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Area Manager
2 months ago
Wednesday, August 21, 2024
About Us
We are an established Canadian facility maintenance company providing a variety of services to large retail and commercial businesses nationally.
We have a competitive compensation & benefits plan including health, dental and vision, and a pension plan after 1 year.
Job Summary
This role is responsible for leading, managing, coordinating, and implementing 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:
- Customer Experience & Retention
- 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
- Support to other Area Managers as required
Planning & Budgeting:
- 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.
Customer Relationships & Communication:
- Build strong relationships with customers and business partners at store level (cross-selling, building trust, delivering good service, consistency, follow-through, being a United brand ambassador).
- Serve as the single point of contact at store level for communication between United and the customer for all services.
- Address store level customer concerns and provide timely and effective solutions to problems.
- Support Regional Management on all face-to-face meetings or touchpoints with key customer stakeholders.
- Conduct daily/weekly/monthly meetings with customer banners on store audits, case management & action plans.
- Provide daily/weekly/monthly reporting on issues & escalations to customers.
- Conduct weekly or as required, store compliance walks with customers.
- Lead or participate in store transition meetings with new customers and partners.
Internal Communication:
Lead and coordinate all store level communication with United Partners daily on issues and actions.
- Set expectations with Partners and provide training, coaching & mentoring.
- Participate in cross-functional weekly & monthly meetings with Regional & Support Teams.
Process Compliance:
Lead all process initiatives/implementation at store level; work with senior management on identifying store level trends and process gaps.
- Lead store level customer store/calibration walks.
- Lead process adoption in Salesforce.
- Manage business using United technologies provided (e.g., Salesforce/Outlook).
- Support key United operational processes and KPI’s.
- Assist with Partner Change Overs (PCO) with the Partnership team.
- Oversee material ordering and in-store specials.
- Conduct visitation audits & manage case management for issues and escalations.
- Create and implement periodic schedules.
- Ensure compliance with A.R.I and H & S regulations.
- Manage ID badging & uniform compliance for all Partners & cleaners.
- Support Partner Effectiveness in hiring, recruitment, and termination of Partners.
- Collect any required inspections/reporting for billing purposes.
Cost Management & Controls: Responsible at store level for revenue and cost management; budget vs actual and gross margins.
- Oversee financial activities related to billing, invoicing, store budgets, and expenses.
- Support senior management for operational costing for new & existing business.
- Monitor asset inventory, including equipment and supplies at store level.
Implement transitions of new business in stores in compliance with customer transition processes.
- Lead growth of in-store business by upselling special services.
Workforce & Performance Management:
- Co-lead performance management for Partners with the Partner Effectiveness team.
Recruitment, Training & Development:
- Support Partner Effectiveness in hiring, recruitment, termination, and management of Partners.
- Lead in-store Partner training and support Partner Effectiveness & L&D in overall training programs.
- Mentor and coach Partners on store performance and customer scope of works.
- Monitor performance of reporting Partners and apply performance improvement plans as needed.
Education/Experience:
- Degree in business administration or related field.
- Minimum of 5 years’ experience in the janitorial industry or any other operational environment.
- 3 – 5 years’ experience in a supervisory role.
