DIRECTOR OF OPERATIONAL PERFORMANCE & SUCCESS

Compass Group•Charlotte, NC

10d•$130,000 - $150,000•Remote

About The Position

As the leader in business and industry dining, Eurest is the company to join if you want a rewarding career packed with limitless opportunities. We feed the employees of the nation's largest and most-prestigious companies -- in every state and across all industries. As a member of Eurest's leadership and professional support team, you will help our 16,000 chefs, and in-unit associates excel as they deliver world-class meals in corporate cafes and executive dining rooms with on-site catering through vending innovations and more. Our company is innovative, high performing and fast growing. Our teammates are enthusiastic, committed to quality and thrive on consistently delivering unparalleled results. And did we mention we work with exciting companies and at interesting locations? Come grow your career with Eurest. This position is eligible for an Employee Referral Bonus! If you know someone that is qualified for this role, please use the ‘job search’ in PeopleHub to refer your referral and email them a link to apply. Your referral will be able to apply by clicking the link in the email. You can check the status through your profile, accessible via Careers in PeopleHub, by clicking on ‘referral tracking.’ For Employee Referral guidelines, FAQs and the Compass Employee Referral Policy, email [email protected]. Job SummaryThe Director of Operational Performance and Success is responsible for driving the retention effort for priority Eurest accounts by fostering strong internal collaboration and ensuring high levels operational excellence; they are responsible for the on-site Fresh Eyes, including arranging, managing, and engaging in Fresh Eyes events. The Director of Operational Performance and Success will create and support field strategies to optimize contract renewals. Facilitating internal processes for analyzing client feedback and providing actionable insights to enhance service delivery and drive business growth are components of this role. This role focuses on supporting contracts by proactively engaging with the operations, culinary, marketing, and the Elev8 Hospitality team to anticipate, address and deliver client needs. Success in this position requires excellent problem-solving skills, communication skills, strong interpersonal abilities, and a commitment to exceeding client retention objectives, ensuring a 95%+ annual client retention rate. Please note - this is a remote based role, demanding regular air travel (60-70%).

Requirements

Operational expertise - multi-site portfolio experience is a must
Project management skills
Excellent relationship-building skills, verbal and written skills
Creative problem-solving and negotiating effectively and influencing with all levels of associates and management
Impact and Influence; Emotional intelligence
Financial acumen
Contracted services operational acumen
Holding self and others accountable
Strategic business thinking
Ability to manage all aspects of working independently without constant direct supervision
Leadership and project management skills with a proven ability to interact with and motivate others

Responsibilities

Develop and manage ‘Fresh Eyes’ site visits from observation to action plan development and implementation in conjunction with operations, Division culinary and marketing leads and the Elev8 Hospitality team.
‘Fresh Eyes’ process requires a hands-on approach with a strategic sight to be successful.
Working with CMO and Senior Leadership team with clear site on what contracts are coming out to bid within 2 years and targeting accounts that are coming up for rebid.
Assess client needs through data, E15, surveys and feedback from the operational team.
Support facility reviews with senior leadership to identify at-risk locations, including a review of financials, strategic business reviews (SBRs), voice of customer and E15 data and client correspondence.
Analyze data to recommend actions that enhance client value and satisfaction.
Communicate effectively with Eurest senior leaders through in-person meetings, telephone, and electronic correspondence.
Develop contract extension and renewal strategies to preempt competitive bid situations through systematic account assessment, internal team communication, action planning and implementation.
Establish strong cross-functional relationships with operations, support, and resource teams (culinary, marketing, Elev8 Hospitality) to ensure regular communication and high execution levels of action plans.
Provide coaching and training for operations on client retention and engagement skills. Lead the development, delivery, and training for DMs and above on various client-facing business resources.