Client Operations Specialist

Crafty•New York, NY

13d•$70,000 - $80,000•Hybrid

About The Position

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.

Requirements

Client Obsessed
Client Understanding: Proactively anticipates and responds to complex client needs and preferences, ensuring exceptional and personalized interactions.
Patience and Eagerness to Learn: Actively seeks and implements feedback to drive continuous improvement in service quality, mentoring others in this approach.
Proactive Service: Consistently goes above and beyond to create memorable client experiences by anticipating client needs and addressing them before being asked.
Interpersonal Communication: Builds and maintains strong relationships with clients and co-workers through active listening, empathy, and constructive feedback. Establishes authority and credibility by handling client interactions with tact and respect, fostering a collaborative and supportive environment.
Verbal Communication: Clearly and confidently articulates information and instructions, ensuring thorough mutual understanding. Delivers exceptional customer service, provides detailed explanations, and addresses inquiries or concerns promptly and effectively to exceed client expectations.
Written Communication: Produces clear, concise, and expertly structured written communications, including comprehensive emails, and documentation.
Resource Management: Uses tools and data (from the Crafty platform) to manage resources that enhance operational efficiency and effectiveness.
Workflow Coordination: Designs and optimizes workflows to achieve maximum efficiency and alignment with strategic goals.
Proactive Challenge Resolution: Proactively identifies, analyzes, and resolves operational challenges to ensure seamless day-to-day functions. Recognizes when to escalate to management.
Accountability: Demonstrates a strong work ethic, readily takes on additional responsibilities, and holds themselves accountable for results. Consistently delivers high-quality results and effectively manages priorities to meet deadlines.
Time Management: Excels in time management by efficiently prioritizing and completing tasks on schedule, even with frequent interruptions. Models punctuality and reliability for peers by consistently being on time and prepared for shifts. Sets a standard within the team, encouraging and motivating others to follow suit.
Consistency: Consistently exceeds service standards, delivering high-quality work that enhances overall operational effectiveness. Builds strong client relationships through consistent and exceptional service.
Adaptability: Comfortable with adapting to major changes in strategy, operations, and market conditions.
Proactivity: Foresees potential challenges and implements preemptive measures to mitigate them.
Problem-solving: Develops and implements innovative solutions to complex problems. Demonstrates strong business acumen by surfacing hard and potentially difficult decisions, by escalating difficult situations to management as needed.
Attitude and Perseverance: Exemplifies a positive and steadfast attitude during critical situations to maintain high performance.
Team-oriented: Demonstrate strong collaboration skills by contributing to team efforts and fostering a collaborative environment. Effectively coordinates with cross-functional teams to achieve departmental goals and improve operational efficiency.
Feedback: Provides constructive feedback to their leaders and peers and incorporates feedback received to enhance team performance and contribute to achieving shared objectives.
Ownership: Exhibits complete ownership over tasks and areas, mentors peers in best practices, and fosters a culture of high-quality work and attention to detail.
Continuous Improvement: Embrace a culture of innovation. Serves as a subject matter expert and thought leader in order to align with the team on objectives with organizational goals and champions continuous improvement.
Strategic Thinking: Translates company goals into actionable plans that drive profitability and client satisfaction for the client operations team. Proactively identifies and implements strategic initiatives to optimize performance and achieve business objectives.

Nice To Haves

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

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.
Manage and grow a book of business.
Ensure operational quality, client happiness, client retention, client growth, and client profitability.
Plan, schedule, and lead account management meetings with portfolio clients.
Respond to all client emails within 24 hours.
Respond to all client Slack messages within 24 hours.
Serve as the point of contact for internal Crafty departments (tech, merchandising, recruiting, etc.).
Own P&L for portfolio clients, ensuring budgets stay within set monthly spend 100% of the time.
Maintain a 15% product swap quarter over quarter.
Maintain less than 2 escalations at any one time.
Ensure all client sites maintain a neutral or positive position based on client site health surveys.
Translate company goals into actionable plans that drive profitability and client satisfaction.
Implement strategic initiatives to optimize performance and achieve business objectives.