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About the Role

This role is responsible for leading, managing, coordinating, and implementing daily 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 include managing customer experience & retention, communication, partner performance, store operations, quality standards, training, cost management, revenue growth, and adherence to company processes.

Responsibilities

Participate in the development and implementation of annual plans by customer banners, including waxing schedules, budgets, and potential add-on sales opportunities.
Implement store-level budgets and create short and long-term strategies for operational sustainability and profitability.
Build strong customer and business partner relationships at the store level, acting as a brand ambassador.
Serve as the single point of contact at the store level for communication between United, the customer, and various internal departments.
Address customer concerns and provide timely, effective solutions.
Support Regional Management in meetings with key customer stakeholders.
Participate in daily/weekly/monthly meetings with customers regarding store audits, case management, action plans, and schedules.
Provide daily/weekly/monthly reporting on issues, escalations, and action plans to customers.
Conduct weekly or as-required store compliancy walks with customers.
Lead or participate in store transition meetings for new customers and partners.
Lead and coordinate all store-level communication with United Partners daily.
Set expectations, provide training, coaching, and mentoring to Partners.
Participate in cross-functional weekly and monthly meetings with Regional & Support Teams.
Lead process initiatives and implementation at the store level.
Work with senior management to identify store-level trends and process gaps.
Lead store-level customer store/calibration walks.
Lead process adoption in Salesforce.
Manage business using provided United technologies (e.g., Salesforce/Outlook).
Lead and/or support key United operational processes and KPIs.
Support Partner Change Overs (PCO) with the Partnership team.
Manage material ordering and in-store specials.
Conduct visitation audits and manage case management for issues and escalations.
Create and implement periodic schedules.
Ensure A.R.I and H & S compliance.
Ensure I.D. badging and 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, and termination of Partners.
Collect Annexes or other required inspections/reporting for customer billing purposes.
Manage store-level revenue, costs, budget vs. actual, and gross margins.
Oversee store-level financial activities including billing, invoicing, budgets, customer/supplier/sub-contractor expenses, employee hours, and material/equipment costs.
Support senior management with operational costing for new and existing business.
Monitor asset inventory, including equipment and supplies at the store level.
Implement new business transitions in stores according to 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.
Support the Partner Effectiveness team in Partner management activities (PCO, Group Echo, Insurance, Contract signing, ID Badging, Material Ordering, Invoicing).
Lead in-store Partner training (Scope, Equipment, Material Ordering).
Lead daily/weekly mentoring and coaching of Partners on store performance and customer scope of works.
Monitor performance of reporting Partners and implement improvement plans.
Manage business using provided United technologies (e.g., Salesforce & Microsoft Programs).
Perform daily functions in alignment with company mission, vision, and values.
Work in compliance with all United, legal, and health & safety policies and protocols.
Protect company assets from damage and misuse.
Perform other related duties as may be required.

Requirements

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.
Ability to deal with a high level of stress and solve problems as they arise.
Ability to work flexible shifts on a rotation basis.

Skills

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

Location

Canada

Work Type

Full-time

Benefits

Competitive compensation & benefits plan
Health, dental, and vision coverage
Pension plan after 1 year

About the Company

Established Canadian facility maintenance company.
Provides a variety of services to large retail and commercial businesses nationally.