Nuttall’s creates customer experience director role

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Warwick Wakefield has been promoted from Nuttall’s development chef to customer experience director.

Nuttall’s has promoted Warwick Wakefield, formerly its development chef, to the newly-created role of customer experience director for the Flexeserve division of The Alan Nuttall Partnership.

The appointment will see Wakefield head up the customer-facing aspects of the business to ensure every touch point that its customers have with the brand and its products is consistent.

Flexeserve Zone, the flagship product range under the Flexeserve brand, comprises a patented hot food-to-go technology that is designed to maintain a wide variety of foods at optimum serving temperatures without compromising taste or texture.

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Warwick has reportedly been pivotal in the development of the Flexeserve customer experience. To achieve this, he has also built relationships with key partners in packaging and food manufacturing to create a complete solution for end users.

The team can now assist with menu development, packaging optimisation and recommendations as well as operational support for in-store operators. This should allow end users to optimise hot-holding results before launching into stores, and maximise return on investment through food quality and hold times.

In his new role, Wakefield will continue to collaborate on the company’s overall strategy and deliver it through their sales and marketing team – while ensuring customer experience remains consistent.

He joined the team in 2014 and has spent the past 5 years working with clients to find solutions for the effective hot-holding of their existing product lines, as well as creating all-new products.

Jamie Joyce, chief executive of Nuttall’s, said: “Warwick’s role in the incredible success of Flexeserve Zone over the past few years cannot be understated.

“When we decided to focus on the end consumer – the customers of our customers – the quality of the food itself became the priority. Warwick’s understanding of the relationship between different food types and Flexeserve technology, the intricacies and effects of packaging materials and the operational challenges which retailers face, has allowed us to provide an unparalleled solution.

“Warwick has been instrumental in transforming our Foodservice Innovation Centre into a facility that sets us apart from our competitors, and in creating an experience for our customers and suppliers that assists us in becoming the market leaders in hot food-to-go.”

He continued: “Over the years, it’s become apparent that Warwick has so much more to offer the business and our customers. As such, we are delighted to see him take on a role that represents that. Warwick’s role will now encompass every element of our customers’ interface with the business and he will be responsible for all sales and marketing aspects of the Flexeserve brand.

“The timing is right too. The growth of Flexeserve is exponential and the people that know Flexeserve best will ensure that the customer experience we have crafted together is maintained, and continues to develop, over a much larger customer-base.”

One of Wakefield’s first challenges will be re-branding the Foodservice Solutions Division as Flexeserve to streamline brand recognition and position the company as a global leader in hot-holding solutions.

He said: “I’m delighted to be taking on this new role as customer experience director. Along with our clients, we have achieved so much over the past few years in our development kitchen. Stepping away from that part of the job will be difficult, but we are a very close team and I will always be on hand to support and assist our customers.

“It’s an incredibly exciting time for us as a business and I am extremely proud of how Flexeserve has developed in such a short period of time. I’m looking forward to taking the entire Flexeserve customer experience to another level and applying it to new channels and emerging markets.”

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Clare Nicholls

The author Clare Nicholls

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