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Area Manager Retail F/H

2 months ago

Halifax, Nova Scotia, Canada United Services Group Full time

About United Services Group

We are a leading Canadian facility maintenance company, providing a range of services to large retail and commercial businesses across the country.

We offer a competitive compensation and benefits package, including health, dental, and vision coverage, as well as a pension plan after one year of service.

Job Summary

This role is responsible for leading and managing the janitorial services scope of work at all store locations within a designated area or territory, across multiple customer banners.

Key Focus Areas

  • Customer Experience and Retention
  • Communication between United, Customer, and Partner
  • Performance of our Partners and Cleaners
  • Overall Store Operations (Including Store Budgets, Profitability, and KPIs)
  • Quality Standards and Audits
  • Training
  • Cost Management
  • Increasing Revenue and Profits per Store and Customer Banners
  • United and Customer Processes, Policies, and Guidelines
  • Support to other Area Managers as Required

Duties and Responsibilities

  • Planning and 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 and Communication:
    • Build strong relationships with customers and business partners at store level (cross-selling, building trust, delivering good service, consistency, follow-through, being a United brand ambassador, and representing the brand positively).
    • Single point of contact at store level with customer for communication between United and the customer for all services (nights, day porters, outside services, etc.).
    • Address store-level customer concerns and provide timely and effective solutions to problems.
    • Participate in:
    • Daily/Weekly/Monthly meetings with customers banners on store audits, case management, and action plans, periodic schedules, scope of works.
    • 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.
  • Process Compliances:
    • Lead all process initiatives/implementation at store level; work with Sr. 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 (e.g., Salesforce/Outlook).
    • In-Store Specials.
    • Conduct visitation audits and manage case management R.I and H & S Compliance.
    • In-Store Partner Training and support Partner Effectiveness in Partner training Program.
    • Collection of Annexes or any other types of Inspections/reporting required by Customers for Billing purposes.
  • Cost Management and Controls:
    • Responsible at store level for Revenue + Cost per Store.
    • 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.
    • 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 and Performance Management:
    • Co-Lead Performance Mgmt.
  • Recruitment, Training, and Development:
    • Support Partner Effectiveness team in Hiring/Recruitment/Termination of Partners and Partner management (e.g., Insurance, Contract signing, ID Badging for all staff and Partners).
    • 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 and Assets:
    • Responsible for managing business using United technologies provided (e.g., Salesforce & Microsoft Programs). Responsible for asset management.
  • Education/Experience:
    • Degree in business administration or related field.