Area Manager

2 weeks ago

Ottawa, Ontario, Canada Veranex, Inc. Full time
Area Manager - London - Cleaning Industry

Monday, February 17, 2025

About Us

We are an established Canadian facility maintenance company. We provide a variety of services to large retail and commercial businesses nationally.

We have a competitive compensation & 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 customer experience, 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
- 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.
- Single point of contact at store level with customer 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.
- Daily/Weekly/Monthly meetings with customers on store audits, case management & action plans.
- Daily/Weekly/Monthly reporting on issues & escalations to customer.
- 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, 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.
- Lead store level customer store/calibration walks.
- Responsible for managing business using United technologies provided.
- Support Partner Change Overs with Partnership team.
- Conduct Visitation Audits & manage Case management for issues and escalations.
- Create and implement Periodic Schedules.
- In-Store Specials.

Cost Management & Controls:

- Responsible at store level for Revenue + Cost per Store; Budget Vs Actual + Gross margins.
- Responsible for the store level financial activities related to billing, invoicing, store budgets, and expenses.
- Support Senior Management for operational costing for new & existing business.
- Monitor asset inventory at store level.

Workforce & Performance Management:

- Co-Lead Performance Management for Partners with Partner Effectiveness team.

Recruitment, Training & Development:

- Support Partner Effectiveness team in Hiring/Recruitment/Termination of Partners.
- Lead In-Store Partner Training and support Partner Effectiveness & Learning & Development in overall Partner training program.
- Lead daily/weekly mentoring and coaching of Partners on store performance.

Additional Responsibilities:

- Perform daily functions in alignment with company mission, vision, and values.
- Work in compliance with all United, legal & health & safety policies and protocols.
- Protect company assets from damage and misuse.
- Perform other related duties as may be required.

Other Job Requirements and Expectations:

- Available to address customer and Partner needs and concerns in a timely manner.
- Willing to travel frequently within the designated territory.
- Ability to deal with high levels of stress and solve problems.
- 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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