Job Description

ABOUT US

Food waste is a $1 trillion problem costing the world over 1% of global GDP. Were dead set on solving the problem and looking for people to help us achieve our mission. We, at Winnow, believe that food is far too valuable to waste, and that technology can transform the way we produce food. Our team is made of people who all share a passion for food and technology.

Winnow was founded in London in 2013 to help the hospitality industry prevent food waste through internet of things tools in the kitchen. We have worked with hundreds of sites and are operating in over 30 countries around the world supported by our offices in London, Dubai, Shanghai, Singapore, Romania and North America. We are a rapidly growing company with a strong base of clients who are rolling out our system globally. We have blue-chip customers including Accor Hotels, IKEA, IHG, Marriott, Compass Group and many others.

Winnows clients on average reduce waste by over 50% by value and sustain savings. Winnow has now worked with hundreds of sites to reduce food waste, including hotels, universities and schools, staff restaurants, event/hospitality kitchens, buffets, pubs, and high street restaurants. Where the system is permanently adopted, pre-consumer waste value is reduced by 50% - 70% with no detrimental impact to the perceived quality or value of the offer to their customers. This represents a typical improvement of food cost savings of 3% to 8%, commonly a 40%+ increase in profitability for operations.

As the global leader in addressing food waste, we are committed to continue pushing the envelope on what technology can do to solve this problem. Winnow Vision, our new artificial intelligence-based technology, is trained to automatically track all food waste thrown away. It has won awards at the World Economic Forum and has been received tremendous enthusiasm from our clients and the industry. You can read more about it on our website and this article in Forbes.

We are passionate about living our values and place them at the centre of everything we do. We are excited about like-minded talent who share these values, joining us in our mission:

EQUAL PARTS HEAD AND HEART. Were both passionate and measured. We carefully balance the need for quick solutions and pragmatism with the ability to step back, take in the bigger picture and build for the long term.

BRAVELY HONEST. With each other, that means were a transparent organisation where healthy, respectful debate is encouraged. With our customers, we challenge them if we dont think theyre achieving their goals, whether they be environmental or financial.

PEOPLE OF ACTION. Done is better than perfect, and we learn by boldly doing then rapidly improving. Were breaking new ground, so we know things might go wrong. But we judge ourselves and each other on our reaction and our resilience.

BOUND BY FOOD. Were a diverse bunch, but our belief in the value of food is the common thread in everything we do. With each other, we celebrate through our love and respect for food. With our customers, it means we work hard to develop creative tools to make it easy for chefs to value food.

HUNGRY AND HUMBLE. Our product is revolutionary, our people are impressive, and were hungry for change. But, were just the catalyst for a bigger movement. We stay humble regardless of our success, and make chefs the heroes in this journey.

PEOPLE AND PLANET POSITIVE. Were caretakers of the planet, helping to preserve and support it for now and the future. Our work already minimises the impact that the hospitality industry has on the planet, and were also committed to actively reducing our own footprint while doing so. Were leaving the planet and its people better off than we found them.

This is an opportunity to join a rapidly growing start-up (and one of Wireds top 100 start-ups in Europe) and help us propel our growth at what is truly the most exciting and dynamic points in time in our business. You will work alongside a driven team who are motivated by building an exciting business and leaving the world a better place than we found it.

ABOUT THE OPERATIONS TEAM

The Operations team are responsible for the on-boarding and implementation of our technology across new customers, as well as ensuring on-going success once the system is up and running on client sites. The goal successful pilots with early clients, such that they quickly become key clients deploying our technology on a national and international scale.

The team manage the processes, systems and controls which enable our business to successfully scale and grow. The team continually review these processes to provide innovative enhancements to achieve operational excellence, which in turn enable the company to meet its strategic objectives.

Our Operations team consist of over 20+ colleagues who are based in London, Dubai, Singapore, Shanghai and the US.

ABOUT THE ROLE

This is an exciting opportunity for a fluent Spanish speaking Customer Success Manager to play an instrumental role on implementing our technology in our growing markets in North America. This role will suit someone looking to continue to develop their career within Customer Success, and keen be involved in the shaping of the function from the outset.

If you are a driven, entrepreneurial candidate with strong problem solving skills who is excited about supporting interesting projects and delivering outstanding results, we would love to hear from you.

This role will involve regional travel. You should be comfortable to spend around 25% of your time travelling, once travel is permitted once more.

KEY OBJECTIVES

As a Customer Success Manager, you will lead the on-boarding and systems implementation with our clients. You will support them to ensure they are utilising our technology effectively to drive sustainable food waste reductions.

More specifically, your responsibilities will include:

• Build exceptionally strong relationships with clients ensuring they are bought in to making the Winnow system successful;
• Manage the process of smoothly on-boarding customers, train multi-disciplined teams to use Winnow both in person, in central training locations and remotely;
• Keep clients engaged by working with them to ensure their waste reduction targets are met through monitoring site performance and using Winnows insights;
• Proactively analyse client reports and troubleshoot with the client where needed;
• Manage KPIs jointly with the client and Winnow's senior team members to ensure that the system is delivering a strong business case, implementing changes where necessary;
• Identify opportunities to improve processes, customers experience and product;
• Participate in projects as required;
• Support our front line tech and customer support team with clients enquiries where required.

REQUIREMENTS

EDUCATION AND EXPERIENCE

• You are likely to be degree educated
• You will be fluent in Spanish
• You are likely to have work experience within the hotel or hospitality industry, ideally within a multi-national organization in a Client Success / Delivery or Project Management capacity
• You will ideally have an intermediate level of Excel and working knowledge of Word and Powerpoint

PERSONAL ATTRIBUTES

• You are results driven and highly motivated. You are a data driven person who can use data to track the success of your clients
• You have proven experience of knowing what it takes to provide consistently first-class customer service to external customers, remaining calm and measured even when dealing with the most demanding individuals
• You are comfortable taking ownership and accountability for your work whilst working effectively as part of a larger team and with limited supervision
• You have experience working as part of a global team and building positive relationships with internal and external individual across borders
• With excellent communication skills you are a confident and articulate presenter. You communicate clearly in both written and spoken language. You listen attentively and are experienced in building successful relationships at all levels from CEO to analyst
• You are persuasive and personable and find building relationships with your customers enjoyable
• You have excellent attention to detail and a meticulous eye for identifying inconsistencies or inaccuracies in data. You take your time to get things right first time
• You are able to organize self, including effective scheduling, prioritization and time management skills, managing multiple tasks in parallel and completing tasks to tight deadlines
• You understand how to manage change and are happy to get your hands dirty

OUR SHARED ATTRIBUTES

• You are both passionate and measured. You carefully balance the need for quick solutions and pragmatism with the ability to step back, take in the bigger picture and build for the long term
• You are transparent in approach and enjoy healthy, respectful debate. You work hard to build open and honest collaborative relationships
• You get things done and seek to continually improve. Your customers want you on their team
• You are passionate about the value of food and are committed to the fight against food waste
• You are humble in approach and quick to pitch in if you see someone struggling

BENEFITS

• Competitive base salary
• Company stock options package
• 401k contributions
• Life insurance
• Company part-funded health insurance
• Employee assistance programme
• 25 days of paid vacation time (plus the option to buy a further 5 days annual leave) in addition to national holidays
• You will love what you do waking up every day solving one of the biggest social problems of our generation
• Committed team members with broad experience who share a common passion to build a world class business