Field Support & Customer Relations Manager - Avendra International

Job Description

The Field Support & Customer Relations (FSCR) Manager maintains positive relationships with all Avendra customers, as well as local vendors, for a specified geographic area.  The FSCR 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. 

Candidates should be based in Charlotte or Raleigh, NC or Richmond, VA. 
 

Position Reports to Director of Field Support and Customer Relations  

COMPENSATION: The salary range for this position is $85,790.00 to $141,554.00. If both numbers are the same, that is the amount that Aramark expects to offer.  This is Aramark’s good faith and reasonable estimate of the compensation for this position as of the time of posting.

BENEFITS: Aramark offers comprehensive benefit programs and services for eligible employees including medical, dental, vision, and work/life resources.   Additional benefits may include retirement savings plans like 401(k) and paid days off such as parental leave and disability coverage.  Benefits vary by location and are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.  For more information about Aramark benefits, click here Aramark Careers - Benefits & Compensation. 

There is no predetermined application window for this position, the position will close once a qualified candidate is selected. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including, but not limited to, the Los Angeles County Fair Chance Ordinance for Employers, the California Fair Chance Act, and the San Francisco Fair Chance Ordinance to the extent that those laws apply to the opportunity.

Job Responsibilities

• Provide strategic supply chain consultative business reviews to executive teams at key customer locations in region
  • 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)
  • 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
  • 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 

• 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.

Qualifications

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  

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.

About Aramark

The 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.