Client Experience and Sales Manager

Client Experience and Sales Manager Gourmondo Catering Co - 4.1 Seattle, WA Job Details Full-time $81,000 a year 1 hour ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Teamwork Operations management Administrative experience Business development Organizational skills Full Job Description

POSITION SUMMARY

The Client Experience & Sales Manager leads day-to-day client service execution while supporting the overall performance, development, and success of the Client Services team. This role serves as a key leadership partner and second-in-command to the Customer Service & Sales Manager, helping ensure operational excellence, outstanding hospitality, and consistent execution across all client touchpoints. This hybrid role combines people leadership, hands-on client support, proactive sales enablement, and service recovery while helping protect and grow revenue through exceptional client experience. The role partners closely with Catering & Client Services leadership, Operations/Delivery, and Production to deliver consistent, high-quality hospitality and support company growth initiatives. At Gourmondo, exceptional customer service is paramount. Our value is defined not only by the quality of our food, but by the quality of our solutions, responsiveness, and hospitality. We operate with a "Gourmon-do-it attitude" — proactive, solution-oriented, efficient, and deeply committed to exceeding client expectations. This role is expected to lead by example in creating memorable client experiences, anticipating needs, resolving challenges quickly, and building trusted long-term relationships.

TEAM LEADERSHIP & SERVICE STANDARDS

Lead, coach, and support Client Services Coordinators to create a positive, productive, and accountability-driven work environment. Own and maintain service standards, SOPs, and communication expectations across phone, email, and ordering platforms. Maintain a high sense of urgency and responsiveness to ensure clients receive timely communication, accurate information, and proactive support throughout the ordering process. Oversee onboarding, training, scheduling support, and ongoing skill development; provide regular feedback and performance management. Support interviewing and onboarding for new Client Services team members. Reinforce a hospitality-first culture focused on exceeding expectations and delivering solutions-oriented service.

CLIENT MANAGEMENT & ORDER EXECUTION

Provide exceptional customer service and build long-term client relationships that drive repeat business. Oversee and support inquiries and execution including quotes, orders, order changes/cancellations, account and billing questions, and client feedback. Monitor online ordering and internal order queues to confirm details, reduce errors, and ensure accurate handoff to Production and Delivery. Use menu and product knowledge to guide clients toward thoughtful solutions that align with client needs, operational standards, and timelines. Ensure all client communication is documented to maintain accurate records of relationship history, commitments, and resolutions.

ESCALATIONS & SERVICE RECOVERY

Take ownership of client concerns and complaints; respond quickly and professionally to protect relationships and revenue. Coordinate internally with Production and Delivery teams to resolve issues efficiently and proactively communicate solutions. Review and disseminate customer feedback trends and recommend process improvements to reduce repeat issues and improve overall client experience.

SALES, CLIENT RETENTION & BUSINESS DEVELOPMENT

Own lead intake and response standards (phone, email, web forms, referrals) to ensure fast, consistent follow-up that converts inquiries into orders. Conduct outside sales calls and in-person client visits to strengthen relationships, identify opportunities, and increase market presence within target accounts and industries. Represent Gourmondo at networking events, venue showcases, community functions, and industry associations to build brand awareness and generate new business opportunities. Proactively identify and pursue new business through prospecting, referrals, strategic partnerships, and outbound outreach aligned with company growth goals. Build and maintain a simple pipeline rhythm including daily follow-ups, quote aging reviews, and weekly recaps of wins/losses and trends. Support upsell and cross-sell opportunities through menu guidance and thoughtful add-on recommendations aligned with client needs and operational feasibility. Coordinate ongoing client appreciation and retention initiatives including proactive outreach, thank-you touchpoints, sampling opportunities, seasonal gifting, and monthly relationship-building campaigns for key accounts. Partner with leadership on promotions, seasonal launches, and account growth campaigns by creating internal playbooks, templates, and service readiness plans.

SYSTEMS & CROSS-FUNCTIONAL SUPPORT

Serve as a system "super user" for ordering and fulfillment tools, helping maintain accuracy, organization, and adoption. Troubleshoot daily production and order reporting to ensure correct information flows to kitchen and delivery teams. Partner with Delivery and Operations to troubleshoot active delivery issues and provide proactive client communication. Provide administrative and operational support as needed to ensure client commitments are consistently met.

MINIMUM QUALIFICATIONS

5+ years of customer service, hospitality, catering, or client experience leadership experience. Prior team lead or supervisory experience strongly preferred. Excellent verbal and written communication skills with the ability to professionally manage difficult conversations. Strong organizational skills and ability to manage multiple priorities in a fast-paced environment. Foodservice and/or catering experience preferred. Proficiency with Microsoft Office (Outlook, Excel, Word) and experience working with ordering or ERP systems preferred. This is a hybrid full-time position.

COMPENSATION & BENEFITS

Base Salary:

$81,000.00 Annually + 5% Annual Bonus Potential Additional stretch bonus opportunity for exceeding defined sales and growth goals by 10% or more. Bonus eligibility tied to a mix of client experience, retention, responsiveness, conversion metrics, and company growth initiatives. Health Insurance Dental Insurance Vision Insurance 401(k) Paid Time Off Employee Meals

WHY GOURMONDO?

At Gourmondo, we're more than a catering company—we're a community. We value collaboration, transparency, open communication, and fun. We support local nonprofits and are proud to be an inclusive employer. We believe diverse teams create better outcomes and we're committed to equal opportunity in all aspects of employment.

Job Type:

Full-time Pay:

$81,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance Ability to

Commute:

Seattle, WA 98101 (Required) Ability to

Relocate:

Seattle, WA 98101: Relocate before starting work (Preferred)

Work Location:

In person