• Avendra - Field Support & Customer Relations Manager

    Location CA-BC-Vancouver
    Posted Date 2 months ago(8/29/2019 3:42 PM)
  • Overview

    About Avendra 


    About Aramark
    Aramark (NYSE: ARMK) proudly serves Fortune 500 companies, world champion sports teams, state-of-the-art healthcare providers, the world’s leading educational institutions, iconic destinations and cultural attractions, and numerous municipalities in 19 countries around the world.  Our 270,000 team members deliver experiences that enrich and nourish millions of lives every day through innovative services in food, facilities management and uniforms. We operate our business with social responsibility, focusing on initiatives that support our diverse workforce, advance consumer health and wellness, protect our environment, and strengthen our communities.  Aramark is recognized as one of the World’s Most Admired Companies by FORTUNE, as well as an employer of choice by the Human Rights Campaign and DiversityInc. Learn more at www.aramark.com or connect with us on Facebook and Twitter.




    Position Summary.   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.


    This will be a home office base position and the person can be located anywhere in Western Canada.


    Primary 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
      • 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

    • 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


     ACL 123




    Role Requirements

    • 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  


    Please note all candidates considered for hire will be required to successfully pass a criminal background check. Accommodations for job applicants with disabilities are available upon request.


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