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ABOUT THE ROLE

Compensation

$91,200 - $171,100

Purpose:

The Director, Customer Relations provides national leadership for Sysco’s head office service model, overseeing the Relationship Management team responsible for contracted customer support and service delivery at the corporate level. This role ensures that Sysco consistently delivers on its commitments for service excellence, issue resolution, pricing integrity, and operational alignment across all national accounts.

Working in dual accountability with the Director, Customer Experience, this role connects the customer head office experience with site-level execution to deliver a seamless, “One Sysco” service approach. The Director collaborates closely with the VP, National Accounts and Director, National Sales to execute national initiatives, drive service consistency, and ensure alignment with customer and enterprise objectives.

Role Responsibilities:

Customer Head Office Service Oversight

• Guides the Relationship Management team in delivering exceptional service to national customer head offices, ensuring consistent execution, accountability, and alignment with Sysco’s service standards.
• Oversees escalation management for complex service or operational challenges, driving cross-functional collaboration to achieve timely resolution.
• Represents Sysco in senior-level customer meetings and business reviews, reinforcing trust, transparency, and partnership through proactive communication and follow-through.

Collaboration & Alignment

• Partner closely with the Director, Customer Experience to synchronize service between the head office and regional site teams.
• Work with the Directors of National Sales and the VP, National Sales to translate strategic objectives into actionable service plans.
• Collaborate with internal departments (Sales Operations, Supply Chain, Merchandising, and Finance) to remove roadblocks and ensure seamless customer service is achieved.

Operational & Performance Management

• Drive team accountability to deliver service KPIs, fill rates, credit trends, and compliance metrics, implementing corrective actions as needed.
• Identify root causes of systemic challenges and partner with cross-functional leaders to implement sustainable solutions.
• Drive national process adoption, ensuring consistency and efficiency across all customer touchpoints.

Customer Engagement & Representation

• Serve as a senior service contact for key customer head offices.
• Support the business review process and strategic meetings focused on performance, opportunities, and partnership growth.
• Represent Sysco at industry and customer events to strengthen relationships and elevate brand reputation.

Leadership & Team Development

• Lead, coach, and develop a team of Relationship Managers, fostering collaboration, accountability, and customer-first thinking.
• Set clear expectations for performance, service quality, and professional development.

• Build a culture of transparency, partnership, and problem-solving within the national service structure.

Qualifications/Skills/Job Requirements (About you):

• 8+ years sales experience, and 5+ years leading a B2B sales team in a professional sales environment or equivalent experience, with demonstrated success in contract sales.
• Post-secondary Degree or Diploma in a business-related field; equivalent experience may be considered.
• Experience in the food service industry is an asset.

• Intermediate proficiency in Microsoft Office including Excel, Word, PowerPoint, Outlook, etc.
• Excellent verbal and written communication skills
• Must be detail oriented, business-minded, and able to probe into information to get results.
• Demonstrated sales growth and success with a customer and business focused approach.
• Understanding & application of key selling skills concepts, principles, and applications.
• Excellent relationship management experience, time manager, business acumen, initiative, and desire to succeed are required.

Company Overview:

Sysco connects the world to share food and care for one another. Sysco leads from the heart of food and service to deliver the freshest of foods and ideas to restaurants, healthcare and educational facilities, lodging establishments and other customers who prepare meals away from home. Our customers can count on us to deliver on-point products and solutions since only Sysco is the global leader, sitting at the heart of innovation supply, delivery, culinary and more.

With over 57,000 associates and a fleet of over 13,000 vehicles, Sysco operates approximately 326 distribution facilities worldwide and serves more than 625,000 customer locations. For fiscal 2022 that ended July 2, 2022, the company generated sales of more than $68 billion USD.

Sysco, one of Canada’s Best Employers 2022, as listed by Forbes, is dedicated to our global corporate social responsibility goals and to creating a diverse and inclusive workplace. We offer our associates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations.

Sysco is more than just a place to work. Our passion for food and our customers has made us the industry leader. To remain on top, we will continue to think bigger, work harder and never give up. Are you ready to drive success?

For more information, visit www.sysco.ca or follow us @SyscoCanada at facebook.com/SyscoCanada; twitter.com/SyscoCanada or instagram.com/SyscoCanada

For a full list of opportunities, visit www.sysco.ca/careers

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