BMJ


BUILDERS MERCHANTS JOURNAL


Account Manager of the Year


A quick chat with…. John Gaunt, Knauf Insulation: NBG Account Manager of the Year


What’s your current job? I’m Commercial Manager for Knauf Insulation and have been in that role for more than 12 years, having joined the business in May 1998 from British Gypsum.


How did you get started in this industry? I’d worked for our family taxi business for a number of years, but when my dad was diagnosed with hepatitis the decision was made to sell the business. I then started working for a building industry supplier in an internal sales office in 1990 and have been in the industry since, working for three different manufacturers.


What roles were you doing before? I started as an area sales manager, and after a year or two I added to that the key account management of two accounts, including Jackson Building Centre, and became regional sales director in 2002. I did this for 18 months, by which time we had two young sons and I was spending too much time away from home, so ended up working as a market manager/product manager for just over a year until I moved into the commercial manager’s role.


What does your role entail? The role has evolved over time. I started off looking after pricing, margins and making sure that our pricing processes etc. worked effectively, as well as working with the sales director and then commercial directors on negotiating national contracts. Part of my role then took on looking after our independent merchant groups. I’ve also been looking after our Irish business for nearly three years, and have a team of two reporting into me. For a while I was the person who cleared up the mess left by others, but now my role involves so much more than that.


What has been the highlight of your career so far? Two things stand out for me in my time with Knauf Insulation.


The way in which we as a business developed and enacted a policy with the independent merchant groups. We had no real presence with them for a long time, and it was a gaping hole in our business. A strategy was developed about what we needed to do, and I’ve been privileged to have a major share in seeing it come to fruition and making sure we don’t get complacent about what we’ve done by


BMJ January 2018 Bigger, Bolder, Better


keeping that strategy going and seeing it develop to the next level and beyond. The second highlight is seeing the


recognition that we get as a business for what we do. In recent years we’ve won major merchant industry supplier awards and that’s brilliant, as it vindicates the strategy that a colleague of mine was determined we needed to follow, and which we have. The key account management awards that I’ve won have been a real surprise, but ones that I highly treasure. They’re a surprise because I don’t think I’m anything special, I just try and do what I think is right and treat people in the way I want to be treated. If that’s worth an award then thanks to everyone who voted for me.


What are the specifics of your role that relate to NBG?


I meet with members of the NBG Roofing and Insulation team, decide together on the targets for the business plan and how we are going to achieve them and then communicate that out, both with NBG via their Hub and to the relevant people within Knauf Insulation. We then review how we are performing against target and make the necessary tweaks to reach our common objectives. I am proud that the number one target has always been achieved and was honoured to be asked by NBG to present at four supplier days this year on how I work as an account manager with NBG, and it was weird talking to people I respect about what I do, and I hope that they benefited from it.


What are the benefits of the way you operate with NBG? It’s all about trust, and that is two-way. Like most independent merchant groups, NBG has the same values that I hold as core, of being open and honest and of doing what you say you are going to do. That is at the heart of why our partnership is so successful and will continue to be so. All members are open to discuss their individual businesses and how we can work together to improve things, even if that means being willing to change the way things are done.


What are the main issues for merchants and buying groups at the moment? Technology is changing things rapidly and I don’t think enough independent merchants are geared up for moving with the times. When we shop online and can’t find on one site what we’re looking for we shop elsewhere and are less likely to return to


where we can’t buy things, if at all, and that’s the dilemma facing so many merchants. Some are changing, but not enough are making for a good customer experience online – and that’s where they need help. The early adopters of technology, those that move with the times, are far more likely to be successful I think. Industry bodies are working hard to get younger people into the industry, but it’s a huge challenge. I know a young man who wanted to be a joiner when he left school, but was told that his predicted results were too good and he’d get bored, so he wasn’t offered the job. How many others are put off by the attitude of some employers? And we wonder why there’s a skills shortage!


What are the most important things you have learned? Treat people as you want them to treat you. Don’t wait for others to do things, do it yourself and make a difference. A former colleague, someone whose opinion I respect, says: “If you do what you’ve always done, you’ll get what you’ve always got”, so in other words don’t be complacent and don’t be scared to be different.


What do you like about working with independent merchants? They are personally invested in what they do and want to achieve the very best, even if that means stretching boundaries. They can quickly adapt if they need to and are willing to rip up the rulebook if they see something will benefit them, which is why it’s important we bring them new and innovative ideas, such as Urbanscape.


What keeps you busy at the weekend? Years ago it would have been football, football, football, but it doesn’t hold the appeal it once did. I’d say it has to be rugby, but family is more important and spending time with them is what makes me happy.


What’s your favourite book and film? Apart from the Bible [Desert Island Discs freebie] then I’d say the older detective novels, with Hercules Poirot being my favourite. Film? Escape to Victory for when I want to relax and not think too much.


If you could be a superhero, what super- power would you choose?


It would have to be someone with speed, so that I can get my work done in 4 days and have every Friday off.


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