Author: Jim Weber

Management Consultant, Executive Recruiter, Author, Public Speaker; My blog, "Fighting Alligators" is geared to the over 50 job-seeker; people interested in starting their own business; and freelancers looking to become more successful. I have 22 years of experience with Fortune 500 Brands in Strategic Planning and General Management. For the past 22 years, I have been President of New Century Dynamics, Inc., an Executive Search Business I started and own. My company is in the business of providing Consulting and Executive Search Support to our client base. In 2014, I helped create ITB Partners, an Association of freelance management consultants.
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Executive Chef – NE Ohio-Based Italian Restaurant Concept

POSITION: Executive Chef
REPORTS TO: General Manager (GM)
HOURS: OT exempt; Required weekly work for this position typically takes 55-60 hrs to complete
OUR VISION: “To be recognized in our market as the established casual fine dining experience of choice”
OUR MISSION: “We deliver big city dining with small-town charm and inspire lasting memories.”
OUR PURPOSE: “We enrich our community by creating connection, happiness & opportunity.”
OUR CORE VALUES: Hospitality, Leadership, Integrity, Respect & Communication.
 

POSITION

OVERVIEW:

With respect to the Company’s goals, vision, mission, purpose, and core values, the Culinary Manager is accountable for the overall smooth and profitable operation of the kitchen with a focus on quality control, fast ticket times, positive management, and solid teamwork.  The Executive Chef trains managers and hourly team members on proper BOH operation procedures, regulatory agency guidelines and provides ongoing training for updates and maintenance of training standards.

 ESSENTIAL FUNCTIONS:

 PRINCIPAL DUTIES

      1. Provides Leadership, Management, and Accountability for the back of the house (BOH).
      2. Maintains a positive work culture that will facilitate the overall success of the restaurant. Demonstrates the core values by “living” them.
      3. Routinely works all kitchen stations as needed to meet budget and quality goals.
      4. Accountable for focusing team efforts to ensure our mission as a memorable experience that guests will rave about, exceptional guest experiences, and the constant building of guest loyalty.
      5. Accountable for facility safety & security, maintenance, and cleanliness by monitoring the physical premises daily.
      6. Accountable for recruiting, hiring, performance management, compensation management, employee relations, ACA compliance, terminations of the BOH staff.
      7. Accountable for initial and ongoing training of BOH team members with the goal of developing associates to their full potential.

LEADERSHIP, MANAGEMENT, ACCOUNTABILITY

      1. Directs the work of kitchen staff.
      2. Oversees semi-annual evaluations for all team members and completing evaluations for direct reports.
      3. Conduct all necessary kitchen staff evaluations and meetings. Daily line up, monthly kitchen meetings, wrap meetings as needed.
      4. Communicates menu/operational changes to the rest of the team.
      5. Manages kitchen staff during pre-service, service & closing hours. Management includes:
        • Executing kitchen schedule, quickly increase or decrease staffing per shift as needed, coordinating with the management team.
        • Provides direction, instruction, and coaching to the team members (daily), executing prep list/cleaning.
        • Monitors team members’ performance. Comments/corrects. performance through proper use of performance documentation.
      1. Expedites all orders for dining room, carry out, catering & special events
      2. Participates in weekly meetings with the leadership.
      3. Work with the management team to prepare for kitchen and all-team meetings
      4. Interacts effectively and maintaining good rapport and professional presence with team, customers, purveyors, community, and owners.
      5. Maintains a healthy lifestyle, promoting a stress-free and vigorous management style.
      6. Knowledge of and the ability to use company resources to resolve issues
      7. Recommends updates to training material and SOPs
      8. Establishes and maintains contact with vendors and service providers
      9. Updates job knowledge by participating in educational opportunities, attending seminars, reading professional publications, etc.
      10. Maintains a professional appearance. Follows current Uniform policy.
      11. Ensures sufficient staffing levels to meet guest satisfaction, team engagement, and business requirements.  Assigns cook stations

HEALTH INSPECTIONS & FOOD SAFETY

      1. Complete line checklists: AM/PM
      2. Monitoring daily the kitchen and storage facilities, as well as related equipment.
      3. Ensures proper food handling procedures are followed at all times per regulatory agency guidelines and company standard operating procedures.
      4. Maintains a clean & sanitary work/storage area with regard to the health dept.
      5. Helps manage proper food handling on the serving line, per ServSafe requirements.
      6. Manages on a shift by shift basis all necessary cleaning (daily & weekly)
        • Checks out all BOH team members at end of shifts (station and cleaning).
        • Assigns cleaning tasks as needed to keep BOH areas sanitary and immaculate.

 

MENU MANAGEMENT & INNOVATION

      1. Contributes to ongoing menu development. Menu production will include appropriate costing, training, recipe documentation.
      2. Demonstrate creativity in results of product offerings using culinary techniques, market trends, sales data, and originality.
      3. Monitoring and effectively planning for specials, seafood, weekly, monthly, and others.
      4. Menu development, including:
        • Monthly Specials (apps, entrees, dessert, etc.)
        • Weekend Features
      5. Assist with seasonal menu changes, draft “new stuff” monthly memo

CULINARY EXECUTION

      1. Testing, costing, and implementation of new menu items.
      2. Maintain food recipe database and printouts, including cooking methods.
      3. Monitoring and effectively planning for specials, features, special events.
      4. Mis en Place & Line checklist.
      5. Preparing and monitoring prep list at every shift.
      6. Maintains ticket times and food quality throughout all hours of operation.
      7. Inspires team members to perform at their highest level through ongoing recognition of behaviors that align with core values.

FOOD & DRY ORDERING AND INVENTORY CONTROL

      1. Maintaining FIFO and inventory levels – managing waste.
      2. Ensures inventories are completed accurately and on time.
      3. Maintain proper food and disposable inventory needed for efficient and profitable restaurant operation. Maintain food cost ratios set forth by management.
      4. Communicate with purveyors regarding ordering and delivery schedule.
      5. Processes paperwork, invoices, and reports as needed.
      6. Maintains accurate and comprehensive record keeping.
      7. Broadline ordering – Sun/Tues/Thurs.
      8. Chemical ordering – Once a week.
      9. Protein ordering – Sun-Thur.
      10. Disposable ordering – Weekly.
      11. Inventory – weekly.
      12. Disposables Inventory – Monthly.

 PHYSICAL REQUIREMENTS

 Ability to stand and walk continually throughout service shifts

      1. Ability to frequently lift 30lbs from the stove and trays from the oven.
      2. Ability to occasionally lift 50lb for product delivery and restocking.
      3. Ability to communicate easily to guests and team members.

QUALIFICATIONS

      1. 3+ years of management experience required.
      2. Bachelor’s degree and/or Culinary degree preferred.
      3. Prior training experience is a plus.
      4. Advanced knowledge of culinary, baking, and pastry techniques.
      5. Proficient knowledge of kitchen equipment, time management, and sanitation regulations.
      6. This position regularly requires long hours and frequent weekend work.
      7. Reliable transportation for the required trips for errands (bank, store, printing, etc).

 

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

 

Jim Weber – President
New Century Dynamics Executive Search

For more information, contact Jim Weber, President
NEW CENTURY DYNAMICS EXECUTIVE SEARCH
JimWeber@newcenturydynamics.com

 

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General Manager Job Description-Ohio Based, Italian Casual Dining Brand

General Manager  Job Description

REPORTS TO: VP of Operations

HOURS: OT exempt; Required weekly work for this position typically takes 55-60 hrs to complete.

OUR VISION: “To be recognized in our market as the established casual fine dining experience of choice.”

OUR MISSION: “We deliver big city dining with small-town charm and inspire lasting memories.”

OUR PURPOSE: “We enrich our community by creating connection, happiness & opportunity.”

OUR CORE VALUES: Hospitality, Leadership, Integrity, Respect & Communication.

