Customer Success Manager – Fashion/General Retail, Hospitality

Customer Success Manager – Fashion/General Retail, Hospitality. Leads, manages, coordinates, and implements daily Janitorial Services scope of works at store locations across multiple customer banners, managing customer relationships, communication, training, and performance of partners and cleaners, and overall store operations management.

Requirements

• Participate in the development and implementation of annual plans by customer banners with Sales and Departmental Head.
• 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.
• Manage daily communication with locations and sites on customer required communication platforms and as per customer prescribed communication standards.
• Support Sr. Mgmt. on all face-to-face meetings or touchpoints with key customer stakeholders.
• Participate in daily/weekly/monthly meetings with customer 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.
• Lead or participate in new store/location/site transition meetings with customer and partner together about expectations around scope of works and set expectations.
• Create and implement task & audit schedules.
• Conduct quality audits with customer and partner and communicate and implement action plans.
• Responsible for managing material inventory in accounts within budget (partner orders).
• Managing daily check in/check out of cleaners in accounts.
• Managing customer requests within prescribed service delivery timelines.
• Lead all process initiatives/implementation at store level;
• Work with Sr. management on identifying and resolving store level trends and process gaps.
• Lead process adoption in Salesforce & customer prescribed communication platforms (e.g., Service Channel).
• 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 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.

Benefits

• Paid Time Off
• Health insurance
• Retirement Plan