Customer Experience Leader – DTC Home Meal Replacement Brand

My client is a subscription-based meal delivery service, is looking to expand its Marketing & Development team. Although their kitchen is in Upstate, New York, this opportunity is remote–the east coast time zone is a must.

This Brand is all about real food, made simple. Healthy, chef-prepared, 100% real meals that save you time, reduce food waste, and are farm fresh. The meals are vacuum-packed into food-safe, recyclable pouches to lock in the freshness, flavors, and nutrients of never-processed non-GMO ingredients. We are seeking enthusiastic talent interested in working in a fast-paced and rapidly growing environment.

We are looking for a Leader of our Customer Experience team — moving us from a service center to a sales and retention center. We want someone who has no desire to go along with the status quo and, instead, pushes themselves and others to challenge, reimagine, optimize, and innovate. This is the ideal position for someone ready to move to the next level in their career …. build the position into a critical part of the business operation.

What the Role Involves

- Manage, scale, and empower your team of Customer Experience professionals
- Own the expansion and retention of our client base throughout the customer lifecycle
- Oversee continued development of our success strategy and its execution
- Manage all customer success activities including onboarding, training/education, renewals, and customer advocacy
- Interface collaboratively with Marketing, Product, and Development leaders
- Develop Customer Experience playbooks & touchpoints
- Measure and improve Customer Experience effectiveness by defining and executing on operational metrics
- Define and monitor successful client adoption and usage of our product

Ideally, You Have

- 8+ years experience working in the direct-to-consumer space
- 4+ years in leading, scaling, and mentoring a customer experience team in the direct-to-consumer space, preferably in a high growth subscription environment
- Proven track record of coaching and mentoring high-performance teams
- You are obsessed with client value delivery, retention, onboarding, and activation
- Demonstrated desire for continuous learning and improvement
- Analytical and process-oriented mindset
- Experience in working with development teams to automate reporting, analysis, and data capture
- Comfortable working with CRM tools such as ZenDesk or Zoho
- Expert in the use of Excel or Google Sheets
- Success in managing remote teammates

Compensation and benefits

- This position is an “at-will”, full-time, salaried, exempt position. The salary will depend upon the candidate’s relevant experience
- Competitive benefits are available – medical, dental, vision, life, disability, and 401k. Unlimited vacation policy. Sick time policy.

Location

- We work in the East Coast Time Zone. Looking for US east coast-based teammates.

This is an “At Will” full-time salaried, exempt position. Medical, dental, and other benefits at a competitive cost. 401k available after 90 days. Sick time and unlimited vacation plan.

The Brand. is an equal opportunity employer. We value a diverse workforce and an inclusive culture. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.

This document is presented to you in confidence. All communication, whether written, oral or electronic should be addressed to:

Jim Weber, President
New Century Dynamics Executive Search

James E. Weber, President
New Century Dynamics Executive Search
9370 Stoney Ridge Ln.
Johns Creek, GA 30022

Tel. 770-649-7051; Cell 770-354-2817;

e-mail; jimweber@newcenturydynamics.com

June 15, 2021June 15, 2021

COO Search – Social Media Startup

Overview

The COO has overall responsibility for the operations and that financial targets are achieved. This includes the planning, organizing, direction, and control of the company. The COO is responsible for ensuring that company standards for customer service, sales growth, and profit margins are achieved.

The COO role is a key member of the senior management team, reporting only to the Chief Executive Officer (CEO). You will have to maintain control of diverse business operations, so we expect you to be an experienced and efficient leader. If you also have excellent people skills, business acumen, and exemplary work ethics, we would like to meet you.

The goal of the COO position is to secure the functionality of the business to drive extensive and sustainable growth.

