, End-users and fellow team members, while working towards your individual targets Constantly reviewing the new products and staying commercially aware demonstrating credible product knowledge Manage your lead bank to reach its full potential, providing excellent customer service and staying in contact with the customer during the process Effectively influencing the customer and making persuasive recommendations on how to proceed with their kitchen design needs and closing the sale Maintaining a high calibre of work at all times, whilst staying organised and motivated in a positive manner.
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Learn from day one Your manager will have helped to pull together an induction that helps you to make an impact from day one, feel part of the Howdens family and keep you safe and legally compliant.
Local Induction Virtual sessions - Welcome to Howdens and Intro to Learn, Develop and Grow Locally organised ‘Getting to know Howdens’ to help new KSD to learn about their area/region/culture
Exec Welcome Session (virtual) Exec Videos (on demand) Three Additional Experiences (Factory Tour, Product Inspiration, Fitting Considerations **TRIAL**) Face-to-face events and on-demand resources
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Keeping you safe Your safety is vitally important to us, and we go above and beyond to make sure you are able to do your role safely and be legally compliant. Our induction offer covers the following topics, your manager will provide guidance on which are required for your role and assist you in booking places where applicable. The mandatory requirements for your role are;
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Display Screen Equipment (DSE) – How to comply with DSE regulations, before being given the opportunity to conduct a self-assessment on your workstation.
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Fraud Prevention – Fraudulent methods and ID checks, how to verify customers and your responsibilities.
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Tax Evasion – Spot potential red flags and how to report instances of potential tax evasion.
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GDPR Regulation – The regulations, your responsibilities and how to report a breach.
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Forest Stewardship Council (FSC) & Programme for the Endorsement of Forest Certification (PEFC) – Understand the FSC and PEFC chain of custody and the trademark standard.
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Hospitality and Gift Policy – What constitutes a gift, when it is appropriate and legal to give and receive and how you should record.
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Introduction to Equality, Diversity and Inclusion (EDI) – What it means to create an environment where everyone feels welcome *to be added in 2022
Competition Law – The rules and responsibilities and the consequences of non-compliance to both you and the business if the law is breached. Anti-Bribery and Corruption – The key points of the Act, common pitfalls and what you should do if you identify a breach.
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Develop in your job Product TRADE SERVICE AND CONVENIENCE AND PRODUCT LEADERSHIP
We are trend leaders in product, providing a wide range of products suitable for all our customers. You will learn about our available products and how to match them to your customer’s requirements.
Plan TRADE SERVICE AND CONVENIENCE AND TRADE VALUE
Our business is focussed on building relationships and supporting our local tradesperson. You will find out how to build trust with your customer by providing an accurate planning service and supporting your customer to ensure the project runs smoothly. Learn how to use your time effectively, to plan a kitchen as well as yourself.
Design TRADE SERVICE AND CONVENIENCE AND TRADE VALUE
We pride ourselves on providing inspirational designs to our customers. This includes understanding the technical elements of design, how to create exciting inspirational projects that are on-trend using the full range of Howdens products.
Sell TRADE SERVICE AND CONVENIENCE AND TRADE VALUE
Our business is focussed on assuring best local price with no call back quality. You will find out how to build credibility with your customers from first impressions to managing relationships, how to handle things when they don’t go to plan so that you can negotiate with credibility and see your project through with real pride
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Resources
PRODUCT
DESIGN
SELL
Measuring & drawing to scale Howdens Work Surfaces
PLAN
Measuring flooring CAD system
Handleless CAD
In Frame CAD
Improved planning in CAD
Design view
K8 System
Closing techniques – (one page resource)
Product knowledge online courses
EXPO (on demand digital)
Training
PRODUCT
Product knowledge skills – Virtual classroom
PLAN
Kitchen measuring & compliance – Virtual classroom **NEW**
Kitchen measuring & compliance – Workshop **NEW**
SELL
Inspirational design & Scale drawing – Virtual classroom **NEW**
Inspirational design & Scale drawing – Workshop **NEW** Kitchen design trends – Virtual classroom
DESIGN
CAD system
Handleless CAD – Virtual classroom
In Frame CAD – Virtual classroom
Improved planning in CAD – Virtual classroom
K8 system
Introduction to Sales – Virtual classroom
Closing the deal – virtual classroom
Customer Sales & Service Excellence – Workshop & Virtual classroom **COMING SOON**
Closing techniques – virtual classroom
Questioning & listening to achieve success– Virtual classroom
Complaint Handling – Virtual classroom
Selling higher value kitchens – Virtual classroom
Community
PRODUCT
PLAN
DESIGN
SELL
On the job experience
KSD Forums
Learn@Howdens Facebook group
EXPO
Meetings
Celebrating success events
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Additional Experiences Factory Tour Experience the scale and capabilities of our business, see our extensive manufacturing processes, and feel proud about the range and quality of our products.
