Manager Responsable de Secteur
1 month ago
Area Manager - London - Cleaning Industry
We are an established Canadian facility, maintenance company. We provide a variety ofservices to large retail and commercial businesses nationally.
We have a competitive compensation & benefits plan including health, dental andvision, and a pension plan after 1 year.
The purpose of the Customer Experience & Retention Team is to enhance our existing customer relationships, customer experience & to lead the implementation of the customer scope of works (SOW) within Janitorial Services. This role is responsible for leading, managing, coordinating, and implementing daily the Janitorial Services scope of works at all store or site locations within the designated area or territory, across multiple customer banners .
The key focus areas of this role are in managing:
Performance of our Partners & Cleaners
Overall Store Operations (Including store budgets, profitability & KPI’s)
Quality Standards & Audits
Training
Cost Management
Increasing Revenue & Profits per Store and Customer Banners
United & Customer Processes, Policies & Guidelines
Responsible for participation in the development and implementation of annual plans by customer banners (annual waxing schedules/, budgets, potential add on sales opportunities).
Implement store level budgets.
Create and develop short and long-term strategies at store level to secure sustainability and profitability of all operations.
Build strong relationships with customers and business partners at store level (cross-selling, building trust, deliver good service, consistency, follow through, be a United brand ambassador and represent the brand positively).
Single point of contact at store level with customer for the communication between United and the customer for all services (nights, day porters, outside services, etc.) & Address store level customer concerns and provide timely and effective solutions to problems.
Daily/Weekly/Monthly meetings with customers banners on store audits, case management & action plans, periodic schedules, scope of works.
Weekly or as required, store compliancy walks with customers.
Lead or participate in store transition meetings with new customer and partner together about expectations around scope of works and set expectations.
Lead and coordinate all store level communication with United Partners daily on issues and actions.
Set expectations with Partners, provide training, coaching & mentoring.
Process Compliances:
· Lead all p rocess initiatives/implementation at store level; Work with Sr. management on identifying store level trends and process gaps.
Lead store level customer store/calibration walks.
Lead process adoption in Salesforce.
Responsible for managing business using United technologies provided (e.g., Salesforce/Outlook).
In-Store Specials.
Conduct Visitation Audits & manage Case mgmt. R.I and H & S Compliance
D Badging & uniform compliance for all Partners & cleaners
In Store Partner Training and support Partner Effectiveness in Partner training Program
Collection of Annexes or any other types of Inspections/reporting required by Customers for Billing purposes
Cost Management & Controls:
Responsible at store level for Revenue + Cost per Store; Responsible for the store level financial activities related to billing, invoicing, store budgets, customers, suppliers and sub-contractors’ expenses, employee hours, material costs over budget, equipment repair costs.
Mgmt. for operational costing for new & existing business.
Monitor asset inventory, including but not limited to, equipment, supplies at store level.
Implement transitions of new business in stores in compliance with customer transition process.
~ Lead g rowth of In-store business by upselling Special services.
Workforce & Performance Management:
~ Co-Lead Performance Mgmt. Recruitment, Training & Development:
Support Partner Effectiveness team in Hiring/Recruitment/Termination of Partners and Partner management (e.g., Insurance, Contract signing, ID Badging for all staff and Partners; Lead In-Store Partner Training (Scope + Equipment + Material Ordering) and support Partner Effectiveness & L & D in overall Partner training program.
Lead daily/weekly mentoring and coaching of Partners on store performance and customer scope of works.
Monitoring performance of reporting Partners and apply performance improvement plans to improve Partner engagement and productivity in conjunction with Partner Effectiveness team
Responsible for managing business using United technologies provided (e.g. Salesforce & Microsoft Programs). Responsible for asset management.
Work in compliance with all United, legal & health & safety policies and protocols.
Protect company assets from damage and misuse.
Ability to work flexible shifts on a rotation basis.
Business acumen
Expertise in floor-care and cleaning procedures is an asset.
Superior time management and problem-solving skills.
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