Client Operations Specialist

Client Operations Specialist

Crafty's mission is to help companies craft better workplaces by providing the services and technology to deliver a modern, comprehensive food & beverage program for their employees, no matter where they work. After operating with a vertically integrated supply chain in Chicago and the Bay Area, our team launched a third party fulfillment model that has rapidly scaled our coverage into over 25 markets globally, in just a year's time.

At Crafty, we have a diverse, high-powered team, composed of folks in technology, supply chain operations, field operations, sales, account management, and more. Our workplace is dynamic, fast-paced, and just plain fun; we pride ourselves in having an amazing mix of humans who make up our team!

Crafty is seeking a Client Operations Specialist to deliver best-in-class experiences to clients in New York City. This individual will be the primary point of contact for a defined list of clients, engaging directly with them to ensure their food and beverage program is running the way they expect. Success in this role will be measured on operational quality, client happiness, client retention, client growth and client profitability.

This role is a salaried role within Crafty. This role supports multiple clients within the area and is hybrid out of our NYC office.

Required Qualifications:

• Client Obsessed
• Effective Communicator
• Operationally Sound
• Reliable
• Resilient
• Collaborative
• Autonomy
• Business Oriented

Ideal Experience:

• Proven experience managing and growing a book of business
• Demonstrated people management and leadership experience
• Background in Food & Beverage and/or Hospitality, with a strong understanding of what defines an exceptional food & beverage program
• Experience working in fast-growing, scaling companies; comfortable operating in a high-velocity environment, building SOPs, and adapting quickly to change

Don't meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.

Role Goals:

• Achieve 100% client retention annually (for at least 9 consecutive months) by delivering the best client experience through top-tier on-site operations, ensuring clients meet and exceed their goals, and completing the following initiatives:
• Initiative #1: Communication: Create open, transparent lines of client communication, cross-departmental communication through:
• Planning, scheduling, & leading (when applicable) all account management meetings with portfolio clients
• Ensuring all client emails are responded to within 24 hours
• Ensuring all client slack messages are responded to within 24 hours
• Are the point of contact for internal Crafty departments (tech, merchandising, recruiting, etc)
• Initiative #2: Budget maintenance: In partnership with all clients within your portfolio ultimately own P&L for your portfolio clients; ensuring budgets stay within the set monthly spend 100% of the time and meets the goal of maintaining a 15% product swap quarter over quarter.
• Initiative #3: Team Escalations: Build strong rapport with the clients so that you maintain less than 2 escalations at any one time.
• Initiative #4: Site health : Based on client site health surveys via hubspot, ensure all client sites maintain a neutral or positive position.

What we offer:

Our people mean everything to us. When you join Crafty, you're joining a team of passionate, smart people who work incredibly hard and have fun along the way.

We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events!

Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes.

Our compensation amount for this role is $70,000 - $80,000 + 15% incentive bonus. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above.

Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.