Full-Time Program Manager
Job Description
Title: Program Manager, Tradecraft
Department: Partnerships & Retail Experience
Reports into: National Account Director at Tradecraft and VP of Customer Experience at Canteen
Located In: New York City
Company Mission:
To be the leader in delivering innovative and transformational craft coffee, specialty tea and beverage experiences to our business partners.
Company Brief:
We are Tradecraft Outfitters – leaders in delivering transformative craft coffee and tea experiences to restaurants, hotels, cafes, specialty grocers, foodservice operators, and offices. We bring choice and create experiences in the craft coffee and tea space by working with the best roasters and tea companies to deliver quality, innovation, performance, and dependability. We value authenticity, local culture, people, craft, kindness and the inherent beauty of coffee and tea. We are a one-stop solution providing craft coffee and tea with the equipment, training, service, and accessories needed to deliver memorable experiences.
Job Brief:
The Key Account Program Manager role will uphold Tradecraft’s vision to provide our customers with the tools to create a successful coffee program through education, hands-on training, and continuous support. The immediate goal will be to support our strategic client utilizing your subject matter expertise within specialty coffee and tea. Additionally, you will provide immersive assistance with program enhancements which includes ongoing education and quality improvements. This position will work closely and dual report to the National Program Director at Tradecraft and the VP of Customer Experience at Coffee Distributing Corp. (CDC), the largest Canteen branch. You will work with our partners and other program and account managers to create a program based on industry trends, client engagement, and education, to ensure client retention. This role will work in tandem with the Education Department and Operations team to execute on program goals, facilitate training, and support operations in executing a high-level coffee and tea program.
Key Responsibilities:
• Ongoing training and education for support staff.
• Work with the Director of Education and National Account Director at Tradecraft and client to create an ongoing employee engagement program focused on coffee, tea, and innovative product education.
• Improve the user experience through hands on training with baristas, attendants, and management. Seek to improve work-flow through education, utilizing innovative tools, and technology.
• Serves as the single point of contact for Tradecraft for the client, brand, and sector partners.
• Ensures the ordering process is executed properly and operational training is sufficient for both client and the local branches.
• Manage the coffee ordering menus, product availability, and price book.
• Support and engage with our local and national roaster partnerships.
• Provide reports to on-site contacts and key national stakeholders regarding order status, problem resolution, and ongoing operational execution for the program.
• Supports the ongoing program development, with insight on the leading trends in the food and beverage industry, utilizing this knowledge to keep the menu offerings unique and in line with both the brand partner and industry trends.
• Maintain a regular presence at the client site checking in with the contacts, perform quality checks, at regular intervals with the cafés to ensure any issues are resolved in a timely fashion.
• Works with the onsite service technicians to ensure all equipment maintenance, including emergency repairs and preventative maintenance, is executed at the highest level. Manage assets using field management software and invoice accordingly.
• Responsible for supporting regional growth, retention, and profitability.
Qualifications:
• Ideal candidate is positive, thoughtful, inspiring, and thorough.
• Enjoys drinking coffee.
• Located in the New York metro region.
• Three years minimum barista experience in the specialty coffee industry and store management or coffee roasting experience preferred.
• Effective communication skills with both internal and external stakeholders.
• Technical aptitude for commercial espresso machines, coffee machines, coffee brewers, coffee grinders and water systems.
• Able to work in an energetic and diverse environment at a large tech company with various locations and work well with various teams and sectors of business within the food and hospitality industry.
• Ability to act as a Brand Ambassador for all of Tradecraft and Canteen products and services.
• A self-motivated and proactive candidate with relationship management skills, and an openness to receive and deliver thoughtful feedback.
• A growth mindset and disruptive thinking, with a passion for reaching solutions within a complex and evolving market, and for helping clients to take their coffee and tea programs to the next level.
• Ability to pull and analyze sales reports.
• Ability to read financial statements and tie strategy/actions to financial performance.
• Ability to achieve subject matter expertise and strong desire for continuous learning.
Benefits:
Associates at Canteen are offered many fantastic benefits.
Both full-time and part-time positions offer the following benefits to associates:
• Retirement Plan
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Voluntary Benefits, including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program
In addition, full-time positions also offer the following benefits to associates:
• Medical
• Dental
• Vision
• Life Insurance/AD
• Disability Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
Key Performance Indicators
● First Time Fix Rate: ≥ 95%
● Service Repair Quality: ≥ 97%
● Avg Mins per Service Job: ≤60mins
● Net Promoter Score: 98% or 4.5 rating (based on format)
Position: Program Manager (CSM)
FLSA Status: Salary Non-exempt
Schedule: Weekdays at client work location
Location: 111 8th Ave, New York, New York
Pay Range
• $70,000 – $73,000 annual salary.
• Incentive bonus structure offered.
About Compass Group: Achieving leadership in the foodservice industry
Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.
Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. *Los Angeles applicants: Compass Group will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box ordinance).
How to Apply
Please send resume and cover letter to dcook@tradecraft.me684 total views, 1 today
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