Staff Profile: Delivering Value, Building Trust - Sheena's Approach to Key Account Management

Name: Sheena Gozon Bacal
Role: Key Account Manager  
Length of service at Hill Labs: 4 years 

Tell us a bit about yourself 

I’m a proud mumma to a beautiful little human and fortunate to be married to an exceptional husband, who some might call a unicorn. 

I love tramping and have conquered a few mountains here in New Zealand. There’s just something so serene about being out in nature, away from the everyday noise. One of my favourite memories was my husband making me hike up Mount Taranaki summit for a proposal! 

I’ve also adventured my way around the South Island in a campervan, doing daily hikes and soaking up all the views. I spent a good chunk of my younger days backpacking around Asia, soaking in new cultures. 

How did you end up at Hill Labs? 

I have had laboratory experience for six years and decided I wanted a change from Auckland so I moved to Hamilton. 

A few weeks after applying to work at Hill Labs, I was offered a role that aligned perfectly with my strengths and passion for relationship management. 

What does your position involve? 

My role involves a bit of everything, and that’s what I enjoy about it. There are times of the year packed with conferences and client events, and other times focused on project management to make sure we’re delivering tailored solutions that meet our clients’ evolving needs. 

There’s also an admin side to it, of course - bringing all that information back in-house, coordinating with different teams, and making sure everything runs smoothly behind the scenes. 

I’m also often out visiting clients. For me, relationships are built over time, and that’s such a crucial part of this role. It’s all about understanding people, staying connected, and helping both our clients and our laboratory grow together. 

What do you enjoy most about working at Hill Labs? 

One of the things I love most about working at Hill Labs is the incredible support I get from our Laboratory, Technical, and Commercial teams. Their knowledge, dedication, and guidance make my job so much easier and help me feel confident when talking with clients. 

The Technical team is always looking for ways to improve, the Laboratory team keeps everything running smoothly, and the Commercial team is there with practical advice and insights whenever needed. 

The way everyone works together is a real testament to the strength of our team and truly reflects in our service, making my job easier! 

What is the highlight of your career at Hill Labs? 

So many highlights! 

One of my recent highlights was attending the Horticulture Conference. I’ve been in the industry for three years, and it was the first time I truly felt like I belonged and surrounded by passionate people who are essential to putting food on our tables yet remain humble and grounded despite their success. 

Another memorable experience was visiting avocado orchards up north, reaching almost as far as Cape Reinga. Seeing the effort behind producing high-quality crops really puts our work at Hill Labs into perspective. It’s a small piece of the puzzle, but an essential one, and it’s rewarding to know the impact we have. 

What are you most passionate about in the sector you work in? 

Delivering food safety and contributing to the overall success of our customers and understanding what challenges keep them up at night and helping provide solutions. I am also about building meaningful connections along the way and ensuring our Operations team sees the real value and impact of the work they do.