Director of Business Strategy & Client Relations

Restaurant Associates is seeking a dynamic, business‑savvy hospitality leader with a proven record in contract services and client relationship management. Reporting to the COO and based in the NYC corporate office, the Director of Business Strategy & Client Relations is responsible for driving client satisfaction, retention, and business growth across a premier portfolio. This position blends client engagement, business development, strategic planning, and innovation to elevate service delivery and reinforce R/A’s standing as an industry leader in hospitality excellence.

This role offers the opportunity to help shape R/A’s best‑in‑class hospitality standards and its culture of CARE, empowering associates to deliver exceptional experiences. Working closely with divisional leaders and cross‑functional partners, the Director ensures operational excellence, strengthens client partnerships, and identifies opportunities to enhance services through market insights and emerging trends. The position also contributes to new business pursuits, regional training initiatives, and R&D efforts designed to keep R/A ahead of changing expectations.

The Director engages directly with clients through site visits, quarterly business reviews, custom presentations, and ongoing communication, serving as an additional escalation point to resolve concerns quickly and effectively. They coordinate annual client expos to highlight industry trends and bring fresh ideas to client partners. The role includes supporting the management of client relations and retention portfolios with a focus on quality, service, innovation, and value, as well as identifying opportunities to improve satisfaction and strengthen long‑term partnerships.

This position plays a key role in rebids, contract renewals, and new business proposals, ensuring that submissions and financial proformas align with both client needs and company goals. The Director ensures QBRs are delivered consistently, develops evaluation plans for accounts nearing contract expiration, and collaborates with Operations, Finance, Marketing, Culinary, and Wellness teams to build comprehensive retention strategies spanning operational, financial, and relationship‑driven components.

Research and development is integral to the role. The Director monitors industry trends, emerging concepts, and market expectations, partnering with internal teams to create forward‑thinking programs that anticipate client and consumer needs. They also lead regional training sessions to guide operators on best practices in relationship building, communication, and service excellence, ensuring consistent execution across the organization.

Success in this role requires exceptional communication and listening skills, creativity in problem‑solving, strong relationship‑building capabilities, and the ability to collaborate effectively across teams. A genuine hospitality mindset, sales and marketing awareness, and familiarity with market trends are essential, along with strong financial acumen and confidence in contract negotiation, including an understanding of WITY (Whatever It Takes for Yes).

Candidates must hold a BA or BS degree and have previous district‑level management experience in a multi‑brand food service or retail‑food service organization. Demonstrated success managing multiple client relationships, along with experience in strategic planning, proposal development, and interpreting financial data, are required. Proficiency in Microsoft Office Suite and excellent verbal and written communication skills are also essential.