The Director, Field Support & Customer Relations (FSCR) provides leadership to multiple FSCR Managers (territory) in order to maintain positive relationships with all Avendra customers, as well as local vendors, for a specified geographic area (Region). This position is responsible for continuous improvement and accountability with customer care and property level participation.
This position can sit anywhere on the East coast.
Job ResponsibilitiesPrimary Responsibilities
Maintain relationships with customers, e.g. hotels, golf clubs, restaurants, in a specified geographic area (territory)Ensure execution of Avendra’s strategic value proposition for the Client (headquarter) at the customer level (end-user) as per the Client PlanEncourage changes of customer’s behavior; present value of Avendra supply chain resources in a consultative fashion; work with customer on converting from existing suppliers to Avendra Contracted SuppliersBe an advocate for the customers during contracting initiatives by balancing the overarching contracting philosophy and the customer service needsBuild and maintain local supplier relationshipsCollaborate with the Regional SSCM Director to monitor supplier performance and hold vendors accountable on behalf of territory customersIdentify opportunities to grow Spend through new suppliers and/or new categories of suppliersManage the process along with the Avendra HQ Implementation team for new Customer roll-out meetings, including customer/supplier conference calls, kick-off meetings and follow-up processesAnalyze customer activity, satisfaction and utilization of programs; identify non-participation and potential causes. Maximize participation with approved Avendra suppliersMonitor success of newly rolled-out Customers for Spend ramp up and overall program satisfaction; work with the accounts where opportunities existDocument FSCR/Customer/Supplier communication in eRM, to include comprehensive call reports based on customer visits, e.g. people met with, discussion topics, savings identified, other information uncovered and thank you letters to CustomersChampion and actively manage the critical FSCR processes as defined above for the Region Conduct team calls to lend additional support as necessary and participate in customer visitsMonitor customer satisfaction scores and address needsTrack customer visits against the deployment plan for the Region and identify priorities, challenges and opportunities
Secondary Responsibilities
As appropriate, manage the accounts which are assigned to you as the Account Manager, i.e. single units, and/or smaller Clients Provide internal support to other Avendra teams:Regional SSCM: ensure alignment and support of any local contracting initiatives, e.g. RFATs, contract renewals, new initiativesQuality Assurance: ensure alignment and utilize this resource as neededSales: participate, as needed, in complex Discoveries where local knowledge is requiredQualificationsPrimary Competencies
Planning and OrganizationProblem Solving & Analytical SkillsConflict ManagementInfluencing OthersOrganizational AcumenChampioning Change
Supervisory Competencies
Valuing and Managing DifferencesPerformance ManagementManagerial CourageTeam Development Leadership Agility
Role Requirements
Strong interpersonal and customer service skills; good presentation skillsAbility to bring customer and supplier together to demonstrate Avendra value propositionSolid purchasing program, supply chain knowledge and/or hotel experience to be credible with customers and vendorsStrong analytical skillsExcellent problem resolution skillsThe ability to work independently with a flexible schedule; being able to prioritize multiple projects and requirements to include customer visits, follow-up work, formal documentation of the accomplishments and internal support requestsDemonstrated knowledge of the Lodging/Hospitality industryStrong team building skills
Overnight Travel Requirements: Type: All modes of transportation, percentage 25-50%, length: 1-2 nights
Years of Relevant Experience: 10 or more years of experience
Education Requirements: BS/BA in relevant field or equivalent years' experience
Work Environment: This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands: This is largely a sedentary role with some light lifting of files possibly needed.
Other Duties: Please note this role description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.
About AramarkOur Mission
Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.
At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.
About Aramark
The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.