Who We Are:

Crafty elevates workplace food and beverage programs with enhanced services managed in one innovative, centralized platform. Founded in 2015, our mission is to help companies craft better workplaces. From DraftKings to Robinhood to Zillow, we work with the world’s biggest brands to foster a culture of employee connectivity and productivity. Headquartered in Chicago, with offices in New York and the Bay Area, Crafty manages food and beverage programs across   300+ offices, serving more than 300,000 employees per month.

Our commitment to crafting better workplaces starts from within. We are a team of passionate, resourceful, and hard-working trailblazers who love what we do. Our expertise spans technology, food and beverage operations, client success, fulfillment and more. At Crafty, our people are our greatest asset, because it's our people who foster a culture that makes our company a place worth being part of. And of course, the snacks are the cherry on top!

The Role

Crafty is seeking a Site Merchandiser Supervisor in our New York market. This individual will be a strong, hands-on manager who leads with empathy in order to deliver best-in-class experiences to clients. This individual will have a large team of Site Merchandisers that provide top notch food & beverage service to our clients. They will manage the team’s performance by looking at on time arrival, quality, task list completion, and order accuracy.  This role will require being in the field frequently, ensuring quality work is being completed by their team of Site Merchandisers, as well as providing training and development support.

Tasks their team will be completing include, but are not limited to; stocking, inventory management, ordering, and equipment maintenance. Success in this role will be measured on operational quality, employee engagement, client satisfaction, client retention, client growth and client profitability. In order to be successful, they will support their team’s training as well as facilitate shift coverage within their scope of responsibility.

This role is a salaried role within Crafty. This role supports multiple clients within New York and is on-site out of our New York City office.

Required Attributes

• Client Obsessed
• • Client Understanding: Proactively anticipates and responds to complex client needs and preferences, ensuring exceptional and personalized interactions.
  • Patience and Eagerness to Learn: Actively seeks and implements feedback to drive continuous improvement in service quality, mentoring others in this approach.
  • Proactive Service: Consistently goes above and beyond to create memorable client experiences through innovative and considerate service, leading initiatives to delight clients.
• Effective Communicator
• • Interpersonal Communication: Builds and maintains strong relationships with clients and team members through active listening, empathy, and constructive feedback. Mentors others in handling complex interactions with tact and respect, fostering a collaborative and supportive environment.
  • Verbal Communication: Clearly and confidently articulates information and instructions, ensuring thorough mutual understanding. Leads by example in delivering exceptional customer service, providing detailed explanations, and addressing inquiries or concerns promptly and effectively to exceed client expectations.
  • Written Communication: Produces clear, concise, and expertly structured written communications, including comprehensive emails, and documentation. Mentors others in ensuring accuracy and attention to detail in all written interactions to support seamless operations and enhance client satisfaction.
• Operationally Sound
• • Resource & Route Management: Strategically manages resources & routes to enhance operational efficiency and effectiveness while mentoring team members on effective resource allocation and utilization techniques.
  • Workflow Coordination: Designs and optimizes workflows and complex route systems to achieve maximum efficiency and alignment which considers delivery time commits, logical geography routing and efficiency.
  • Quality Control: Develops and enforces rigorous quality control standards and continuously improves processes.
  • Proactive Challenge Resolution: Proactively identifies, analyzes, and resolves complex operational challenges to ensure seamless day-to-day functions.
• Reliable
• • Accountability: Demonstrates a strong work ethic, readily takes on additional responsibilities, and holds themselves accountable for results. Consistently delivers high-quality results and effectively manages priorities to meet deadlines. Provides support and guidance to team members to enhance their accountability.
  • Time Management: Excels in time management by efficiently prioritizing and completing tasks on schedule, even with frequent interruptions. Models punctuality and reliability for peers by consistently being on time and prepared for shifts. Sets a standard within the team, encouraging and motivating others to follow suit.
  • Consistency: Consistently exceeds service standards, delivering high-quality work that enhances overall operational effectiveness. Builds strong client relationships through consistent and exceptional service. Mentors team members on maintaining and exceeding service standards.
• Resilient
• • Adaptability: Leads the team in adapting to major changes in strategy, operations, and market conditions.
  • Proactivity: Foresees potential challenges and implements preemptive measures to mitigate them.
  • Problem-solving: Develops and implements innovative solutions to complex and multifaceted problems.
  • Attitude and Perseverance: Exemplifies a positive and steadfast attitude during critical situations, inspiring others to maintain high performance.
• Collaborative
• • Team-oriented: Demonstrate strong collaboration skills by leading team efforts and fostering a collaborative environment. Effectively coordinate with cross-functional teams to achieve departmental goals and improve operational efficiency.
  • Feedback: Provide constructive feedback to team members and incorporate feedback received to enhance team performance and contribute to achieving shared objectives.
• Crafty Culture + Values
• • We obsess over the client: Independently uncovers deeper client wants and needs. Proactively seeks to delight clients with thoughtful service.
  • We are a team: Leads by example in team activities. Encourages and mentors junior team members.
  • We explore different perspectives: Actively seeks diverse opinions and integrates them into problem-solving. Fosters open and honest discussions.
  • We embrace challenges: Handle significant challenges with confidence. Implements strategies to overcome difficulties and supports others in doing the same.
  • We build then rebuild: Takes ownership of specific projects. Builds and refines systems that improve client service.

Ideal Experience

• Multiple years of Operations & People leadership experience
• Food & Beverage, Hospitality industry experience (know what a great food & beverage program looks like)
• Experience at a scaling companies; fast paced, building SOPs and pivoting often

Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.

Role Goals

Goal #1: Deliver the best client experience by providing top tier operations on site, ensuring clients meet and exceed their goals, measured by client retention goal of 100% annually (for at least 9 consecutive months) by completing these initiatives:

Initiative #1: Communication: Create open, transparent lines of client communication, cross-departmental communication through:

• Planning, scheduling, & leading (when applicable) team meetings with key stakeholders
• Ensuring all client and employee emails are responded to within 24 hours
• Ensuring all client and employee slack messages are responded to within 24 hours
• Are the point of contact for internal Crafty departments (tech, merchandising, recruiting, etc)

Initiative #2: Budget maintenance: In partnership with the location owners within your portfolio and the Crafty Location lead, when applicable, ****support achieving P&L targets for the locations you support; ensuring budgets stay within the set monthly spend 100% of the time and your team meets the goal of maintaining a 15% product swap quarter over quarter.

Initiative #3: Team development - Through coaching, training, and engaging your team, you create an environment of open and honest dialogue with all individuals feeling empowered to take ownership of client outcomes and look for ways to improve operations

Initiative #4: Site health: Based on client site health surveys via Hubspot, ensure all client sites maintain a neutral or positive position. Support and participate in quality checks at the locations your team supports.

Goal #2: Achieve continued profitability growth for Crafty’s year over year targets by assisting in meeting company profitability targets as measured by market profitability:

Initiative #1: Drive operational efficiency:  Achieve profitability KPIs within scope of influence while finding opportunities and solutions to reduce waste and increase capacity for team and broader operation.

Initiative #2: Change champion: Collaborate with team and leadership to drive efficiency initiatives that support profitability targets.  Be a champion of change (through ADKAR structure) and hold the team accountable for implementation and execution of initiatives.

What we offer:

Our people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart, and supportive people who work incredibly hard and have a good time along the way.

We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events!

Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes.

Our compensation amount for this role is targeted at $85,000 per year - $100,000. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above.

Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.