Brand Standard Manager

2 weeks ago

Scarborough, Canada JAN-PRO Central Ontario Full time

**Covering: Toronto, York Region & Scarborough**

JAN-PRO is Canada’s largest and most trusted cleaning and disinfection service provider. Our success as a company is a result of the hard work and dedication of our Certified Business Owners (CBOs). With a focus on quality control and franchise development, we are expanding our team to further elevate our standards of excellence.

The success of this position will be achieved through your customer service focus, interpersonal skills, ability to effectively communicate with others, and ability to inspire others and achieve industry-leading customer satisfaction levels. Your ability to impart technical skills (current janitorial methods and practices) is another critical aspect of this role. You will be spending most of your time meeting with customers and Franchisees at various locations within the designated territory ensuring the JAN-PRO services are driving growth and success.

**Responsibilities**:
As Operation Manager for the Commercial Cleaning Franchise company, you will play a pivotal role in maintaining and enhancing service quality across our franchise operations. Your responsibilities will include:

- **Quality Control**: Serve as the first point of contact for Client’s Site Management and Certified Business Owner; Schedule and execute existing customer visits to review service scopes for each customer and ensure compliance with the scope of work.
- **Franchise Development**: Collaborating with existing Certified Business Owners to drive growth and address any potential issues; Providing guidance and assisting the team in troubleshooting customer requests/ complaints or deficiencies identified during audits and improve service standards.
- **Training and Support**: Responsible for coordinating/ scheduling training for new Certified Business Owner; Providing ongoing training and support to franchisees during and after office hours.
- **Customer Satisfaction**: Manage multiple accounts, ensuring that a high level of customer retention and satisfaction is maintained by developing campaigns for maintaining customer loyalty; Cultivate strong relationships with Clients and Franchisees and communicate on an ongoing and regular basis to understand their needs and ensure satisfaction.
- **Operational Efficiency**: Streamlining processes to optimize operational efficiency; Record thorough details of assessments and meeting summaries with customers in CRM (Extraview); Report Weekly summaries of issues, concerns, and solutions to JAN-PRO Regional Director
- **Sales**: - Generate Special Service Quotes and oversee Account Start-Ups; Identify additional Sales Opportunities and Generate Leads for our Sales team wherever possible; Support the sales team where needed and sell directly to clients as required.
- **Other duties as assigned.**

**Qualifications**:

- Valid driver’s license, access to own vehicle, and clean driving record.
- Minimum 3 years of Management in the commercial cleaning industry
- Working knowledge of current commercial cleaning methods and practices.
- Demonstrated proficiency with cleaning equipment, including commercial floor scrubbers.
- Demonstrated ability to coach, develop and train individuals.
- Willing to work flexible hours and days - some evenings and weekend work will be required.
- Position includes an on-call component. Must be available to assist Franchisees in dealing with Urgent/ Emergency concerns from customers when required.
- Experienced and proficient with technology (computer, web-based, app, and mobile functions) and Microsoft Office (Excel, Word, PowerPoint, and Outlook)
- Strong written and oral communication
- Action-oriented, attention to detail, and ability to work effectively in a fast-paced work environment.
- Ability to work independently, in a team, and meet deadlines.
- Driven to work hard towards delivering excellence in client servicing, building relationships, and partnering to offer solutions to challenging problems.
- Excellent problem-solving skills and ability to effectively manage change.

Ability and willingness to travel regularly within the designated territory.

**Job Types**: Full-time, Permanent

**Salary**: From $50,000.00 per year

**Benefits**:

- Automobile allowance
- Casual dress
- Company events
- Dental care
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care

Schedule:

- Day shift
- Monday to Friday
- On call
- Weekends as needed

Supplemental pay types:

- Bonus pay
- Commission pay
- Retention bonus

Application question(s):

- How do you structure your training programs to ensure that franchisees are well-equipped with the necessary skills and knowledge to meet company standards?
- How do you support the well-being of franchisees, both professionally and personally, to ensure a positive and sustainable working relationship?

**Education**:

- DCS / DEC (preferred)

**Experience**:

- Cleaning: 3 years (preferred)

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