Client Operations Manager

Crafty•San Francisco, CA

4d•Hybrid

About The Position

The Client Operations Manager I will deliver best-in-class experiences to clients in the Bay Area Market. 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, and client growth. This role is a salaried role within Crafty. This role supports multiple clients within San Francisco/the Bay and is hybrid out of our San Francisco office.

Requirements

Client Obsessed
Client Understanding: Proactively anticipates and responds to client needs and preferences, ensuring personalized and positive interactions.
Patience and Eagerness to Learn: Actively seeks feedback from clients, showing a strong desire to grow skills and improve service quality.
Proactive Service: Often identifies opportunities to surprise and delight clients with personalized and considerate service, going beyond basic expectations.
Effective Communicator
Interpersonal Communication: Establishes and maintains positive relationships with clients and team members by actively listening, showing empathy, and providing constructive feedback. Models effective client interaction techniques with tact and respect, fostering a collaborative environment.
Verbal Communication: Communicates information and instructions clearly and confidently to ensure mutual understanding. Delivers excellent customer service by providing clear explanations and addressing inquiries or concerns efficiently to meet client expectations.
Written Communication: Produces well-structured, clear, and concise written communications, including emails and documentation. Ensures accuracy and attention to detail in written interactions to maintain smooth operations and high client satisfaction.
Operationally Sound
Resource Optimization: Utilizes Crafty platform tools and data to optimize resource allocation, focusing on enhancing operational efficiency and mentoring team members in effective resource management techniques.
Workflow Design and Coordination: Designs and coordinates workflows to maximize efficiency and alignment with strategic objectives, ensuring smooth operational execution.
Proactive Issue Management: Proactively identifies and resolves operational challenges to maintain seamless daily operations. Capable of recognizing when issues require escalation to management for resolution.
Reliable
Accountability: Demonstrates a strong commitment to assigned tasks and responsibilities, ensuring timely and accurate completion. Takes ownership of tasks and holds oneself accountable for delivering quality results.
Time Management: Prioritizes tasks effectively to meet deadlines despite interruptions, demonstrating reliability and punctuality. Sets a positive example of time management and encourages team members to manage their time efficiently.
Consistency: Maintains consistent performance in meeting service standards and operational goals. Strives to exceed expectations in daily tasks, contributing to overall team success. Seeks opportunities to improve processes and enhance operational effectiveness.
Resilient
Adaptability: Seamlessly adapts to changes in product offerings, processes, and customer preferences for multiple clients within their portfolio.
Proactivity: Foresees potential challenges and addresses emerging issues before they affect operations.
Problem-solving: Finds creative solutions to complex problems.
Attitude and Perseverance: Exemplifies a positive and steadfast attitude during critical situations.
Ability to travel for Crafty when needed; sometimes out of market and sometimes out of country.
Collaborative
Team-oriented: Exhibit effective collaboration skills by working cross collaboratively with other departments to achieve common objectives. Actively engage in team discussions, contribute insights, and support team initiatives.
Feedback: Provide thoughtful feedback to peers and receive feedback positively in order to contribute to your growth in a collaborative setting that achieves shared objectives.
Autonomy
Ownership: Provides clear expectations, support, and guidance while encouraging independent decision-making and exploration of new approaches. Holds team accountable to set responsibilities and goals.
Continuous Improvement: Delegates tasks and projects appropriately, empowering team members to take ownership and identify opportunities for continuous improvement.
Business Oriented
Strategic Thinking: Aligns team activities with departmental objectives and understands how they contribute to the company's overall goals. Begins to identify opportunities to improve operational efficiency or client service within the existing framework.

Nice To Haves

Experience overseeing a book of business and driving measurable results.
A manager who knows how to recruit, develop, and retain top-tier talent.
Extensive F&B or Hospitality experience—you know exactly what a "great" program looks like and how to execute it.
Experience navigating the chaos of a scaling company; you’re comfortable drafting the blueprint (SOPs) while the house is being built.

Responsibilities

Deliver best-in-class experiences to clients.
Serve as the primary point of contact for a defined list of clients.
Engage directly with clients to ensure their food and beverage program is running as expected.
Proactively anticipate and respond to client needs and preferences.
Actively seek feedback from clients.
Identify opportunities to surprise and delight clients.
Communicate information and instructions clearly and confidently.
Deliver excellent customer service by providing clear explanations and addressing inquiries or concerns efficiently.
Produce well-structured, clear, and concise written communications.
Utilize Crafty platform tools and data to optimize resource allocation.
Design and coordinate workflows to maximize efficiency and alignment with strategic objectives.
Proactively identify and resolve operational challenges.
Demonstrate a strong commitment to assigned tasks and responsibilities.
Prioritize tasks effectively to meet deadlines.
Maintain consistent performance in meeting service standards and operational goals.
Adapt to changes in product offerings, processes, and customer preferences.
Foresee potential challenges and address emerging issues before they affect operations.
Find creative solutions to complex problems.
Exemplify a positive and steadfast attitude during critical situations.
Travel for Crafty when needed, sometimes out of market and sometimes out of country.
Work cross collaboratively with other departments to achieve common objectives.
Provide thoughtful feedback to peers and receive feedback positively.
Provide clear expectations, support, and guidance while encouraging independent decision-making.
Delegate tasks and projects appropriately.
Align team activities with departmental objectives and understand how they contribute to the company's overall goals.
Identify opportunities to improve operational efficiency or client service within the existing framework.
Maintain 93% annual dollar retention across all portfolio accounts.
Achieve 99% budget utilization across all portfolio accounts.
Complete quarterly onsite visits to all client sites to build relationships, assess site quality against the Crafty Standard, and deliver documented improvements from QC findings.
Leverage AI tools to streamline recurring admin tasks, reducing time spent on administrative work by at least 20%.