COO responsibilities include:

- Designing and implementing business operations
- Establishing policies that promote company culture and vision.
- Overseeing operations of the company and the work of executives

Responsibilities

- Oversee daily operations of the company and the work of executives (IT, Marketing, Sales, Finance, etc.)
- Assist Senior Leadership in developing business strategies, plans, procedures, and annual budget.
- Ensure that the company maintains a viable Marketing Strategy, supported by plans to achieve company objectives.
- Set comprehensive goals for performance and growth.
- Foster a corporate culture that promotes ethical practices, customer focus and service, and encourages individual integrity.
- Maintain a positive, ethical climate that attracts high-caliber talent.
- Lead employees to encourage maximum performance and dedication.
- Ensure that annual performance evaluations are completed for all employees.
- Evaluate company performance against established metrics, with particular emphasis on customer acquisition and retention, revenue growth, and cash flow.
- Write and submit reports to the CEO in all matters of importance.
- Assist CEO in fundraising ventures.
- Participate in expansion activities (investments, acquisitions, corporate alliances etc.)
- Manage relationships with partners/vendors.

Requirements

- Proven experience as Chief Operating Office or relevant role in a start-up
- Understanding of business functions such as HR, Finance, marketing etc.
- Demonstrable competency in strategic planning and business development
- Experience in fundraising will be a plus.
- Working knowledge of data analysis and performance/operation metrics.
- Working knowledge of IT/Business infrastructure and MS Office.
- Outstanding organizational and leadership abilities.
- Excellent interpersonal and public speaking skills.
- Aptitude in decision-making and problem-solving.
- BSc/BA in Business Administration or relevant field; MSc/MBA is a plus.

For More Information Contact

JimWeber@newcenturydynamics.com

March 3, 2021

Operations Manager – Quick Casual

Job Description

Position Details:

- Reports to: Chief Operating Officer; member of Leadership Team
- Location: Lancaster, Ohio; ability to work remotely from home available
- Travel: Must be willing to travel up to 90%
- Compensation: Competitive base salary, plus annual company performance bonus potential
- Position Benefits: Paid Holidays; Vacation Time (4 weeks); potential to work from home; part of a growing successful restaurant company.

Core Values:

- We are focused on our customers’ needs.
- We are proud of our high-quality products and service.
- No slackers
- We prepare and conquer as a team.
- We are dedicated to constant improvement.

Desired Attributes:

- Solution Seeker
- Dedicated Self Starter with Strong Work Ethic
- Growth Oriented
- Results Focused
- Balanced
- Adaptable
- Direct and Transparent
- Always a Learner
- Passionate
- Committed to the Greater Good

Education:

- High School diploma required.
- College a plus
- Food Safety Level 2 Certification required
- Responsible Service of Alcohol Certification required (will train)
- Familiar with Entrepreneurial Operating Systems (EOS) a plus

Job Description:

We are looking for an experienced, high-energy, and creative leader with deep multi-unit restaurant management experience, excellent leadership, communication, and numbers/analytical abilities with the desire to help grow an already-successful restaurant operation.

The right person will have a proven track record related to multi-unit management leveraging a trusted-relationship approach. This role will be expected to build and maintain a strong relationship with direct reports (MUM – Multi-Unit Manager) and a multi-level, cross-functional support team. You will be responsible for making decisions that have a direct impact on our company’s brand, culture, reputation, and profitability through quality control, process management, customer retention, operations training, and IT initiatives.

Responsibilities:

- Play an integral part of the leadership team driving the operational strategy with the goals of retaining customers and team members while maximizing profitability.
- Drive a culture of quality and personal accountability throughout the company.
- Analyze reports, measurements, and external benchmarks to identify trends, potential problems, or opportunities for improvement.
- Plan/forecast weekly sales, labor, and COGs to manage food and labor costs increasing restaurant profitability.
- Prepare reports of progress and forecasts for Chief Operating Officer using key performance metrics.

For more information contact:

James E. Weber, President | New Century Dynamics Executive Search |

Tel. 770-354-2817 | Email: JimWeber@NewCenturyDynamics.com |