Manager, Field Support & Customer Relations

Position located in Riviera Maya, QROO Mexico

Position Summary. The Field Support & Customer Relations (FSCR) Manager maintains positive relationships with all Avendra customers, as well as local vendors, for a specified geographic area.

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 Avendra customers and vendors, (4) implement new programs, (5) collaborate with internal key state holders and customers.

Position Reports to Director, Customer Relations & Client Success

Primary Responsibilities

· Establish and maintain strong relationships with customers properties (e.g., hotels, golf clubs, restaurants, …) and corporate contacts in the state of Quintana Roo. 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)

Secondary Responsibilities

· As appropriate, manage the accounts which are assigned to you as the Account Manager, i.e. single units, and/or smaller Clients

· Provide internal support to other Avendra teams:

o Sourcing: ensure alignment and support of any local contracting initiatives, contract renewals, new initiatives

o Quality Assurance: ensure alignment and utilize this resource as needed

o Sales: participate, as needed, in complex Discoveries where local knowledge is required

Primary Competencies

· Influencing Others

· Business Acumen

· Functional/Technical Skills

· Planning and Organization

· Problem Solving & Analytical Skills

· Relationship Building

Role Requirements

· Strong interpersonal and customer service skills; good presentation skills

· Ability to bring customer and supplier together to demonstrate Avendra value proposition

· Solid purchasing program, supply chain knowledge and/or hotel experience to be credible with customers and vendors

· Strong analytical skills

· Excellent problem resolution skills

· The ability to work independently with a flexible schedule; being able to prioritize multiple projects and requirements to include customer visits, follow-up work, formal documentation of the accomplishments and internal support requests

· Demonstrated knowledge of the Lodging/Hospitality industry

Overnight Travel Requirements. Type: All modes of transportation, percentage 20%-30%, length: 1-2 nights. Candidate must have a valid passport to travel abroad (mainly United States)

Years of Relevant Experience. 8-10 years of experience

Education Requirements. BS/BA in relevant field or equivalent years' experience

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

Other Requirements. Candidate must be able to work legally in Mexico

Other Duties. Please note this role description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice