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Program Manager

3 weeks ago

Canada Rentokil Initial Full time

Steritech Brand Standards is proud to be a member of the Rentokil family of companies in North America the global leader in pest control. The company has experienced significant growth, doubling in size over the past five years. Steritech is the market leader in food safety, quality assurance, and customer experience management. We pride ourselves on being a trusted partner to many of the world's leading brands across industries as diverse as manufacturing, processing, retail, food service, and hospitality. We help our clients give the best, safest, and healthiest possible service to THEIR customers.

The Program Manager (PM) is a position in Customer Experience.  Client portfolio is largely tactical, and complexity of programming is low as services rendered are Benchmark programs.  The PM is the primary person focused on developing strong relationships, providing daily support, and providing technical insights to execute on an account strategy that will earn the best return for both the client and Steritech.  An essential part of this position is orchestrating the implementation of services, ensuring quality and calibration of Specialists assessing the locations, meeting service level agreements, and the communication and escalation of issues where appropriate.  

In addition, the Program Manager must possess an in-depth understanding of the Brand Standards business, Steritech protocols and procedures and specific customer brand requirements to ensure a high level of service to the client and to facilitate excellent communication between Steritech and all levels of the client organization.

Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Manages a client portfolio composed of a large number of clients with individual annual revenues below $100K per client.
  • Establishes productive, professional, and consultative relationships with key personnel throughout assigned client organizations (at both the franchise and corporate level).
  • Coordinates the involvement of the vertical team (Specialists, Support Services, technical resources, operations management, and leadership) in order to meet account performance objectives and client's expectations.
  • Connects key stakeholders within a client's organization to the Steritech team through formal and informal meetings.
  • Develop and maintain an in-depth knowledge of the market segment, sharing insights, trends, benchmarking, and best practices with clients assigned.  
  • Proactively assesses company performance on quality, calibration, round spread, dayparting, survey results, Specialist feedback and manages SLAs.
  • Meets assigned targets for growth, profitability, A/R and strategic objectives in assigned accounts.   
  • Works with Accounts Receivable and client to ensure payment of any outdated invoices.
  • Executes successful contract renewals and price increase terms with clients assigned.
  • Performs basis support service tasks that maintain the client's base account. 
  • Proactively assesses, clarifies, validates customer needs and adds value to customers programs while ensuring Steritech profitability.
  • Responsible for submitting weekly, monthly, and yearly reports as required; including ensuring administrative procedures are performed as necessary to complete required reports.
  • Performs all other duties as assigned.

BASIC QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, ability and/or background required.

  • Excellent French and English communication skills (spoken and written) are essential for collaborating with clients and internal teams.
  • Must have a Bachelor's Degree in business or management-related field or three years progressive management experience in a related service industry or successful completion of account management track (internal candidates).
  • Must be a self-starter with the ability to perform in high pressure and dynamic situations with skill and tact.
  • Exhibit strong time management skills and the ability to self-organize. 
  • Demonstrated ability to execute on projects and initiatives.
  • Excellent communication skills, both verbal and written. 
  • Accomplished in virtual meeting facilitation. 
  • Ability to effectively negotiate with a track-record of results.
  • Ability to demonstrate financial knowledge and business acumen.
  • Attention to detail.
  • Sound decision making skills.
  • Desire and ability to travel via car and airplane to meet clients, field operations, attend meetings and conferences as necessary.
  • Proficiency with Google applications (docs, sheets, calendar, drive, etc.).
  • Must pass pre-employment background screenings (DMV, criminal, drug).

PREFERRED QUALIFICATIONS

  • Minimum three years of strategic sales experience in a business-to-business sales and/or account management organization.
  • Experience in the (foodservice/grocery/convenience/QSR) industry.

PHYSICAL DEMANDS

Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.

  • Passenger car, telephone, personal computer, other general office equipment
  • Walking, standing, squatting, kneeling, sitting, driving, seeing, communicating (orally & in writing).
Benefits
  • Company Car
  • Annual bonus
  • Company cell phone and laptop
  • Company paid holidays, vacation and sick time. 
  • Excellent Health benefits including Medical, Dental, Vision, and Life Insurance
  • Employee Assistance Program that offers services such as free counselling services and other benefits
  • Retirement Savings plan with highly-competitive company-matching contributions of 3.5%.
  • Employee Discounts 
  • Fantastic Tuition Reimbursement benefits & Scholarship Programs