Global Account Director

Job Summary

The Global Account Director (GAD) is the key senior partner to our clients for strategy, program development & transformation, financial management, as well as defining a culture of service excellence and outstanding customer experience for the Managed Services operations within Restaurant Associates.

The GAD is a key stakeholder for the design, development, and bringing to life the F&B experience through a detailed model that emphasizes hospitality, wellbeing, sustainability, safety, and a unique organizational culture. In this role, you will be responsible for working with senior stakeholders to drive performance from partners, use data to support decisions and measure results, manage strategic projects, oversee financial performance, optimize costs, and enhance guest experience across the client portfolio. You will be expected to identify opportunities to improve outcomes across qualitative and quantitative metrics and track the effectiveness of different initiatives. To be successful in this role, you will need to take a proactive approach to delivering value to the client as a thought partner and expert communicator. You will manage a geographically distributed team to oversee service delivery across multiple locations across global locations.

Furthermore, this role works closely on global reporting and data management for the portfolio, working in partnership with the regional leads as well as the wider global Compass teams.  

This role requires a hands-on presence in New York City.

Responsibilities:

• Manage the client relationship at all levels, acting as a trusted extension of their team and primary point of contact.
• Collaborate with client and regional stakeholders to deliver enterprise-wide initiatives across a complex, matrixed organization.
• Establish and maintain strong client relationships across countries and regions to ensure alignment, trust, and mutual success.
• Ensure effective communication and joint monitoring of the contract to support successful implementation and continuous improvement.
• Build internal networks across regions to drive portfolio performance and share best practices.
• Oversee all contract deliverables to ensure full compliance and identify opportunities for improvement in alignment.
• Champion the adoption of new concepts, technologies, and methods that enhance service quality and align with strategic goals.
• Provide food and support service consultation to improve quality, service experience, and budget management.
• Leverage data, guest feedback, and industry insights to optimize offerings, promote well-being, reduce waste, and elevate the F&B experience for all employees and guests.
• Lead all client and R/A reporting activities, including QBRs, bi-annual reviews, and ad hoc analysis or presentations.
• Provide leadership, structure, and development opportunities to the account team, ensuring a high-performing organization aligned with evolving strategy.
• Ensure delivery of financial goals, identifying and addressing risks, and driving both budget achievement and growth opportunities.
• Oversee regional operations across global locations, ensuring consistent service and execution.
• Drive operational excellence programs to enhance the guest experience at all client locations.
• Promote and maintain a strong safety culture while ensuring compliance with local regulations and global standards.
• Partner with in-country teams to ensure full adherence to all local legislation and regulatory requirements.

Qualifications:

• 8–10 years of senior leadership experience in hospitality, food service, or customer experience, ideally within global or multi-regional environments.
• Proven ability to manage complex client relationships and deliver results across matrixed, multi-geography organizations.
• Deep understanding of global food & beverage operations, ideally within the business services or workplace sector.
• Exceptional communicator with the ability to engage effectively at the C-suite level across diverse cultures and locations; fluency in English required; additional languages a plus.
• Strong customer service orientation with excellent interpersonal, influencing, and relationship-building skills.
• Quick-thinking and solutions-oriented, demonstrating sound judgment, initiative, and agility in a dynamic environment.
• Highly self-motivated, adaptable, and able to balance independence with adherence to process and organizational guidelines.
• Detail-oriented with strong documentation and organizational skills; process-driven yet flexible in execution.
• Commercially curious and strategically minded, with a drive to think laterally and challenge the status quo for business improvement.
• This role requires hand-on presence in NYC.