Position Summary :
The Senior Director of Business Development at City Fresh Foods is responsible for leading the sales, relationship management and marketing team to ensure that clients achieve their desired outcomes and receive maximum value from the organization’s products or services. This role involves developing and implementing strategies that enhance customer satisfaction, drive retention, and promote upselling opportunities. The Director will work closely with clients, internal teams, and executive leadership to foster strong relationships, address client needs, and drive continuous improvement in the client experience.
Key Responsibilities :
1. Client Success Strategy and Execution
- Develop and implement a comprehensive client success strategy that aligns with the organization’s goals, focusing on customer satisfaction, retention, and growth.
- Establish key performance indicators (KPIs) to measure client success, satisfaction and retention regularly reporting progress to executive leadership.
- Analyze customer feedback and data to identify trends, challenges, and opportunities for improving the client experience.
- Oversee work with existing clients, drive new sales through expansions in existing markets.
2. Sales
Manage sales process in existing core market : Elderly, Charter bidsOversee development of new markets; medically tailored, elder business beyond ASAP’sMeet / exceed annual revenue and positively influence EBITDA goalsMeet / exceed portfolio mix goalsOversee and execute Marketing strategy for City Fresh in order to support sales goals.3. Team Leadership and Development
Lead, mentor, and develop a high-performing business development team, fostering a culture of accountability, collaboration, and continuous improvement.Conduct regular performance reviews, providing constructive feedback, coaching, and support to team members.Create and implement training programs to enhance the skills and knowledge of the client success team, ensuring they are equipped to address client needs effectively.Help grow City Fresh’s brand / enhance reputation4. Client Relationship Management
Build and maintain strong relationships with key clients, serving as their primary point of contact and advocate within the organization.Conduct regular check-ins and business reviews with clients to assess satisfaction, gather feedback, and identify opportunities for additional support or upselling.Collaborate with clients to develop customized success plans that align with their goals and ensure they maximize the value of the organization’s offerings.Leads the Team in oversight and execution of the contracting process, including new sales, re-bids, updates and third-party relationships.5. Customer Onboarding and Training
Oversee the client onboarding process, ensuring a smooth transition and comprehensive understanding of the products or services.Develop and deliver training programs, webinars, and resources to educate clients on best practices and optimize their use of the organization’s offerings.Ensure clients have access to necessary support materials, documentation, and resources to enhance their experience and success.6. Cross-Functional Collaboration
Collaborate with sales, marketing, product development, and support teams to ensure alignment in delivering an exceptional client experience.Advocate for client needs and feedback within the organization, driving product improvements and enhancements based on customer insights.Participate in the development of marketing strategies and initiatives to promote client success stories and case studies.Lease the Team’s efforts with regard to special events coordination, involving both internal and external stakeholders.7. Data Analysis and Reporting
Utilize analytics and reporting tools to monitor client health scores, engagement metrics, and retention rates.Analyze client data to identify opportunities for upselling, cross-selling, and improving client satisfaction.Prepare and present reports to senior leadership on client success metrics, trends, and strategic recommendations for improvement.8. Risk Management and Issue Resolution
Proactively identify and address potential issues or challenges that may impact client satisfaction or retention.Develop and implement processes for effectively managing client escalations and resolving issues in a timely manner.Maintain a strong understanding of client contracts and service-level agreements (SLAs) to ensure compliance and fulfillment.9. Continuous Improvement and Innovation
Foster a culture of continuous improvement within the client success team, encouraging team members to share ideas and best practices.Stay updated on industry trends, customer success best practices, and emerging technologies to enhance the client experience.Lead initiatives to improve processes, tools, and resources that support client success and streamline operations.Qualifications :
Education : Bachelor’s degree. (Master’s degree or relevant certifications a plus).Experience : Minimum of 7 years of experience in client success, account management, or customer experience roles, with 3 years in a leadership position.Skills :
o Strong leadership and team management skills, with a proven ability to inspire and develop high-performing teams.
o Excellent communication and interpersonal skills, with a talent for building relationships and engaging clients effectively.
o Proficient in customer relationship management (CRM) software, data analysis tools, and project management software.
o Strong problem-solving skills and the ability to navigate complex client situations with professionalism and empathy.
Attributes :
o Results-driven and customer-centric, with a passion for enhancing the client
experience and delivering value.
o Strategic thinker with the ability to analyze data, identify trends, and make informed
decisions.
o Adaptable and resilient, with a proactive approach to addressing challenges and seizing opportunities.
Core Values :
Client Focus : Committed to understanding and meeting client needs, ensuring they achieve their desired outcomes and maximize value.Collaboration : Fosters teamwork and open communication across departments to deliver a seamless client experience.Accountability : Takes ownership of client relationships, delivering on commitments and ensuring high standards of service.Innovation : Embraces new ideas and technologies to continuously enhance the client success process and drive improvement.Integrity : Represents values of honesty, transparency, and fairness.Physical Requirements :
Prolonged periods sitting at a desk and working on a computer.Must be able to lift up to 15 pounds at a time.EEO STATEMENT :
City Fresh Foods is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, retaliation, or protected veteran status.
Job Type : Full-time
Pay : From $120,000.00 per year
Benefits :
401(k)Dental insuranceFlexible spending accountHealth insuranceLife insurancePaid time offVision insuranceSchedule :
Monday to FridayNo staffing agencies please.
This position is located in Boston, MA and is not sponsoring relocation expenses.
Salary : $120,000
