Field Support & Customer Relations Manager – Avendra

Job Description

Field Support & Customer Relations Manager – Avendra

The Field Support & Customer Relations (FSCR) Manager maintains positive relationships with all Avendra customers and local vendors for a specified geographic area.  The FSCR Manager is responsible for increasing customer satisfaction, program participation, solving problems, and implementing new programs with the ultimate goal of becoming a Trusted Advisor for our customers.

Position Reports to Director of FSCR

This position is remote with travel. Candidates must be based out of the San Francisco, CA area. 

Job Responsibilities

Primary Responsibilities

Field Support & Customer Relations Manager – Avendra

•    Provide strategic supply chain consultative business reviews to executive teams at customer locations in their territory
o    Comfort level analyzing and strategically presenting reports and program information at the executive level
•    Maintain strong relationships with customers, e.g. hotels, golf clubs, restaurants, in a specified geographic area (territory)
o    Ensure execution of Avendra’s strategic value proposition for the Client (headquarters) and at the customer level (end-user) as per the Client Plan
o    Encourage change of customer’s behavior to drive positive results; present value of Avendra supply chain resources in a consultative fashion; work with customer on converting from existing suppliers to Avendra Contracted Suppliers
o    Be an advocate for the customers during contracting initiatives by balancing the overarching contracting philosophy and the customer’s service needs
•    Build and maintain local supplier relationships
o    Collaborate with the Regional SSCM Director to monitor supplier performance and hold vendors accountable on behalf of customers
o    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 process
o    Monitor success of newly rolled-out Customers for Spend ramp up and overall program satisfaction; work with the customers where alignment opportunities exist
•    Analyze customer activity, satisfaction, and utilization of programs; identify non-participation and potential causes. Maximize participation with approved Avendra suppliers
•    Document FSCR/Customer/Supplier communication in eRM, including comprehensive call reports based on customer visits (e.g. leaders met with, discussion topics, savings identified, other action items)

Field Support & Customer Relations Manager – Avendra

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:
o    Regional SSCM: ensure alignment and support of any local contracting initiatives, e.g. RFATs, contract renewals, new initiatives
o    Quality Assurance: ensure alignment and utilize this resource as needed
o    Sales: participate, as needed, in complex Discoveries where local knowledge is required

Primary Competencies  

Field Support & Customer Relations Manager – Avendra

•    Functional/Technical Skills
•    Planning and Organization
•    Problem Solving & Analytical Skills
•    Relationship Building
•    Influencing Others (P3 and above)
•    Business Acumen (P3 and above)

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/home office setting and requires customer meetings.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Field Support & Customer Relations Manager – Avendra

Qualifications

Physical Demands. This is largely a sedentary role with some light lifting of files possibly needed.
•    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 nights

Years of Relevant Experience.   8-10 years of experience

Education Requirements.   BS/BA in relevant field or equivalent years’ experience

Field Support & Customer Relations Manager – Avendra

About Aramark

Our 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.