POSITION OVERVIEW:

With respect to the Company’s goals, vision, mission, purpose, and core values, the General Manager is accountable for the overall smooth and profitable operation of the designated restaurant. The General Manager trains managers and hourly team members on proper restaurant operation procedures, regulatory agency guidelines and provides ongoing training for updates and maintenance of training standards.

ESSENTIAL FUNCTIONS:

A. PRINCIPAL DUTIES

1. Provides Leadership, Management, and Accountability for the designated store by following the EOS guidelines
2. Maintains a positive work culture that will facilitate the overall success of the restaurant. Demonstrates the core values by “living” them.
3. Accountable for the overall financial performance of business units based on annual budget expectations.
4. Accountable for expanding business volume to meet growth goals set by leadership. The GM will recommend ways to increase demand for the
restaurant in our market.
5. Accountable for focusing team efforts to accomplish our mission with
exceptional guest experiences and the constant building of guest loyalty.
6. Accountable for facility safety & security, maintenance, and cleanliness.
7. Accountable for recruiting, hiring, performance management, compensation management, employee relations, ACA compliance, terminations.

B. LEADERSHIP, MANAGEMENT, ACCOUNTABILITY

1. Leads management team by following defined success routines
2. Directs the work of all team members.
3. Manages restaurant electronic systems including POS, gift cards, delivery platforms, data management software, and credit card processing. Updated 01/21/21 JS
4. Follows  EOS best practices including weekly L10 meetings
5. Establishes and maintains contact with vendors and service providers
6. Maintains store files including trainee folders, Health Policy Agreements, and daily sales.
7. Updates job knowledge by participating in educational opportunities;
attending seminars, reading professional publications, etc.
8. Interacts effectively and maintains good rapport and professional presence with team, customers, purveyors, community, and owners.
9. Maintains a professional appearance. Follows current Uniform policy.
10. Ensures proper food handling procedures are followed at all times per
regulatory agency guidelines and company standard operating procedures.
11. Protects all critical company and customer data, including proprietary
information, recipes, accounting statistics, credit card information &
customer/vendor information.

C. GUEST SATISFACTION

1. Daily management of events, private parties, beer classes, guest feedback platforms, and reservation/wait-management systems.
2. Assigns server sections; monitors seating and rotation; adjust sections based on business volume.
3. Checks on guests throughout meal service with a focus on guest satisfaction during high volume periods.
4. Follows our brand guidelines to ensure consistent, accurate, and high-quality food, beverage, and service levels for all guests at all times.

D. EMPLOYEE SATISFACTION

1. Inspires team members to perform at their highest level through ongoing recognition of behaviors that align with core values.
2. Maintains a healthy lifestyle, promoting a stress-free and vigorous
management style.
3. Oversees the creation, maintenance, and communication of schedules through scheduling platforms.

E. LOCAL STORE MARKETING

1. GM is accountable for executing the Local Store Marketing (LSM) strategy.
2. Works with Marketing Manager to maintain an accurate calendar of events, dates, and times for store and local market.
3. Accountable for ensuring office supplies, marketing materials, menus, and retail items are in good condition and at sufficient levels

F. HUMAN CAPITAL MANAGEMENT

1. Ensures sufficient staffing levels by predicting store sales to meet guest satisfaction, team engagement, and business requirements
2. Oversees semi-annual evaluations & quarterly People Analyzer Reviews for all team members and completes evaluations for direct reports.

3. Manages all team members during pre-service, service & closing hours. Management will include:
i. Provides direction, instruction, and coaching to team members (daily)
ii. Monitors team members’ performance.  Updated 01/21/21 JS
iii. Commends/corrects performance through proper use of performance
documentation
4. Develops future leaders to meet succession planning needs.

G. FINANCIAL PERFORMANCE

1. Attains the financial goals/budgetary goals of the company by monitoring and making adjustments as necessary.
2. Dispersing properly and effectively the budgeted capital, including but not limited to advertising, donations, decorations, bonuses, and promotions.
3. Follows success routines including weekly side-by-side, inventories, invoice processing, payroll processing & monthly P&L reviews.
4. Ensures inventories are completed accurately and on time.
5. Maintains accurate and comprehensive record keeping.

