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 Duties and Responsibilities 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. Customer Relationships & Communication: • 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).
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. Internal Communication: Lead and coordinate all store level communication with United Partners daily on issues and actions.
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.
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.
Responsible for asset management. Education/Experience: • Degree in business administration or related field. • Minimum of 5 years’ experience in the Janitorial industry or any other operational environment experience. • 3 – 5 years’ experience in a supervisory role
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