Field Support & Customer Relations Manager Remote

The Field Support & Customer Relations (FSCR) Manager maintains positive relationships with all Avendra customers and local vendors for a specified geographic area, for this particular role that area is Northern California.  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. The target market for this role is San Jose/Stockton/Modesto. The ideal candidate with live ~75mi location radius from these areas for easy travel.

COMPENSATION: The salary range for this position ranges from $90,000 to $125,000 depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors. Additional compensation may include a bonus or commission (if relevant). This is Aramark’s good faith and reasonable estimate of the range of compensation for this position as of the time of posting.

If hired, employee will be in an “at-will position” and Aramark reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time AND FOR ANY REASON, including, BUT NOT LIMITED TO for reasons related to individual performance, Aramark or individual department/team performance, and market factors.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Primary Responsibilities

• Provide strategic supply chain consultative business reviews to executive teams at customer locations in their territory
• 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 (headquarters) and at the customer level (end-user) as per the Client Plan
• 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
• 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
• Collaborate with the Regional SSCM Director to monitor supplier performance and hold vendors accountable on behalf of 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 process
• 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)
  
  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:
• 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
  
  Primary Competencies  
  •    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. 

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