H. FACILITY MANAGEMENT

1. Utilizes daily success routines to monitor the physical premises.
2. Orders repairs and refurbishments as needed. Assists the Business Support team to maintain Resource Manual. The manager uses approved contractors who maintain competitive services and pricing.
3. Maintains a clean & sanitary work/storage area with regard to the health dept.
4. Manages on a shift by shift basis all necessary cleaning (daily & weekly)
i. Checks out all team members at end of shifts (station and cleaning)
ii. Assigns cleaning tasks as needed to keep BOH areas sanitary, clean and safe, and public-facing areas immaculate

I. PHYSICAL REQUIREMENTS
A. Ability to stand and walk continually throughout service shifts
B. Ability to frequently lift 30lb trays of food and drinks
C. Ability to occasionally lift 50lb for product delivery and restocking
D. Ability to communicate easily to guests and team members
QUALIFICATIONS
A. 3+ years of management experience required
B. Bachelor’s degree preferred
C. Proficient knowledge of P&Ls, budgets, inventory systems, financial statements and
ability to read & interpret business reports
D. This position regularly requires long hours, nights, and weekend work
E. Reliable transportation for the required trips for errands (bank, store, printing, etc)

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

Jim Weber – Managing Partner, ITB Partners

For more information, contact Jim Weber, President
NEW CENTURY DYNAMICS EXECUTIVE SEARCH
JimWeber@newcenturydynamics.com

 

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Rapidly Growing Direct-to-Consumer Subscription Meal Delivery Company seeks Head of Marketing.

POSITION SYNOPSIS:
As a key member of the senior leadership team, the highly entrepreneurial Head of Marketing will drive the development and execution of a comprehensive marketing plan and growth strategy to align with the company’s objectives. The position oversees the organization’s branding, digital & traditional marketing, partnerships, event planning, public relations, community outreach programs, and customer experience group.

Key qualities for success include:

● Entrepreneurial
● Can get things done tactically while moving a business forward strategically.
● Has successfully built a team, in a phased approach.
○ Balancing readiness for the investment against spend for agencies.
● Understands and believes in holding consultants accountable via contracts with performance metrics.
● Understands that a budget is a guideline, everything must be evaluated as time and direction change.
● Is fanatical about the numbers — especially about CAC and conversion
● Ability to shift between tactical and the strategic
● Has managed an e-commerce DTC brand – either someone from food
delivery or someone who comes to the table with great ideas on how to
apply their experience to food/meal delivery.

KEY RESPONSIBILITIES:

● Work collaboratively with other members of the leadership team to define objectives, KPIs, develop budgets, strategies, and achieve targets in line with founders’ vision and the company’s mission
● Lead development and execution of a differentiated, consumer insight-driven brand strategy.
● Diversify the mix of digital and analog acquisition channels to more effectively target prospective higher affinity customers, increase conversion and LTV, reduce CAC, and scale.
● Monitor and optimize the payback period of each cohort of users making the necessary adjustments in the quality of acquisition.
● Set up frameworks to create successful funnels. Design an acquisition mix that is truly user-centric and leads media buying to bring traffic that converts to new users that meet our growth targets.
● Design, develop and execute formal customer retention strategies and programs.
● Identify and engage key strategic partners to increase brand awareness and drive growth.
● Develop and manage the consumer-facing digital and offline experiences.
● Oversee the company’s customer experience group
● Develop value-add presentations to engage key internal stakeholders, investors, and partners.
● Drive company vision, messaging, and brand consistency; instill a growth-minded culture.
● Full P&L responsibility for the marketing department
● Recruit and lead talented internal and outsourced teams

QUALIFICATION REQUIREMENTS:

● Minimum 10 years of marketing experience, and a successful track record formulating and leading marketing strategy, implementation, and team building for direct-to-consumer e-commerce companies.
● 5+ years of marketing experience driving customer acquisition across marketing channels (PPC, Display, Paid Search, Paid Social, Retargeting, etc) – startup experience preferred.
● 5+ years of marketing leadership experience
● Subscription experience is preferred
● Experience working with ad-serving platforms and digital monitoring tools, as well as offline marketing tools and strategies as well.
● Experience in leading and managing A/B testing, embedded media, and marketing program optimization
● Demonstrated data insights (KPI’s, traffic, revenue, conversions, ROI) to improve marketing efforts
● Demonstrated interest and/or experience working with or coaching a fast-growing company.
● Excellent oral and written communication skills with the ability to effectively communicate with and influence colleagues at all levels.
● Excellent eye for design and can understand and interpret design language (digital and analog), experience managing designers, developers, and agencies.
● Sense of urgency in assisting the brand to navigate the ever-changing landscape to commercialize opportunities.
● Strong leadership, talent mentoring, and talent development skills.
● Enthusiastic, can-do approach, with the ability to prioritize effectively in a rapid-paced environment.
● Self-motivated with critical attention to detail, deadlines, and reporting.
● Bachelor’s degree in Marketing, Communications, Business Administration, or related field of study. MBA Degree preferred.

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

Location

We work in the East Coast Time Zone. The majority of work is remote. Available for periodic meetings – after the pandemic in greater NYC. Relocation expenses are not available.

The Company 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.

Ideal Candidate Profile

    • Who comes from a Tier 1 D2C Meals Company that has grown to become a market/sector leader:
      HelloFresh
      Freshly
      Factor
      Tier 1 D2C Consumer Brands:
      Magic Spoon
      Stitch Fix
      Allbirds
      Warby Parker
      Away
      Bonobos
      Glossier
      Casper
      Harry’s Razors
      Dollar Shave Club

Or Tier 1 Early Stage Branding Agency who has helped companies like the
above ideally early on that led to a growth inflection point: e.g. Red Antler.

We need a marketing person who can do this:
https://prezi.com/2mcy25316bkn/factor-75-marketing-overview/

Speaks like this (regularly in podcasts and interviews):
https://www.youtube.com/watch?v=_CAe2X65Wfg

And who has the creative foresight and nuts and bolts e-comm
experience to create this: https://www.needleseyemedia.com/

And who comes from an e-comm business that we aspire to
emulate.

Jim Weber – Managing Partner, ITB Partners

For more information, contact Jim Weber, President
NEW CENTURY DYNAMICS EXECUTIVE SEARCH
JimWeber@newcenturydynamics.com

 

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Living and Working with Mexicans – Online Course

The Chief Culture Academy

The Chief Culture Officer Academy is pleased to announce the launching of its online course Living and Working with Mexicans. The Mexican culture is rich in customs, traditions, and intriguing behavioral patterns; and this one-of-its-kind short course offers you the opportunity to dive into the very roots of the Mexican way of life.The curriculum and practical activities are carefully designed for:

      • Expats (retirees, executives, diplomats)
      • Foreign students
      • Foreign investors and import/export professionals
      • Travelers
      • Mexican culture enthusiasts
      • The program content includes the following topics:
      • Culture and human behavior fundamentals
      • The roots of the Mexican cultural identity
      • Values and attitudes in the Mexican society
      • Mexicans behavior in the workplace and business
      • Other key features:

Completely online. You can access the modules from anywhere: the living room, your office, the cafe; and using the device that best suits your needs, your smartphone, tablet, laptop, etc.

Your schedules, your pace. The estimated time to complete all the modules is 3 hours, which you can organize at your convenience as it is available 24/7.

Natural voice and closed captions. Our video lessons are English spoken and created with a native speaker’s natural voice. They also include closed captions to enhance your learning experience.

Certificate of completion. Get your digital training certificate when all the lessons are completed.

Course instructor: Francisco J. Santana

Francisco Santana

Francisco Santana is a cross-cultural expert who conducts training sessions for business professionals who are involved in intercultural duties. He specializes in cross-cultural communication, negotiation, and business etiquette; virtual team management, as well as in culture shock.