Product Inspiration Explore our offer including the features and benefits of our products, apply your knowledge to select the best design for our end user, and feel confident in to promote and sell a wider range of products.
Fitting Considerations Understand the key elements of installation a kitchen, apply your knowledge during the planning process and reduce the risk of problems happening at the fitting stage
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Grow our business Skills for Everyone are a selection of resources and workshops that focus on the critical skills that support personal growth and help you to settle in and enjoy working at Howdens. The Skills for Everyone recommended for KSDs are highlighted below, but all are available and should be selected following a development conversation with your manager.
Personal Ambition
Working Together
Entrepreneurial Spirit
Be at your best
Enjoy working with others
Make a positive impact
Self confidence Learning about yourself
Effective Communication Creating shared understanding for KSDs
Critical Thinking Making confident decisions
for KSDs
Always Learning Striving to be better
Personal Resilience How to bounce back for KSDs
for KSDs
Teamwork Developing trusted relationships
Influencing Others Gaining commitment to change for KSDs
Valuing Diversity Embracing our differences
Working Productively Delivering results everyday for KSDs
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Your Depot team Depot Manager They lead the depot. Through building a high-performing team, they maintain positive relationships with local trade people They come up with new and effective ways to grow the business. They use autonomy to set their strategy and run the business, aligned with their customer’s needs.
Territory Rep They are out in the field, searching for new business for the depot through identifying new leads and customers.
Trade Counter Person They work on the trade counter, offering service and advice to customers, and identifying new leads and business.
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Kitchen Sales Designer Business Developer They are a main point of contact for our customers - conducting customer service phone calls, promoting offers and deals, and searching for new business for the depot, through identifying new leads and customers.
Warehouse Person They work in our warehouse, looking after our stock holding, managing the deliveries and picking orders for our customers.
Assistant Depot Manager They support the Depot Manager in leading the depot team and the operational needs of the depot. They are instrumental in bringing the Depot Manager’s strategy to life.
Lead KSD They mentor the KSDs using their experience to deliver the leads and projects, produce inspirational designs and utilise Howdens full range of products.
Regional Support
Scotland Heather Jones REGIONAL LEARNING PARTNER
Kelley Spencer HUMAN RESOURCES BUSINESS PARTNER
North West Arron Caldwell REGIONAL LEARNING PARTNER
Kelley Spencer HUMAN RESOURCES BUSINESS PARTNER
North East Adam Dobinson REGIONAL LEARNING PARTNER
Kelley Spencer HUMAN RESOURCES BUSINESS PARTNER
East Midlands Lauren Kirkland REGIONAL LEARNING PARTNER
Kelley Spencer HUMAN RESOURCES BUSINESS PARTNER
East Anglia Philippa Lakins REGIONAL LEARNING PARTNER
Andy Attfield HUMAN RESOURCES BUSINESS PARTNER
Wales & West Arron Caldwell - Cover REGIONAL LEARNING PARTNER
Andy Attfield HUMAN RESOURCES BUSINESS PARTNER
London Nicola Esders REGIONAL LEARNING PARTNER
Camill Osbourne-Doyle HUMAN RESOURCES BUSINESS PARTNER
South West Clare Orchard REGIONAL LEARNING PARTNER
Geraldine Locke HUMAN RESOURCES BUSINESS PARTNER
South East Sylvia Campbell REGIONAL LEARNING PARTNER
Geraldine Locke HUMAN RESOURCES BUSINESS PARTNER
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Any questions? Email the Learning and Development department: HOWTRN_DL@howdens.com
