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 and 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, customer experience & to lead the implementation of the customer scope of works (SOW) within Janitorial Services. This is to be 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.
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 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
- 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.
- 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).
- Single point of contact at store level with customer for the 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 Mgmt. 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.
- Daily/Weekly/Monthly reporting on issues & escalations, action plans, including access issues, to customer.
- Weekly or as required, store compliancy 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.
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.
- Responsible for managing 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 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
- 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 Sr. Mgmt. 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 customer transition process.
- Lead growth of In-store business by upselling Special services.
- Co-Lead Performance Mgmt. for Partners with 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 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
- Responsible for managing business using United technologies provided (e.g. Salesforce & Microsoft Programs). Responsible for 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.
- 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.
- 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.
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