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Area Manager

1 month ago

Niagara Falls, Ontario, Canada United Services Group Full time
About Us

We are a leading Canadian facility maintenance company, providing a range of services to large retail and commercial businesses nationwide. Our competitive compensation and benefits package includes health, dental, and vision coverage, as well as a pension plan after one year of service.

Department Purpose/Function

The Customer Experience & Retention Team is responsible for enhancing our existing customer relationships, improving customer experience, and leading the implementation of customer scope of works within Janitorial Services. This involves listening to daily customer needs and acting proactively to meet and exceed scope of works, as well as providing additional products or services to meet and exceed their everyday needs in real-time.

Job Summary

This role is responsible for leading, managing, coordinating, and implementing daily 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 include managing customer experience and retention, communication between United, customer, and partner, performance of partners and cleaners, overall store operations, quality standards and audits, training, cost management, increasing revenue and profits per store and customer banners, United and customer processes, policies, and guidelines, and support to other area managers as required.

Duties and Responsibilities
  • Participate in the development and implementation of annual plans by customer banners, including annual waxing schedules, budgets, and potential add-on sales opportunities.
  • Implement store-level budgets and create and develop short- and long-term strategies at store level to secure sustainability and profitability of all operations.
  • Build strong relationships with customers and business partners at store level, including cross-selling, building trust, delivering good service, consistency, follow-through, and representing the United brand positively.
  • Act as a single point of contact at store level with customer for communication between United and customer for all services, including nights, day porters, outside services, etc., and various departments within United.
  • 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, including Customer District Managers (DMs) and Customer VPs.
  • Participate in daily, weekly, and monthly meetings with customers banners on store audits, case management, and action plans, periodic schedules, and scope of works.
  • Provide daily, weekly, and monthly reporting on issues and escalations, action plans, including access issues, to customer.
  • Conduct weekly or as required store compliance walks with customers.
  • Lead or participate in store transition meetings with new customer and partner together about expectations around scope of works and set expectations.
Internal Communication
  • Lead and coordinate all store-level communication with United Partners daily on issues and actions.
  • Set expectations with Partners, provide training, coaching, and mentoring.
  • Participate in cross-functional weekly and monthly meetings with Regional and Support Teams, including Learning and Development, Partner Relations, and Equipment Services.
Process Compliances
  • 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.
  • Responsible for managing business using United technologies provided, including Salesforce and Microsoft Programs.
  • Lead and/or support key United operational processes and KPIs, including the Retention Priority Framework.
  • Support Partner Change Overs (PCO) with Partnership team.
  • Material Ordering.
  • In-Store Specials.
  • Conduct Visitation Audits & manage Case mgmt. for issues and escalations.
  • Create and implement Periodic Schedules.
  • A.R.I and H & S Compliance
  • I.D Badging & uniform compliance for all Partners & cleaners
  • In Store Partner Training and support Partner Effectiveness in Partner training Program
  • Support Partner Effectiveness team in Hiring/Recruitment/Termination of Partners
  • Collection of Annexes or any other types of Inspections/reporting required by Customers for Billing purposes
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, customers, suppliers, and sub-contractors' expenses, employee hours, material costs over budget, equipment repair costs.
  • Support Senior Management for operational costing for new and existing business.
  • Monitor asset inventory, including but not limited to, equipment, supplies at store level.
Revenue growth in existing business
  • Implement transitions of new business in stores in compliance with customer transition process.
  • Lead growth of In-store business by upselling Special services.
Workforce & Performance Management
  • Co-Lead Performance Mgmt. for Partners with Partner Effectiveness team as per United reports (Monthly inspections, escalation reports, attendance reports, visitation reports)
Recruitment, Training & Development
  • Support Partner Effectiveness team in Hiring/Recruitment/Termination of Partners and Partner management (e.g., Partner Change Overs (PCO); Group Echo; Insurance, Contract signing, ID Badging for all staff and Partners; Material Ordering; Invoicing.
  • Lead In-Store Partner Training (Scope + Equipment + Material Ordering) and support Partner Effectiveness & L & D in overall Partner training program.
  • Lead daily/weekly mentoring and coaching of Partners on store performance and customer scope of works.
  • Monitoring performance of reporting Partners and apply performance improvement plans to improve Partner engagement and productivity in conjunction with Partner Effectiveness team
Technology & Assets
  • Responsible for managing business using United technologies provided (e.g. Salesforce & Microsoft Programs). Responsible for asset management.
Additional Responsibilities
  • Perform daily functions in alignment with company mission, vision, and values.
  • Work in compliance with all United, legal, and health & safety policies and protocols.
  • Protect company assets from damage and misuse.
  • Perform other related duties as may be required from time to time.
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 or outside the province as may be required from time to time.
  • Ability to deal with high levels of stress and solve problems as they arise.
  • Ability to work flexible shifts on a rotation basis.
Skills
  • Business acumen
  • Communication Skills: Active listening, verbal, and written communication skills
  • Advanced Technology competency
  • Managing budgeting & costing
  • Expertise in floor-care and cleaning procedures is an asset.
  • Process and compliancy driven.
  • Superior time management and problem-solving skills.