Job Details
Summary
We are looking for an energetic, innovative, and passionate Vice President, Consumer Experience to shape and perpetuate the value proposition that lies at the heart of hospitality organizations the program offerings. This pivotal role s contributions will drive the consumer experience, strengthen client relationships, and fuel long-term business growth. This role combines expertise in the delivery of disruptive culinary programs and services with executive management skills to ensure all culinary experiences inspire and delight customers while meeting the highest standards of quality, innovation, and customer satisfaction.
This role reports to the Chief Marketing Officer.
Who are we?
Phoenix3 Holdings is a Boston-based strategic growth partner that accelerates distributive and lifestyle service companies in the senior living, healthcare, and corporate markets. We are a team of business builders, disruptors, entrepreneurs, and experienced operators. We provide direction and resources along with capital from decades of successful leadership in these market spaces. More information about Phoenix3 Holdings can be found at www.phx3.com
We ve been there, we ve done it, and are eager to partner with fellow founders, innovators, and entrepreneurs who are driven by a vision and passion for what they do.
Who are you?
- You are doing something big, but want to be a part of something bigger
- You have experience leading high-performing teams and are passionate about delivering outstanding operational performance
- You are multi-dimensional with an entrepreneurial spirit
- Innovation is part of your DNA; you thrive on the cutting edge and are well-versed in today s culinary trends
- You have extensive experience using, managing, and implementing food management systems, and have developed new, innovative programs for consumers
- You are someone who has built new programs and offers from the ground up, has assessed existing operations, and delivered continuous improvement
- You have a history of strong client/customer satisfaction and client retention
- You can lead and influence by garnering respect and inspiring others
- You have a high level of professionalism that shows in everything you do
- You want to have fun with your colleagues and enjoy your work
Why join us?
We can offer you something almost no one else can the chance to build and continuously improve a world-class hospitality program that will support us in our mission of:
- Having a profound impact on the lives of our end customers
- Enabling insurgent businesses to scale sustainably and with impact
- Empowering employees to grow and thrive at successful, differentiated companies
We are building something truly different, and you can be a part of it.
Key Responsibilities:
- B2C Program Development:
- Collaborate with internal and external stakeholders to develop innovative programs with competitive pricing strategies that attract clients, and maintain profitability without compromising on quality
- Tap into consumer mindset to curate distinctive culinary programs and experiences that consistently exceed expectations and address evolving food trends and consumer culinary interests
- Oversee the creation, implementation, and continuous improvement of the programs that underpin our businesses
- Ensure customer satisfaction, retention, and organizational growth
- Differentiate our culinary experiences and operating performance from industry competitors
- Oversee and project manage all programs from inception to implementation as well as define processes and systems to ensure execution excellence
- Culinary Acumen:
- Leverage a background in culinary excellence to establish standards of delivering high-end restaurant-quality culinary experiences
- Collaborate with our culinary teams to establish a value proposition through differentiated operating performance driven by unique offers and programs to delight customers and clients
- Stay abreast of industry and food trends; incorporate innovative ideas into the business and forward-thinking culinary programs
- Operational Excellence:
- Establish and maintain exceptional standards for field operations
- Regularly audit the business to ensure that operations are maintaining design standards
- Regularly review and adjust processes to align with business needs and enhance operational efficiencies
- Financial Oversight:
- Collaborate with the procurement team to source supplies and materials to ensure new programs and offers are costed appropriately
- Collaborate with human resources to ensure appropriate labor considerations are anticipated to ensure new programs and offers are costed appropriately
- Leadership:
- Foster a spirit of innovation and continuous improvement
- Measure and ensure that operational excellence is consistently pervasive throughout the enterprise
- Earn a reputation for delivering operational excellence tied to visible, organizational outcomes for customers, clients, and internal teams
- Effectively orchestrate best practice change-management processes
- Operational Oversight:
- Collaborate with operational teams to streamline front-of-the-house processes, ensure food consistency and safety, to enhance our business while providing tangible, measurable benefits to our client s business
- Build process and leverage technology that will ensure compliance with all health and safety regulations
- Brand Ambassador:
- Credibly represent the company at business-related events with clients and prospects
- Foster relationships with other top chefs, culinary institutions, and industry influencers
Requirements:
- Advanced degrees or certifications in related fields are a plus
- CIA accreditation preferred
- Minimum of 10 years of relevant professional experience; Michelin-rated or similar experience a plus
- B2C marketing and program development experience
- Extensive knowledge of various cuisines, culinary techniques, and the food trends
- Knowledge of and ability to research regulations, procedures, or technical reference materials relating to relevant operational requirements
- Strong leadership experience and ability to implement and manage change
- Demonstrated effective communication and organizational skills
- Proven ability to lead teams and projects that span multiple site locations
- Detail orientation and the ability to work under strict timelines
Physical Requirements:
- Ability to stand for extended periods.
- Ability to work in a high-temperature environment.
- Capable of lifting heavy equipment and ingredients.
- Ability to travel to clients or other multi-state sites up to 30% of the time.