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Client Operations Director

3 months ago

Reston, United States Thompson Hospitality Corporation Full time

Overview:
The Director position offers an opportunity to oversee the coffee, snacks and beverage program for a Compass national client. The position will be responsible for the oversight of the on-site market/coffee strategy and execution on the clients’ campus, including business strategy, experience strategy and operational optimization. Most importantly, the Director will be tasked with driving strategy and identifying opportunities to improve service across all qualitative and quantitative metrics. In this role, the Director will work with Compass One and Canteen One and collaborate with senior leadership across Compass Group NA. The position is responsible for developing and maintaining strong relationships with our clients and delivering an unparalleled guest experience.

**Responsibilities**:
**Essential Functions**:
**Strategic Planning/Organizational Excellence**:

- Define program strategy, scope, goals and deliverables that support client’s objectives in collaboration with senior executives and field operations.
- Assist senior leadership on developing plans to move the departments forward
- Increase team's accountability, develop and implement best practices, properly handle industry needs and effectively handles change management.

**Manage** **Client Relationships**:

- Establish and maintain senior client relationships.
- Establish appropriate communication level with clients to enable effective implementation and joint monitoring of the contract.
- Build network within the appropriate Compass Sectors to enhance the business performance of the client.
- Manage all aspects of the contract to ensure compliance and that all necessary adjustments are made from the Client and Compass standpoint.
- Ensure that newly developed concepts, latest technology and methods are utilized to the client’s best advantage.
- Provide support service consultation to maximize level of service, quality and to help clients reduce their costs.
- Solve as expeditiously as possible any problem and solve any Client dissatisfaction issues.
- Prepare ad hoc analyses for client reviews and presentations.
- Conducts account reviews with appropriate client/Compass Group management

**Maximize Business Growth & Retention**:

- Implementation of a Strategic Account Plan for the business, to ensure client and Compass objectives are achieved in terms of contractual obligations as well as revenue growth, profitability and the implementation of relevant retention strategies that ensure the existing business is maintained. This all will serve as ongoing action plan.
- Ensure smooth implementation of any new sites or services where appropriate.
- Coordinate the implementation of the Client Program with appropriate Canteen One team.
- Facilitate existing and new business proformas and overall financial summary of business
- Lead in developing account retention strategies with client senior management to highlight program results, benchmarks and key expense trends.

**Achieve the Financial Targets**:

- Joint accountability for the financial targets set for the business / account(s) both in growth as well as achievement of the “bottom line.”
- Ensure achievement of Group financial requirements.
- Ensure achievement of client financial requirements.
- ** Additional/Other Non-essential Functio**n**s**
- Recommend and lead change improvements and financial opportunities on behalf of Client and/or Canteen One.
- Serve as a lead on technology/innovation/industry trends.

**Accountabilities**:

- Contract growth and retention.
- Execution of contractual obligations.
- Maintaining client relations and ensure Compass Group relationships are sound.
- Achieve goals measured by KPIs.
- Serve as a team lead on initiatives, strategy, key accounts

**Supervisory Responsibility: Direct and Indirect**:

- This position is highly independent and requires mínimal supervision.
- This position manages and oversees multiple direct reports including but not limited to Account Coordinators and Client Services Managers.

**Level of Analytical Thinking and Problem Solving Required**:

- This position requires a high level of analytical and problem solving skills, and must be able to define problems, gather data, establish facts, research possible solutions and draw viable conclusions.

**Level of Judgment and Decision Making Required**:

- This position is expected to make decisions regarding maintaining customer satisfaction, determining proper service levels, determining action plans, identifying pitfalls/roadblocks, assessing vending/pantry/office coffee programs and developing financial expectations for the businesses.
- This position is expected to make recommendations regarding corrective action plans/efficiencies/procedures, communicate customer expectations and issues, pricing recommendations, and present solutions to Canteen One and Compass leadership.

**Major Challenge(s)****:

- Influence and implement recommended changes to products, p