Senior Relationship Manager

About SmartQ

SmartQ is redefining how the world experiences food. As a next-generation food-tech innovator, we solve real operational challenges through empathy-led insights and powerful technology. Our mission is clear: to elevate everyday dining into a seamless and meaningful experience.

In the last decade, weve transformed cafeteria and food operations across industries with scalable, cutting-edge solutions. Operating in 14 countries and backed by Compass Group- a $60B global foodservice leader SmartQ continues to push the boundaries of what modern food-tech can achieve.

Since our inception in 2015, weve become a trusted partner for corporates, hospitals, universities, and food courts worldwide. With a bold vision to become the worlds largest B2B food-tech company, we connect people through exceptional food experiences powered by advanced technology. Today, we proudly serve 400+ global clients, including leaders like Google, HSBC, Amazon, and Wells Fargo.

At the heart of SmartQ is a culture shaped by four core pillars:

Great People | Great Food | Great Experience | Greater Good

These values inspire collaboration, innovation, humility, and a relentless pursuit of excellence.

To dive deeper into what drives us, explore our cultural pillars on the SmartQ LinkedIn Life page. It offers an authentic glimpse into the journey you could be part of:

Are you excited to join our team as Senior Relationship Manager?

Are you passionate about building, nurturing, and scaling strategic client relationships? If you thrive on driving long-term value for both clients and the business, we are looking for you.

As a Senior Relationship Manager at SmartQ, you will play a critical role in managing and expanding high-value client relationships while ensuring exceptional service delivery, client satisfaction, and sustained business growth. This role goes beyond day-to-day account management - you will act as a trusted advisor to clients, driving strategic initiatives, operational excellence, and commercial success.

With a strong blend of leadership, strategic thinking, and deep understanding of food-service operations and technology-led solutions, you will be instrumental in strengthening SmartQs presence across key accounts.

Key roles and responsibilities:

Client & Relationship Management

• Serve as the senior point of contact for key and enterprise clients, building long-term, value-driven partnerships.
• Lead strategic client engagements, governance meetings, food committee discussions, and Quarterly/Monthly Business Reviews.
• Drive client retention, account expansion, NPS improvement, and overall relationship health.
• Understand evolving client needs and proactively recommend solutions aligned with SmartQs offerings.

Operations Oversight

• Provide strategic oversight of food service operations across multiple client locations.
• Ensure delivery excellence across buffet services, special events, pop-ups, and customized requirements.
• Ensure adherence to SmartQ standards, SLAs, contractual obligations, and statutory norms.
• Monitor food quality, service standards, hygiene, and safety across all assigned accounts.
• Optimize utilization of manpower, resources, utilities, and technology to enhance efficiency and performance.

Vendor & Partner Management

• Oversee vendor and partner ecosystems across accounts, including onboarding, negotiations, performance reviews, and compliance.
• Collaborate with vendors to improve sales performance, menu innovation, and customer satisfaction.
• Drive initiatives to reduce food wastage and improve operational profitability.
• Ensure timely vendor payments, documentation accuracy, and resolution of escalations.

Financial & Commercial Leadership

• Own P&L responsibility for assigned accounts, including budgeting, forecasting, and cost control.
• Partner with finance teams for accurate invoicing, collections, and financial reporting.
• Analyze food costs, wastage, and operational expenses to implement cost-optimization strategies.
• Identify and drive upselling and cross-selling opportunities to grow account revenues.

Compliance, Audits & HSEQ

• Ensure strict compliance with HSEQ, food safety, and statutory regulations across all sites.
• Lead and manage internal, external, and client audits, including QHSE and transactional audits.
• Work with HSEQ teams to implement corrective and preventive action plans.
• Maintain robust documentation and audit readiness at all times.

Data, Analytics & Reporting

• Leverage data analytics to track performance, identify trends, and drive continuous improvement.
• Prepare and present MBRs, MIS reports, dashboards, and executive-level client presentations.
• Utilize insights from audits, feedback, and surveys to enhance service quality and menu engineering.

Team Management

• Lead, mentor, and develop multi-site teams, fostering a culture of ownership, accountability, and collaboration.
• Drive people engagement, retention, training, and performance management.
• Act as a bridge between clients and internal teams to ensure seamless service delivery.
• Ensure effective adoption and smooth functioning of SmartQs food-technology platforms.

Branding & Growth Initiatives

• Support branding, marketing, and engagement initiatives at client locations.
• Communicate and drive adoption of new products, service enhancements, and operational innovations.
• Contribute to strategic growth initiatives and expansion of key accounts.

Qualifications:

• 5+ years of overall experience, with at least 45 years in a senior relationship/account management role.
• Graduate/Diploma in Hotel Management or a related discipline.
• Strong experience in managing large or complex client portfolios in food services, hospitality, or food-tech environments.
• Excellent written and verbal communication skills.
• Strong commercial acumen with proven P&L ownership experience.
• Proven ability to lead, influence, and manage high-performing teams.
• Sound knowledge of food operations, technology-enabled solutions, and HSEQ standards.
• Basic Food Hygiene certification preferred.
• Highly self-motivated, agile, and adaptable in a fast-paced environment.
• Results-driven with a strong sense of accountability and ownership.

Message from CEO:

We've come to realize that we're not merely in the B2B Food service industry; we're in the business of 'Capturing Hearts.' We find ourselves in a unique position to turn ordinary, mundane corporate cafeterias into places of pure delight, where individuals can freely express themselves, find inspiration, and share happiness. Such a profound transformation opportunity is a rare gift, where the purpose of our enterprise transcends the ordinary. If this vision resonates with you, we invite you to join us in our mission to spread joy and happiness in a world weighed down by stress and pressure. Together, let's play our part in making this world a more beautiful place.