JTI has revamped its field sales team to offer a “more bespoke, personal service” to retailers.

The transition will see each new business adviser allocated a small, more dedicated catchment area where they will be responsible for every trading channel within it, including independent retailers, supermarkets, and wholesale.

From 31 January, 250 business advisers rolled out across the UK. JTI’s When asked whether independent retailers can expect the same level of support, JTI’s sales vice president Ross Hennessy told betterRetailing.com: “Each adviser will maintain the same level of visits, as a minimum.”

He added: “The industry is moving forward at a rapid pace and as a business we are always looking at ways we can innovate to help us to continue delivering world class service to all of our trade partners. The transition to business advisers is the biggest change that JTI has made in the last 20 years and has been in planning for over two years to ensure that the move is as seamless as possible for our customers.

“Our highly skills sales force has always operated at a high level, but we have taken the time to upskill our JTI business advisers to a superior standard. Combine this with the fact that this role is completely customer centric, we are confident that the transition can only be of benefit to our trade partners as they will receive an even greater level of service than they have come to expect from JTI.”

Business advisers will be on hand to provide support to retailers, whether its advice on what JTI products to stock across tobacco, vaping, heated tobacco, or nicotine pouches to maximise sales, information on responsible retailing such as Youth Access Prevention and how to tackle the illicit trade.

During Covid-19, the firm was forced to remove reps from the road, but Hennessy revealed 95% of customers are now accepting visits.