EMM Manager

Job description

An entry-level management position responsible for supervising a team of Implementation Consultants ensuring quality work at customer sites. Has a broad understanding of solutions, industry best practices, multiple business processes or industry technology products. Monitors Implementation Consultant activities and performance on projects. May serve as project advisor for moderately complex engagements.

Performs varied and complex duties and tasks that need independent judgment, in order to implement Oracle products and technology to meet customer needs. Effectively consults with management of customer organizations. May participate in sales proposals in a pre-sales capacity. May assist with end-user training and take the establishment live on the system after everything has been configured and everyone is trained. Provides coaching, guidance and feedback to develop skills of team members. Typically manages individual contributors. Demonstrates multiple business processes expertise within one product family. Ensures that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements

Four year degree preferred and 5 years of experience relevant to this position including 2 years Implementation Consulting experience preferred. Deep knowledge of Implementation Consultant role. Product or technical expertise relevant to area of focus. Ability to communicate effectively. Ability to build rapport with team members and clients. Ability to travel as needed.

Desired profile

Enterprise Menu Management (EMM) Team Manager Job Description

Job Role Background Information

The Enterprise Data Managements team (EMM) has an existing and every growing customer base that requires consistent review and management. The primary goals of this position are to:

Monitor work standards and ensure customer expectation and services are met by all consultants.

Continuously aim for improvement where service and standards can be raised.

Ensuring revenue and Team margins are increased on-going.

Engage with our customer base to foster excellence in customer relationship management, customer requirements gathering, proposal development, and service delivery

Work closely with product organizations, professional services, support, and sales teams to deliver a world-class customer experience.

Additional Responsibilities

· Line Manage EMM consultants, ensuring work is delivered in an accurate and timely manner to ensure guaranteed successful deployment of requests.
· P&L reporting – each EMM manager will be responsible for collating regional detail to report on the Global team P&L.
· Ownership of projects outside regular Data requests and ensuring these are met within timescales and estimated effort.
· Scoping and quoting for new EMM Customer leads as well as project work or Customer requests outside of Standard EMM contracts.
· Monitoring time spent and accuracy of timecard entry.
· Level of escalated contact for Head Office personnel
· Attending Customer Service Review Meetings
· Liaising with Development and Account Managers regarding new functionality. that impact on EMM Team.

Essential Skills

The EMM manager will have a strong background in managing the delivery of managed services for customers in the Food & Beverage or related industries. The successful candidate will have a minimum of five years of experience in the point-of-sale market, preferably in managed services, support, and/or customer service. Additionally, candidates should possess strong customer-facing skills, P&L management experience, and a strong general business background.

Additional Qualifications:

· 5+ years of Managed & Remote Services management experience, specifically in the Food & Beverage, Hotels, or Retail markets

· Some background in the point-of-sale market with a specific emphasis on menu and pricing management

· Strong background in consultative customer engagement

· Outstanding verbal and written communications skills.

· Solutions-oriented mentality in an environment with multiple products and services

· Proven ability to work seamlessly with distributed cross-functional teams to achieve success on behalf of customers

· Experience with Micros products a strong plus

· Degree level education or equivalent business experience a plus

· Willingness to travel up to 25%