Customer Service Experience Manager

 

Position Title: Customer Experience Manager 

Salary  $95,000 - $105,000 / year

This role will be based at business site locations in Boise, Idaho or San Jose, CA. 

Travel required to various client accounts. 

 

The key mission of this position will be to enhance the image of Client Foodservices through marketing plan development and execution, which includes communications and advertising strategies.  Responsible to implement service standards and promote a culture of exceptional customer service throughout their area of responsibility. Coordinates or facilitates training for salaried and hourly associates on customer service performance standards, processes, and initiatives to create a culture of service excellence for all customer groups – guests, clients, retail visitors, catering, and fellow associates throughout the organization.  Responsible for conceptualizing, developing, and implementing a regional marketing and communications strategy. Key responsibilities include leading the marketing strategy for the Micron Portfolio, driving the Micron brand and standards, implementing retail innovations and marketing and promotional materials, publications, and support collateral such as brochures, advertisements, custom presentations, proposals, and other special projects as needed. 

 

 

Job Summary

Acts as liaison between Compass Group and Micron representatives.
Maintain dining website and ensure accurate and timely information of all marketing programs, menus, hours, photos of events, local promotions, etc.
Interact with customers in various forms (email, TEAMS, etc) and resolve customer concerns
Create and manage relationships with the local team(s) and communications leaders within Micron.
Checks to ensure that all display foods are merchandised attractively per standards
Develop and Execute a Guest Satisfaction Feedback Forum.  Track results and report as requested
Implement Cafe surveys and utilize the client-approved system to improve guest communication.
Create a Culture of Hospitality and ensure trackable programming is conducted in units regularly.
Events are coordinated daily for guest and vendor(local) engagement.
Coordinate Associate Recognition Programs, Contests, and HERO Awards.
Collaborates with client marketing, communication, and branding department
Implement programs for the portfolio to increase Micron Foodservice awareness to the brand and drive participation
Drive Compass and Micron brand identity guidelines and standards throughout the region
Coordinate local efforts with corporate merchandising, marketing initiatives, and event planning
Coordinate, design, and develop advertising and POS collateral.
Plan and implement promotional efforts with vendors. 
Oversee development and updating of marketing guides, dining services brochures and other related publications and materials
Develop strategic marketing plan for the Foodservice portfolio.
Develop a marketing strategy with local operations teams and leadership on dining offerings and marketing plans for sales and rebid presentations
Collaborate with support functions and corporate departments to improve processes, materials, procurement, and methodology
Ensure goals are achieved within an established budget

Qualifications

BS degree in marketing or hospitality management or equivalent years of experience. Minimum of seven (7) years of experience in the Marketing field and Graphic Design. Experience and/or knowledge of the Hospitality,
Technical proficiency in graphic design platforms, Powerpoint, Canva, Adobe, and InDesign preferred. 
Foodservice and/or Public Relations industries is strongly preferred. Knowledge of merchandising and sales. Visual merchandising background is a plus.
Able to communicate effectively within multiple levels of an organization
English reading, writing, math, and computer skills required
Travel is essential for this position a minimum of 60% of the time

Apply to Eurest today!

Eurest is a member of Compass Group USA

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Compass Group is an equal opportunity employer.  At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustiv