Client Operations Specialist, Crafty
$70-80k
+ 15% incentive bonus
Food and drink management platform for offices
Open for applications
Food and drink management platform for offices
201-500 employees
Open for applications
$70-80k
+ 15% incentive bonus
201-500 employees
Company mission
To have a positive impact on everyone we work with: our clients, employees, partners, and community.
Role
Who you are
- 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
- 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
- Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role
What the job involves
- 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
- Role Goals:
- Goal: Achieve 100% client retention annually (for at least 9 consecutive months) by delivering the best client experience through top-tier on-site operations, ensuring clients meet and exceed their goals, and completing the following initiatives:
- Initiative #1: Communication: Create open, transparent lines of client communication, cross-departmental communication through:
- Planning, scheduling, & leading (when applicable) all account management meetings with portfolio clients
- Ensuring all client emails are responded to within 24 hours
- Ensuring all client slack messages are responded to within 24 hours
- Are the point of contact for internal Crafty departments (tech, merchandising, recruiting, etc)
- Initiative #2: Budget maintenance: In partnership with all clients within your portfolio****ultimately own P&L for your portfolio clients; ensuring budgets stay within the set monthly spend 100% of the time and meets the goal of maintaining a 15% product swap quarter over quarter
- Initiative #3: Team Escalations: Build strong rapport with the clients so that you maintain less than 2 escalations at any one time
- Initiative #4: Site health: Based on client site health surveys via hubspot, ensure all client sites maintain a neutral or positive position
Our take
Crafty aims to put that awkward chat as you make coffee in the office kitchen a thing of the past, with its platform to spice up and manage your office food and drink supplies.
At its core, the idea is simple. Crafty delivers all your food and drink to all your offices, and puts your budgets and data for everything in one place. A simple, but surprisingly unique idea. Where it excels, however, is in its range of kitchen-related services on the platform. The platform adapts to remote and hybrid working models, with food boxes for at-home employees or ‘Crafty Credit’ for the WFH-ers to order supplies for themselves. Need to cater a lunch? Crafty links you up with local suppliers. It even offers to set up and run a mini coffee shop station inside your office.
Crafty has cornered a gap in the market, particularly with its provisions for the burgeoning number of businesses adopting remote or hybrid working. It’s made clients of companies like PayPal, Yelp, and Duolingo, and its 2024 fundraising is focused on accelerating platform development and market penetration.
Steph
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2024
$8.7m
EARLY VC
Apr 2022
$10m
SERIES A
Total funding: $23.4m
Company benefits
- Healthcare plan to cover health, dental, and vision plans
- 401k
- Paid time off
- Equipment certification courses
- Parental leave
- And, it goes without saying, but snacks, beverages, and fun Crafty events are a part of that!
Company HQ
Chicago Loop, Chicago, IL
Leadership
Nathan Rosenstock
(Co-Founder & CEO)Former Management Consultant at McKinsey.
Chris Ritter
(Co-Founder & COO)Previously a Soccer Player, and worked as Technical Committee and Player Advisor at FIFPro.
Jimmy Paul
(Co-Founder & CTO)Formerly Lead Software Engineer at Yello.co and Co-director of Arts & Craft Beer.
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