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Regional Director of Refreshment Services (LA, New Orleans)LA, St. Rose

The Regional Director of Refreshment Services provides both financial and operational leadership for assigned branches or divisions. This role is focused on delivering an exceptional customer experience, ensuring every interaction with Five Star reflects our commitment to best-in-class service. The Regional Director partners closely with branch leadership to develop, implement, and uphold company operational standards, while providing oversight, guidance, and support to branch teams. This position supervises and coordinates the activities of Branch Directors of Refreshment Services and works in close collaboration with the Vice President of Retail Operations (VPRO) at each branch to drive consistent performance, quality, and growth.

Key Performance Indicators (KPI’s):

Client Satisfaction/Retention, P&L Management, Safety, Employee Success

Key Responsibilities

Leadership, Talent Development & Culture

+ Lead, inspire, and develop a high-performing team of Directors of Refreshment Services, Refreshment Champions, and branch teams across multiple locations.

+ Champion coaching, performance management, succession planning, and the development of multi-unit leadership capabilities.

+ Foster open communication through regular meetings with refreshment leaders, route teams, warehouse personnel, and branch operations.

+ Support senior leadership in setting a strong, consistent culture that reflects company values and promotes accountability, inclusion, and collaboration.

+ Maintain a working knowledge of all refreshment-related branch roles and provide hands-on support as operational needs require.

Customer Experience, Retention & Brand Representation

+ Serve as the primary brand ambassador for the territory, representing Five Star with clients, community partners, and at industry events.

+ Build and sustain strong client relationships through regular branch and customer visits, business reviews, proactively addressing feedback to support retention and growth.

+ Partner with branch leadership to achieve pricing, retention, engagement, and customer satisfaction goals.

+ Participate in client presentations, refreshment events, trade shows, and refreshment space design initiatives.

Strategic Partnership & Cross-Functional Collaboration

+ Work with the Vice President of Refreshment Services to support OCS, Water, and Pantry strategy, training, and planning to achieve revenue and profit objectives.

+ Partner closely with Sales, Retention, Finance, and Operations teams on proformas, proposals, and full sales and retention processes.

+ Collaborate with regional peers to share best practices, mitigate risk, and drive continuous improvement.

+ Maintain strong alignment with the Vice President of Retail Operations (VPRO) at each branch.

Financial Performance & Business Optimization

+ Own P&L performance for refreshment operations across assigned districts or territories.

+ Analyze financial and operational reports to identify profitability trends, cost controls, and revenue growth opportunities.

+ Review and adjust service frequencies, route structures, and labor models to maximize sales while maintaining customer satisfaction.

+ Oversee forecasting, budgeting, dashboards, and reporting to support operational and financial decision-making.

Operational Excellence & Standards Execution

+ Ensure consistent execution of refreshment service standards, product launches, equipment rollouts, and training initiatives across all branches.

+ Conduct location inspections, inventory audits, and operational reviews to ensure compliance with company standards.

+ Oversee operational KPIs and performance metrics to ensure efficiency, accountability, and continuous improvement.

Safety, Compliance & Administration

+ Promote a clean, safe, and compliant work environment; communicate and reinforce company safety policies and goals.

+ Ensure consistent and fair administration of company policies, procedures, and collective bargaining agreements where applicable.

+ Complete required reporting accurately and on time in accordance with company policy.

Preferred Qualifications:

+ Strong leadership background with exposure to contract/budget management, customer service, people development, breakroom coffee & pantry services, and negotiations.

+ Proven track record of growing a business with strong financial and operational acumen.

+ Ability to think quickly, analytically, strategically, and accurately.

+ Exceptional client relationship, influence, presentation, listening, and communication skills (written and verbal).

+ Proactive, positive, professional, flexible, and resilient with a commitment to inclusion.

+ Demonstrates initiative, ownership, multitasking, prioritization, and organizational skills.

+ Proficient in Microsoft Suite

+ Extensive travel required

Education and Experience:

Bachelor's degree (B.A.) from four-year College or university; and (5) Five year’s related experience and/or training; or equivalent combination of education and experienceCertificates, Licenses, Registrations:

A va l id d r i v er's l ice n se and go o d driving r ecord . Must pass b ackground and/or secur i ty check .

Disclaimer:

This is not necessarily an exhaustive list of all responsibilities, skills, tasks, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to modify essential functions of the job, or to require that other or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs or technical developments.

Location - LA, St. Rose - LA