The Chief Relationship Manager (CRM) is the first point of contact for Fresh City Kitchen corporate clients, and is responsible for ensuring their satisfaction at the highest levels, while maximizing their relationship potential through a consultative, value-added approach. They are the voice and front line to our client’s day-to-day needs and requests. The CRM manages orders from clients and ensures their expectations are met and exceeded on every level – from order taking through delivery, food quality and presentation. The CRM is responsible for maximizing the value of Fresh City Kitchen’s client relationships, with the prime goal being long-term client loyalty. In conjunction with these responsibilities, the CRM is charged with maintaining a keen and deep product knowledge and ensuring 200% customer satisfaction. 

Major Role Responsibilities

RELATIONSHIP MANAGEMENT AND BUILDING CLIENT BASE

• Takes an active role in developing a frequent client base and vowing to do whatever necessary to ensure the return of every guest through the implementation of programs provided. 
• Spends part of every day getting to know clients, preferences and idiosyncrasies. finding out what is important to them, what they like and don’t like as well as learning about their position and their organization as a whole. 
• Foster strong relationships with key contacts at corporate client firms. 
• Capture and relay client feedback to Fresh City to ensure we are meeting client needs at every point in the process.
• Participates in developing creative ways to increase client counts through team collaboration  
• Coordination of client growth through the following actions: 
• Actively seek out new clients, set up meetings and tastings
• Offer samples of new menu items to key accounts 
• Follow up with inactive client accounts
• Respond to all incoming inquiries
• Prepare proposals / special menus
• Execute functions as needed

CLIENT ORDER MANAGEMENT

• Facilitate every client order with this consultative approach, offering a complete meal planning solution, applying extensive knowledge of Fresh City’s menu options. 
• Manage all aspects of each order for excellence, ensuring the restaurant and driver are well informed and prepared to meet the client’s expectations in every way.
• Confirm all details of catering order(s) the day prior. 
• Follow up with clients after every order to ensure needs were met and solicit additional business. 
• Resolve all problems, exceptions and issues to ensure clients are satisfied and would not hesitate to order from Fresh City again.

ADMINISTRATION

• Provide weekly sales plans to the management team. 
• Maintain all menus, change specials and other pages as necessary. 
• Ensure all CRM platforms are up to date with necessary information for best service to our clients 
• Participating in weekly sales coaching meetings
• Labels and organizes orders with the appropriate allergy and dietary information to ensure guests know what common allergens may be present in their meals. 

COMMUNICATION

• Proper communication to all clients as well as our operations & culinary teams.team 
• Enjoys talking to clients multiple times daily via inbound phone calls and emails.
•  Possesses a natural feel for the absolute right tone of communication when answering calls or responding to clients via email. Shows the ability to adjust to the context of a situation with the appropriate wording and empathy. 
• You are the company spokesperson emphasizing company goals, philosophies, values etc. to all clients.  
• Confident, kind, and honest. Never rude, pushy or condescending. Not scared to ask clients and team members for clarification to ensure accuracy. 

TECHNICAL SKILLS

• Thorough knowledge of all ordering and reporting systems and able to pull analysis reports, (i.e. MSI, Hubspot, Filemaker, RSP)
• Keen and in-depth knowledge of all menu options and product offerings. 
• Understanding of our accounting and invoice systems so as to be able to answer questions to clients 

QUALIFICATIONS

• 2 years of experience in a relationship management position
• Familiarity with the catering/restaurant industry .
• Growth and flexibility mindset. We take on a growth mindset in our personal and professional lives. Things can change rapidly & without notice and team members must be able to thrive in these types of conditions. 
• You are an extremely detail-oriented person.
• The ability to effectively interact with and work through details with clients & other team members using excellent communication skills. 
• Possesses a strong desire to deeply & effectively listen to others
• Strong experience with the Google Suite of applications, including a high efficiency with spreadsheets, as well as some Microsoft Office applications.