Area Manager - Niagara ON - Cleaning Industry

Newfoundland and Labrador, Canada •

Posted Sunday, May 18, 2025 at 4:00 AM

About Us

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 and 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, 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 managing:

• Customer Experience & Retention
• 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

• 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 ensure sustainability and profitability of all operations.

Customer Relationships & Communication

• Build strong relationships with customers and business partners at store level (cross-selling, building trust, delivering good service, consistency, follow-through, representing the United brand positively).
• Serve as the single point of contact at store level 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.
• Support Regional Management in face-to-face meetings or touchpoints with key customer stakeholders (e.g., Customer District Managers & V.P. level).
• Hold regular meetings with customers on store audits, case management, scope of works, and action plans.
• Provide regular reporting on issues, escalations, and access issues to the customer.
• Conduct store compliance walks with customers regularly.
• Lead or participate in store transition meetings with new customers to set expectations regarding scope of works.

Internal Communication

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).

Process Compliances

Lead all process initiatives/implementations at store level; work with senior management to identify trends and process gaps.

• Lead store-level customer calibration walks.
• Lead process adoption in Salesforce.
• Manage business using United technologies (e.g., Salesforce/Outlook).
• Support key operational processes and KPIs as per Retention Priority Framework.
• Support Partner Change Overs (PCO).
• Manage material ordering, store specials, audits, case management, and compliance reports.

Cost Management & Controls

• Manage revenue, costs, budgets, and gross margins at store level.
• Handle billing, invoicing, expenses, employee hours, and equipment costs.
• Support operational costing for new and existing business.
• Monitor inventory and support store transitions of new business.

Workforce & Performance Management

• Co-lead performance management for Partners with the Partner Effectiveness team.

Recruitment, Training & Development

• Support hiring, onboarding, and termination processes.
• Lead in-store Partner training and support overall Partner development programs.
• Mentor and coach Partners regularly to improve performance and engagement.

Additional Responsibilities

• Align daily functions with company mission, vision, and values.
• Comply with all policies, health & safety protocols, and protect company assets.
• Perform other duties as required.

Other Job Requirements and Expectations

• Address customer and Partner needs promptly.
• Willingness to travel within the territory or outside as needed.
• Handle stress effectively and solve problems proactively.
• Work flexible shifts on a rotation basis.

Skills

• Business acumen
• Strong communication skills (listening, verbal, written)
• Advanced technology skills
• Knowledge of floor-care and cleaning procedures is an asset
• Process and compliance oriented
• Excellent time management and problem-solving skills