Area Manager, Market Management
3 weeks ago
Tuesday, November 19, 2024
About Us
We are an established Canadian facility maintenance company providing a variety of services to large retail and commercial businesses nationally. We offer a competitive compensation and benefits plan including health, dental, vision, and a pension plan after 1 year.
Department Purpose/Function
The purpose of the Customer Experience & Retention Team is to enhance our existing customer relationships and to lead the implementation of the customer scope of works (SOW) within Janitorial Services.
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
Planning & Budgeting:
- Participate in the development and implementation of annual plans by customer banners.
- 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.
- Act as the single point of contact at store level for communication between United and the customer.
- Address store level customer concerns and provide timely and effective solutions.
- Support Regional Management on all face-to-face meetings with key customer stakeholders.
Internal Communication:
- Lead and coordinate all store level communication with United Partners.
- Set expectations with Partners, provide training, coaching & mentoring.
Process Compliance:
- Lead all process initiatives/implementation at store level.
- Responsible for managing business using United technologies provided.
Cost Management & Controls:
- Responsible for store level financial activities related to billing, invoicing, and budgets.
- Monitor asset inventory, including equipment and supplies at store level.
Workforce & Performance Management:
- Co-Lead Performance Management for Partners as per United reports.
Recruitment, Training & Development:
- Support Partner Effectiveness team in Hiring/Recruitment/Termination of Partners.
- Lead In-Store Partner Training and support Partner Effectiveness in overall training program.
- Work in compliance with all United, legal & health & safety policies.
- Protect company assets from damage and misuse.
- Ability to work flexible shifts on a rotation basis.
Skills:
- Business acumen
- Communication Skills: Active listening, verbal, and written communication skills
- Advanced Technology competency
- Expertise in floor-care and cleaning procedures is an asset.
- Process and compliance driven.
- Superior time management and problem-solving skills.
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