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ABOUT THE ROLE

Purpose

The Relationship Manager serves as the primary service liaison between Sysco Canada and its national contracted customers. This role delivers a consistent, high-quality customer experience through proactive communication, issue resolution, and cross-functional collaboration. The Relationship Manager ensures service levels, pricing accuracy, and operational performance meet customer and contractual expectations while supporting profitable growth and customer retention.

Operating as an individual contributor within a team-based model, the Relationship Manager manages multiple national accounts within a centralized service structure and collaborates closely with internal partners to deliver on Sysco’s service commitments.

Responsibilities

Customer Relationship & Service Excellence

• Act as the main service contact for assigned national customer head offices.
• Lead resolution of escalated service issues, ensuring accountability and follow-through.
• Communicate proactively on delivery schedules, inventory status, pricing updates, and performance metrics.
• Report on service levels, KPIs, and compliance with contractual requirements (MSA).
• Engages confidently at all levels of both Sysco and customer organizations to build alignment, trust, and partnership.

Operational Coordination

• Coordinate new customer and site onboarding, including managed order guides, pricing files, and delivery setup.
• Support culinary events, menu launches, and product transitions in collaboration with Merchandising and Account Managers.
• Partner with Supply Chain on inventory management, LTO/promo execution, shrink mitigation, and auto-substitution.
• Manage cross-dock assessments, inbound PO issues, and vendor-related escalations.
• Set-up New Vendors, manage vendor exceptions
• Set-up New Listings

Strategic Collaboration

• Support business reviews with insights on service trends, opportunities, and solutions.
• Identify and communicate sales or penetration opportunities to the Director, National Sales.
• Participate in customer and industry events, representing Sysco’s brand and service excellence.
• Contribute to process improvement initiatives and adoption of national SOPs, digital tools (Shop, Pay, Delivery) and data integrations.

​Reporting & Tools

• Review and communicate service and performance reporting for head offices (e.g., KPI scorecards, fill rates, short reports).
• Track and address pricing variances, landed cost issues, and rebate discrepancies.
• Utilize Sysco 360 and related systems for tracking, documentation, and communication.
• Maintain customer contact records, reporting cadence, and service documentation.
• Support credit and AR reconciliation with head offices and franchisees.
• Coordinate vendor onboarding, contract management, and compliance tracking.

Qualifications

• Minimum 3+ years of job-related experience within a sales or marketing role.
• 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.

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