Brand Standards Manager

3 weeks ago

Cambridge, Canada JAN-PRO of Southwestern Ontario Full time

Founded in 1991, JAN-PRO is one of the largest commercial cleaning organizations in the world. Today, JAN-PRO comprises 12,000 + franchise owners who proudly serve over 56,000 customers across 10 different countries.

In terms of industry recognition, JAN-PRO is rated Excellent on Trustpilot and is regularly ranked as a top performing franchise in such publication as Entrepreneur Magazine. In fact, JAN-PRO remains the only franchise commercial cleaning company to be awarded #1 Commercial Cleaning Franchise for thirteen consecutive years by Entrepreneur Magazine’s Annual Franchise 500 Awards.

POSITION SCOPE:
Operating within the guidelines of the JAN-PRO Policies and Procedures, the Brand Standards Manager is responsible for overseeing account retention and enhancing business and brand growth within a franchised commercial cleaning network. The Brand Standards Manager inspects accounts, engages in proactive visits of accounts, secures ratings of franchisee staff, coordinates site visits and new accounts orientation, resolves customer complaints, develops franchise owners and maintains the network of franchise owners.

ESSENTIAL DUTIES:

- Understands the quarterly “Action Plans” established by the Master Owner
- Understands and comprehends the attributes behind the JAN-PRO brand
- Represents the JAN-PRO brand with vigor and enthusiasm
- Inspect/audit accounts at a frequency of once per month on accounts valued at a set value
- Accompanies Franchise Owner in ‘proactive’ site visits in order to secure ratings
- Calls new accounts within 24 hours of receiving notice of new customer
- Meets with new contacts to establish relationship
- Performs initial assessment via ‘walk-through’ of new potential Franchise Owners
- Sets up new accounts and provide assistance in the ‘new accounts’ process
- Provides ‘on-site’ training for new Franchise Owners and complete new Franchise Owner paperwork
- Identifies Special Service work opportunities for Franchise Owners
- Monitors Franchise Owners to ensure proper documentation for Special Service work
- Reviews customer needs for consumable supply needs
- Resolves customer complaints as necessary
- Assists the Master Owner in preparation and delivery of the Initial Franchise training
- Provides or assist the Franchise owner in SWAT analysis
- Assists the Master Owner in preparing data for Quality Review
- Transfers customers between owners if requested and documents these requests and transfers
- Informs all owners of transfers and assists in the transfer process through walk-throughs and information exchange
- Attempts resolution of customer complaints
- Recommends solutions for Owners in situations where customers are considering cancelling accounts
- Maintains and develops a network of Franchise Owners and shares in the dissemination of ‘best practices’, particularly in the area of Emergency Back-up Crews

PREREQUISITE KNOWLEDGE, SKILLS, AND EDUCATION:

- Undergraduate degree in related discipline
- Minimum of 5 years in management level experience in related franchise industry
- Demonstrated ability to manage large teams of people in organized structure
- Track record of success in management of large teams in competitive environment
- Excellent written and verbal English communication skills
- Proficient in MS Office programs (Word, Power Point, Excel, and Outlook) and Internet operations
- Strong presentation skills
- Professional speaking voice and demeanor
- Ability to work highly sensitive information and work in a confidential environment

PHYSICAL AND MENTAL REQUIREMENTS:

- Ability to function in high-pressure situations
- Manual dexterity to operate a computer (desk-top and lap-top) and other electronic equipment
- Ability to take legible hand-written notes where necessary
- Correctable vision and hearing
- Excellent interpersonal skills
- Clear, easy to understand oral communication ability
- Ability to sit for prolonged periods

ENVIRONMENTAL EXPOSURE:

- Air conditioned/heated office environment
- Exposure to artificial interior lighting
- Low to medium level noise
- Exposure to hazards as typically found in office products and equipment

This job description is not intended to be all-inclusive and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. The Company reserves the right to revise or change duties as the need arises. This job description does not constitute a written or implied contract of employment.

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