DIRECTOR OF STRATEGIC CLIENT SUCCESS (TRAVEL REQUIRED)

Eurest

Position Title : DIRECTOR OF STRATEGIC CLIENT SUCCESS (TRAVEL REQUIRED)

Pay Grade : 17

Reports To : Senior Director of Growth & Retention

Salary : $110000-$140000 / year

Other Forms of Compensation : 30% Field Incentive Plan Bonus

As the leader in business and industry dining, Eurest is the company to join if you want a rewarding career packed with limitless opportunities. We feed the employees of the nation's largest and most-prestigious companies in every state and across all industries. As a member of Eurest's leadership and professional support team, you will help our 16,000 chefs, and in-unit associates excel as they deliver world-class meals in corporate cafes and executive dining rooms with on-site catering through vending innovations and more.

Our company is innovative, high performing and fast growing. Our teammates are enthusiastic, committed to quality and thrive on consistently delivering unparalleled results. And did we mention we work with exciting companies and at interesting locations? Come grow your career with Eurest.

Job Summary

The Director of Strategic Client Success is responsible for driving the retention of priority accounts by fostering strong internal collaboration and ensuring high levels of client satisfaction through operational excellence. This role focuses on supporting long-term client partnerships by proactively engaging with the operations, culinary, marketing, and Elev8 Hospitality teams to anticipate, address and deliver client needs. Key responsibilities include developing and executing strategies to optimize contract renewals, facilitating internal processes for client feedback analysis, and providing actionable insights to improve service delivery and business growth.

The Director of Strategic Client Success plays a pivotal role in coordinating onsite fresh eyes team, driving action plans driven by client culture and WITY. Success in this position requires excellent problem-solving skills, strong interpersonal abilities, and a commitment to exceeding client retention objectives ensuring a 95% annual client retention rate. Operational experience in the foodservice hospitality is required with candidate having well-rounded experience in multiple functions in our business.

This position reports to the Senior Director of Growth & Retention Marketing and requires extensive travel, approximately 50% of the month.

Key Responsibilities

Operational Excellence Initiatives

Develop and manage ‘fresh eyes’ site visits from observation to action plan development and implementation in conjunction with operations, culinary, marketing and Elev8 Hospitality.

Fresh-eyes’ process requires both a strategic and hands-on approach to be successful.

Working with CMO and Senior Leadership with clear site on what is coming out to bid w / in 2 years working; targeting accounts that are coming up for rebid.

Low-touch and high-touch responsibilities include :

Develop and manage a client intake form to assess needs

Client meetings

Activate initiatives such as information organization, report creation, and dashboard development to streamline processes.

Assess opportunities for innovations to support client needs.

Support and facilitate client future-forward symposium (virtual and / or in-person).

Facility and Performance Reviews

Support facility reviews with senior leadership to identify at-risk locations, including a review of financials, quarterly business reviews, and client correspondence.

Analyze data to recommend actions that enhance client value and satisfaction.

Communicate effectively with senior leaders and executives within client organizations.

Maintain detailed records of client interactions, inquiries, comments, and issues, along with associated action plans.

As needed, communicate with clients through in-person meetings, telephone, and electronic correspondence.

Strategic Account Management

Develop contract extension and renewal strategies to preempt competitive bid situations through systematic account assessment, internal team communication, action planning and implementation and client interviews as appropriate.

Establish strong cross-functional relationships with operations, support, and resource teams (culinary, marketing, Elev8 Hospitality) to ensure regular communication and high execution levels of action plans.

Maintain detailed reports for assigned client facilities.

Training and Coaching

Provide coaching and training for operations on client retention and engagement skills. Lead the development, delivery, and training for DMs and above on various client-facing business resources, including :

Quarterly Business Reviews

Support client memos / newsletters as needed

Create and coordinate operational training sessions for DMs and above to enhance retention and engagement skills, improve service levels, and support ongoing development opportunities.

Recognize and address "red flags" for facilities and at-risk clients.

This role is pivotal in maintaining strong client relationships, driving satisfaction, and ensuring the successful execution of Eurest's retention strategies.

Tools needed for professional success in the role

Operational expertise

Project management skills

Excellent relationship-building skills, verbal and written skills

Creative problem-solving and negotiating effectively and influencing with all levels of associates and management

Impact and Influence; Emotional intelligence

Financial acumen

Contracted services operational acumen

Leadership presence

Holding self and others accountable

Strategic business thinking

Ability to manage all aspects of working independently without constant direct supervision

Leadership and project management skills with a proven ability to interact with and motivate others

Can prioritize workload and meet deadlines for a variety of client relation deliverables

Education and Technical Experience

The successful candidate will have a BS in Business Administration, Management, Food Science, Nutrition, Marketing, Culinary Arts or Hotel / Restaurant Management; MBA preferred

5 years of experience in Client Relationship Management, preferably in the contract food services industry

7-10 years of experience in restaurant or contract food services hands-on operation roles

Proficient with Microsoft Windows platform and Office Suite - especially PowerPoint

Work Environment :

• Extensive travel approximately 50% of the month

Apply to Eurest today!

Eurest is a member of Compass Group USA

Click here to Learn More about the Compass Story (http : / / www.compass-usa.com / our-story / )

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer : this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.

Eurest maintains a drug-free workplace.

Applications are accepted on an ongoing basis.

Associates at Eurest are offered many fantastic benefits.

Medical

Dental

Vision

Life Insurance / AD

Disability Insurance

Retirement Plan

Paid Time Off

Holiday Time Off (varies by site / state)

Associate Shopping Program

Health and Wellness Programs

Discount Marketplace

Identity Theft Protection

Pet Insurance

Commuter Benefits

Employee Assistance Program

Flexible Spending Accounts (FSAs)

Associates may also be eligible for paid and / or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here (https : / / www.compass-usa.com / wp-content / uploads / 2023 / 08 / 2023_WageTransparency_Eurest.pdf) for paid time off benefits information.

Salary : $110,000 - $140,000