 

 

For more information and enroll in this course please click on this link:

https://academy.thecco.com.mx/courses/mexicans

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New Century Dynamics Executive Search Places Strategic Marketing Consultant

New Century Dynamics Executive Search places a Strategic Marketing Consultant to support a rapidly growing direct-to-consumer subscription meal delivery company.

Jim Weber, President of New Century Dynamics Executive Search, and Managing Partner of ITB Partners, reports that he has helped a client find a Strategic Marketing Consultant to assist them in charting their future.

Working with the senior leadership team, this Consultant will drive the development and plan the execution of a comprehensive growth strategy to achieve the company’s objectives. This Consultant will evaluate the organization’s branding, digital & traditional marketing, partnerships, event planning, public relations, community outreach programs, and customer experience group.

About New Century Dynamics Executive Search

New Century Dynamics Executive Search is focused on providing Executive Search and Management Consulting to the Service Industry.

Jim Weber – Managing Partner, ITB Partners

We specialize in Food Service Distribution, Restaurant and Hospitality, and Franchising.

We are specialists in executing the Confidential Search,  placing C-Level Finance, Marketing, Operations, and Business Development, professionals.
Many of our clients are Private Equity Groups and their Portfolio Companies.
https://newcenturydynamics.com
JimWeber@newcenturydynamics.com
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Jim Weber Completes Two Search Assignments

New Century Dynamics Announces the completion of Two Search Assignments!

Jim Weber – Managing Partner, ITB Partners

Jim Weber, President of New Century Dynamics Executive Search, and Managing Partner of ITB Partners has completed two searches for Restaurant Operations Managers.

These placements are for separate clients, both small but growing restaurant chains based in Northeastern Ohio.

During these Searches, Jim Weber vetted many outstanding candidates who may be suitable for your needs.

For More information, contact Jim Weber at:

JimWeber@NewCenturyDynamics.com

(770)  354-2817

 

 

 

 

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Reifschneider Completes PE Firm Engagement

Reifschneider Completes PE Firm Engagement

Doug Reifschneider

Doug Reifschneider, Member of ITB Partners, and Chief Marketing Officer (CMO) at Chief Outsiders, recently completed an extensive PE firm engagement.  The PE firm’s project was compressed into 45 days, and because of the need for speed, Reifschneider partnered with a colleague from Chief Outsiders to complete the project on time. The PE firm employed the two CMOs to develop a 100-day plan for a household services firm they plan to acquire.

The pair from Chief Outsiders complimented each other because the project included:

    • Digital Marketing Assessment
      • Digital SWOT
      • Scorecard for the website, digital marketing, and social media
      • recommendations
    • Gathering insights about the customers, competitors, and company
    • Develop a growth strategy
      • Activated SWOT analysis
      • Brand positioning workshop
      • Brand house exercise
      • From here to there exercise
    • Developed a marketing plan for the balance of 2021, including 14 “Game-changing” ideas
    • Prepare a go-to-market plan if invited to continue work with the new portfolio company

About Doug Reifsc hneider

Doug Reifschneider
Doug Reifschneider

Doug Reifschneider is a dynamic marketing leader with 30+ years of experience in the restaurant industry. He has a history of driving growth through the creation and delivery of unique, creative brand strategies enhancing customer affinity and market position. While at Firehouse Subs, Mr. Reifschneider helped achieve a 4X increase in locations, to 1,030 restaurants generating $684M in revenues and 19.4% average annual sales.

During his foodservice career, he navigated the ever-changing marketing/advertising environment. The advertising menu proliferated from a relatively short list of tactics (TV, radio, print [direct mail, magazines, newspaper, etc. ], OOH, POP, and direct selling) 20 years ago to thousands of online options which included but was not limited to display, native, SEO, SEM/PPC, web sites, landing pages, mobile and others. Doug has experience with all of it and is always looking for new technologies to exploit such as Blockchain.

Throughout his career, he consistently strengthened brand equity, grew the customer base, and boosted revenues through the development of innovative marketing campaigns.

