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Client Experience Manager

Crushed Ice Catering Louisville, KY
  • Expired: 5 days ago. Applications are no longer accepted.

Job Description:

The purpose of this position is to lead and manage the support and collaboration between the sales, culinary and customer service efforts. There will be two Client Experience Managers within the organization that will work collaboratively and independently. This position reports to the Director of Catering.

Necessary Job Skills:

  • Ability to handle multiple interruptions and shift focus from multiple projects within short periods of time

  • The ability to make an independent decision rapidly and report changes to Sales Manager in a timely manner

  • A sense of urgency in all work produced - oftentimes working on very short time frames

  • Flexibility in work schedule

General Job Responsibilities:

Event Execution (40%)

  • Create and execute full production plans for onsite and offsite services to include catering, rentals, vehicles, and floorplans

  • Review and maintain all updated internal paperwork leading up to the event including production schedules, delivery timelines, internal staffing timelines and BEOs

  • Manage execution to budgeted time, resources, and fees of the contract

  • Submit Client Facing BEOs for final signatures and approvals no less than 3 days prior to the event date

  • Design buffet maps for food stations and buffets

  • Determine and obtain all needed event permits, if applicable

  • Determine rental needs (tables, linens, platters, chafers, small wares, etc.) as a function of the approved menu. Place orders with local vendor partners, track and manage the delivery, setup, and return of rented items

  • Document and communicate changes in the project within the same day as changes communicated by the Client.

  • Implements and develop protocol and processes (Standard Operating Procedures) pertaining to the logistical execution of events

  • Create and Communicate master production schedule with producers/project managers pre-event to coordinate vendor and client timelines

  • Development and execution of staffing plans and staffing roster for your designated event (Nowsta)

  • Determine Staff Responsibilities and Roles upon arrival of shifts, clock staff in and out, provide Admin with timesheets post-event (Tuesdays by 10am)

  • Create and update floorplans that incorporate catering points of service, guest seating and client collateral

  • Work with local vendor partners to determine competitive rental pricing and best fit for events (price comparisons)

  • Serve as a liaison between clients, external production agencies, internal catering & sales team, A/V production team, and BOH team.

  • Work with local vendor partners and Director of Catering and Events to create innovative custom design decks

  • Day-of-event coordination to include managing external vendors and client needs

  • Ensure client satisfaction by being available during the event as the onsite event manager, until approved hand-off time with the closing manager.

  • Actively identify and solve pre-event and day-of-event issues affecting client experience, budget overruns, or staffing.

  • Perform post-event walkthrough with venue representative if the event is off-site

  • Have a clear understanding and consideration of the budget, costs, commitments, and scope of each event within responsibility.

General Job Responsibilities

Strategic (40%)

  • Create inventory reports (linens, disposables, beverages) on a rotating basis with the other CEM.

  • Drive down costs to produce an event while maintaining the premier client experience.

  • Drive down operational costs by developing efficiencies in pre-production tasks, labor and vendor relationships

  • Protect profit on each event (rental shortages, lost linens)

  • Anticipate a shift/mix in event volume

  • Price Negotiate with suppliers based on accurate reporting

  • Develop Standard Operating Procedures and Process improvements

General Job Responsibilities

Staff Development (30%)

  • Manage and develop the peer - Client Experience Manager - in terms of role performance, technical skills, and leadership

  • Manage your team and hold the team accountable for their performance in their roles.

  • Delegate, Supervise, Coach - develop a team using this method and work closely with the other Client Experience Manager

  • Identify and report threats to the organization (torn linens, sales not providing accurate information, vehicle issues, behavioral mishaps, etc.)

Role Descriptors

● Key Responsibilities

  1. Ensuring event success in the execution stage

  2. Inventory reporting to the Catering Manager

  3. Server Staffing, recruitment, and development

● Day to Day

  1. Work collaboratively with the other Client Experience Manager

  2. Internal meetings with Departments (Catering Sales, BOH team)

  3. Forecast and prepare as needed for future events

  4. Update the necessary documents (timelines, floor plans, etc).

● Weekly - planning and such

  1. Presenting BEOs and events for review in a weekly staff meeting (ensuring weekly staff meeting is attended, and attendees are engaged)

  2. Event BEOs - providing BEOs to Sales Manager for approval prior to distributing to kitchen

  3. Prepare and Execute Client Drop-offs and other events, as assigned by Salesperson

● Quarterly - tasks to review

  1. Provide Updates on vendors/suppliers regarding performance, threats, partnership

  2. Suggestions on where cost-saving techniques can come into play

  3. Ongoing Staff Hiring Events (job fairs, social media posts)

Crushed Ice Catering

Why Work Here?

Fast Paced, People Oriented Environment with Great Income Potential!


217 East Main Street, Suite 102, Louisville, KY 40202
Louisville, KY