Director, Customer Relations & Client Success

Location: based out of Mexico City (Remote)

Position Summary. The Director of Customer Relations and Client Success is responsible for the planning and execution of customer care and account management activities and strategies in Mexico. Among these responsibilities: (1) become a trusted advisor for our customers in the lodging/hospitality industry, (2) increase customer satisfaction and program participation, (3) develop and manage comprehensive business relationships with all Avendra customers and vendors, (4) collaborate with internal key state holders and customers, (5) manage a team of managers based in Mexico.

Position Reports to Vice President, Caribbean and Latin America

Number of direct reports: 3, located in Mexico

Primary Responsibilities

· Establish and maintain strong relationships with customers properties (e.g., hotels, golf clubs, restaurants, …) and corporate contacts in Mexico. Geographical area may change from time to time

o Ensure execution of Avendra's strategic value proposition for the client (headquarter) at the customer level (end-user) as per the client plan

o Encourage changes of customer's behavior; present value of Avendra supply chain resources in a consultative fashion; work with customer on converting from existing suppliers to Avendra contracted suppliers

o Be an advocate for the customers during contracting initiatives by balancing the overarching contracting philosophy and the customer service needs

· Build and maintain local supplier relationships

o Collaborate with the Strategic Sourcing Director and Managers to monitor supplier performance and hold vendors accountable on behalf of territory customers

o Identify opportunities to grow spend through new suppliers and/or new categories of suppliers

· Manage the process along with the Avendra HQ implementation team for new customer roll-out meetings, including customer/supplier conference calls, kick-off meetings and follow-up processes

· Analyze customer activity, satisfaction, and utilization of programs; identify non-participation and potential causes. Maximize participation with approved Avendra suppliers

o Monitor success of newly rolled-out customers for spend ramp up and overall program satisfaction; work with the accounts where opportunities exist

· Document customer/supplier communication in eRM, to include comprehensive call reports based on customer visits (e.g., people met with, discussion topics, savings identified, other information uncovered and thank you letters to customers)

· Provide leadership and supervision of field support and customer care managers in their respective areas and geographic regions, including setting goals, training/knowledge building, assistance with escalated issues, administrative oversight, and professional development

· Manage the accounts which are assigned to you as the Account Manager, (e.g., single units, and/or smaller clients)

Years of Relevant Experience. 10 or more years of experience

Education Requirements. BS/BA in relevant field or equivalent years' experience with education in supply chain, business, economics, or related field highly desired

Language Requirements.

· Full Professional Proficiency in Spanish: Able to use (speak, write, and read) the language fluently and accurately on all levels pertinent to professional needs.

· Full Professional Proficiency in English: Able to use (speak, write, and read) the language fluently and accurately on all levels pertinent to professional needs.