Area Manager - NFL - Cleaning Industry

United Services Group

9h•CA$65,000 - CA$75,000•Hybrid

About The Position

We are an established Canadian facility maintenance company providing a variety of services to large retail and commercial businesses nationally. We offer a competitive compensation and benefits plan including health, dental, vision, and a pension plan after 1 year. The purpose of the Customer Experience & Retention Team is to enhance our existing customer relationships, customer experience, and to lead the implementation of the customer scope of works (SOW) within Janitorial Services. This is achieved by listening to daily customer needs and acting proactively to meet and exceed scope of works and providing additional products or services to meet and exceed their everyday needs in real time. 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 are in managing Customer Experience & Retention, Communication between United, Customer & Partner, 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, and United & Customer Processes, Policies & Guidelines. Support to other Area Managers is also required.

Requirements

Business acumen
Communication Skills: Active listening, verbal, and written communication skills
Advanced Technology competency
Managing budgeting & costing
Process and compliancy driven.
Superior time management and problem-solving skills.
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 level of stress and solve problems as they arise.
Ability to work flexible shifts on a rotation basis.

Nice To Haves

Expertise in floor-care and cleaning procedures is an asset.

Responsibilities

Participate 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.
Build strong relationships with customers and business partners at store level (cross-selling, building trust, deliver good service, consistency, follow-through, be a United brand ambassador and represent the brand positively).
Serve as the single point of contact at store level with the customer for communication between United and the customer for all services (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 (e.g., Customer District Managers (DM's) & Customer V.P level).
Participate in daily/weekly/monthly meetings with customers banners on store audits, case management & action plans, periodic schedules, scope of works.
Provide daily/weekly/monthly reporting on issues & escalations, action plans, including access issues, to the customer.
Conduct weekly or as required, store compliancy walks with customers.
Lead or participate in store transition meetings with new customers and partners regarding expectations around scope of works and set expectations.
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 (e.g., L&D, Partner Relations, Equipment Services).
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.
Manage business using United technologies provided (e.g., Salesforce/Outlook).
Lead and/or support key United operational processes and KPI’s: As per Retention Priority Framework, to name a few.
Support Partner Change Overs (PCO) with the Partnership team.
Manage Material Ordering.
Manage In-Store Specials.
Conduct Visitation Audits & manage Case Management for issues and escalations.
Create and implement Periodic Schedules.
Ensure A.R.I and H&S Compliance.
Ensure I.D Badging & uniform compliance for all Partners & cleaners.
Provide In-Store Partner Training and support Partner Effectiveness in the Partner training Program.
Support the Partner Effectiveness team in Hiring/Recruitment/Termination of Partners.
Collect Annexes or any other types of Inspections/reporting required by Customers for Billing purposes.
Manage store-level Revenue + Cost per Store; Budget Vs Actual + Gross margins.
Oversee 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 Sr. Management for operational costing for new & existing business.
Monitor asset inventory, including but not limited to, equipment, supplies at store level.
Implement transitions of new business in stores in compliance with the customer transition process.
Lead growth of In-store business by upselling Special services.
Co-Lead Performance Management for Partners with the Partner Effectiveness team as per United reports (Monthly inspections, escalation reports, attendance reports, visitation reports).
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 the overall Partner training program.
Lead daily/weekly mentoring and coaching of Partners on store performance and customer scope of works.
Monitor performance of reporting Partners and apply performance improvement plans to improve Partner engagement and productivity in conjunction with the Partner Effectiveness team.
Manage business using United technologies provided (e.g. Salesforce & Microsoft Programs).
Manage asset management.
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 from time to time.