Job DescriptionThe Field Support & Customer Relations (FSCR) Senior Manager maintains positive relationships with all Avendra customers, as well as local vendors, for a specified geographic area. The FSCR Senior Manager is responsible for increasing customer satisfaction and program participation, solving problems, and implementing new programs with as ultimate goal to become a Trusted Advisor for our customers and grow revenues. This position also supports specific projects, as identified throughout the year, to increase personal organizational awareness and improve our go-to-market approach from a service and revenue perspective.Position sits in NY StateJob ResponsibilitiesPrimary Responsibilities
Maintain strong 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 Plan
Encourage 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 Suppliers to grow revenues
Be an advocate for the customers during contracting initiatives by balancing the overarching contracting philosophy and the customer service needs
Build and maintain local supplier relationships
Collaborate with the Regional SSCM Director to monitor supplier performance and hold vendors accountable on behalf of territory customers
Identify opportunities to grow Spend through new suppliers and/or new categories of suppliers
Manage 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 processes
Analyze customer activity, satisfaction and utilization of programs; identify non-participation and potential causes. Maximize participation with approved Avendra suppliers
Monitor success of newly rolled-out Customers for Spend ramp up and overall program satisfaction; work with the accounts where opportunities exist
Document 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 Customers
Secondary Responsibilities
Work on special projects as assigned (max 10% of time)
Provide internal support to other Avendra teams:
Regional SSCM: ensure alignment and support of any local contracting initiatives, e.g. RFATs, contract renewals, new initiatives
Quality Assurance: ensure alignment and utilize this resource as needed
Sales: participate, as needed, in complex Discoveries where local knowledge is required
Competencies
Strategic perspective and market focus
Innovation and championing change
Influencing others and result orientation
Prioritizing and allocating resources
Business acumen
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.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.Qualifications
Strong interpersonal and customer service skills; good presentation skills
Ability to bring customer and supplier together to demonstrate Avendra value proposition
Solid purchasing program, supply chain knowledge and/or hotel experience to be credible with customers and vendors
Strong analytical skills
Excellent problem resolution skills
The 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 requests
Demonstrated knowledge of the Lodging/Hospitality industry
Overnight Travel Requirements: Type: All modes of transportation, percentage 25-50%, length: 1-2 nightsYears of Relevant Experience: 8-10 years of experienceEducation Requirements: BS/BA in relevant field or equivalent years' experienceEducationAbout AramarkOur MissionRooted 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 AramarkThe 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 .