Contact Doug at reif78@gmail.com

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Director of Customer Experience – New Search Assignment

Our Client, a subscription-based meal delivery service, is looking to expand its Marketing & Development team. Although our kitchen is in the Northeast, this opportunity is remote–the east coast time zone is a must.

 The meals are packed into food-safe, recyclable pouches to lock in the freshness, flavors, and nutrients of the 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

    • 4+ years experience leading, scaling, and mentoring a customer experience team 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

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.

 Our Client 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.

For More information contact Jim Weber at:  JimWeber@NewCenturyDynamics.com

 

Jim Weber, Managing Partner – ITB Partners

Jim Weber – Managing Partner,  ITB Partners

I hope you enjoyed our point of view and would like to receive regular posts directly to your email inbox.  Toward this end, put your contact information on my mailing list.

Your feedback helps me continue to publish articles that you want to read.  Your input is very important to me so; please leave a comment.

 

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Timing is everything, isn’t it?

 

If you’re ready to grow your own business in a long-term, sustainable industry, it’s a particularly good time to learn about this Healthcare Franchise Investment Opportunity. Join me for a short online overview:


Wednesday, April 14th
12:00 pm Eastern (20 min + Q&A)
Click here to save your spot


WHY?

  • Unique service offering that differentiates itself from competition
  • Demand grows every year
  • Highly experienced, successful leadership
  • Proven concept: 420 open locations across the US
  • Investor model (single or multi-units)
  • Area Representative (AR) ownership option (click here to learn about AR franchising)


PLUS:

  • Small, professional staff
  • All locations remained open during COVID
  • Vendor expert handles insurance billing and collections
  • Modest investment – average $250k
  • Can’t join live? That’s okay – signup to receive the recording

Remember – strong franchise brands are looking for business people who can lead a team and execute a business plan. Direct industry experience is not necessary (and often not desired).

Want to chat with me now? Please use my scheduling link to choose a time to take my call: https://calendly.com/leslie_kuban

To your success,

Leslie Kuban
Franchise Consultant | Franchise Owner | Best Selling Author | SpeakerLeslie Kuban is a nationally recognized franchise industry expert, CFE (Certified Franchise Executive), and owner of FranNet in Atlanta; a locally owned and operated franchise consulting firm. Leslie and her team offer more than 60 years of combined industry expertise and her personal experience as a franchise owner provides a unique perspective to help her clients assess their real opportunities, risks, and timing to make sound decisions. Leslie and her team have helped over 400 individuals and families achieve their dreams of business ownership.

 

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Why own this IT Services franchise? Find out…

Businesses and consumers cannot be without their technology systems and devices working properly. If you are interested in having your own business in a high-demand industry then join me…

Wednesday, March 10th, at 12:00 pm EST, I’m hosting a 20-minute, online presentation about a compelling IT Services franchise opportunity – click here to save your spot.

Why is this IT Services franchise opportunity special?

    • The parent franchise company is one of the strongest organizations in franchising today. The marketing and lead generation department alone houses 30 professionals dedicated to driving brand recognition and customer growth.
    • No IT Background is necessary – franchise owners execute the marketing plan, focus on scale, and oversee the P&L – they do not work in the field.
    • Executive model – franchise owner oversees a small, professional staff.
    • Multiple commercial service offerings.
    • Multiple consumer/home technology offerings.
    • Automated back office/admin in place.
    • Modest upfront investment and overhead.
    • Recurring revenue model.

Can’t make the live event? No worries! It’s going to be recorded. To receive the replay – sign up here.

You might be thinking… ”I don’t have an IT background, so how could I possibly own an IT services business?” This is often surprising…less than 25% of successful franchise owners have a background in the industry of their new business. Franchising is designed for new business owners to thrive in a new industry with less risk.

Want to chat with me now? Please use my scheduling link to choose a time to take my call: https://calendly.com/leslie_kuban

To your success,
Leslie

Leslie Kuban
Franchise Consultant | Franchise Owner | Best Selling Author | Speaker

Leslie Kuban, CFE
FranNet
Mobile: 404.236.9115
Office: 770-579-3726
Learn how I help my clients – watch here