Senior Area Manager

Job Description

Job Description

The Senior Area Manager is a front-line coach for Area Supervisors and helps the Area Supervisors resolve complex and large-scale issues. This role is responsible for developing a competent and well-functioning operations group.  They are also the lead trainers for new franchisees and may assist regional management in the recruitment of new franchisees.

The Senior Area Manager’s primary role is to help reduce customer turnover and encourage sales of additional services and supplies.  They do this primarily through the work of their team.  They work to develop a team of support personnel who in turn provide the front-line support to our unit franchisees.  They will work with their direct reports to help them understand the expectations of the Area Supervisor role and support them in resolving complex issues or situations where things have escalated beyond the skill set of the Area Supervisor.  They will communicate goals and provide feedback to their Area Supervisors.  Additionally, they will directly work with and support large/high profile accounts in their area.

The Senior Area Manager will have the lead responsibility for the delivery of classroom training to new franchisees as well as coordination and follow-up of on-site training.

As needed, the Senior Area Manager will also be responsible for presenting the Mint Condition franchise offering to new candidates.  These will be in office, face-to-face meetings where, using a corporate approved methodology, they will show candidates how a Mint Condition franchise may be a good fit for them.

Day-to-day activities include:

·         Reviewing the activity of their Area Supervisors to ensure that the Unit Franchisees and their Customers are well served.  This may include reviewing reports through our technology and/or walking through accounts with the Supervisors.

·         Providing feedback and coaching to the Area Supervisors to help them provide the highest level of support to their Franchisees and their Franchisees’

customers.  This includes coaching on how to successfully offer additional services and supplies.

·         Inspecting high profile cleaning account locations to ensure that Unit Franchisees are meeting the terms and conditions of the agreement.  These inspections are done using our system and communicated to the franchisee through this process.

·         Completing paperwork pertaining to changes in high profile accounts or franchisees and submitting those to bookkeeping on a timely basis.

·         Provide high-profile customers with recommendations and pricing relating to value added maintenance outside the standard monthly work.  This may include a variety of additional services such as hard floor maintenance, carpet cleaning, pressure washing, deep cleaning, window washing, or seasonal extras such as disinfecting services.

·         Provide their accounts with recommendations on supplies and supply pricing.

·         Lead all classroom training and ensuring that each new franchisee is trained consistent with the Mint Condition standards.  Coordinating on-site training with the Area Supervisors and periodically monitoring that training to ensure that standards are being met.  Identifying and either providing or coordinating retraining when needed.

·         Meet Franchisees at all new accounts to ensure a successful start or transition.  This includes reviewing the contract control sheet, the logbook and its use, and any specific details regarding the account.  It also includes answering all the franchisee’s questions.

·         Reviewing cleaning account complaints with Franchisees and Area Supervisors.  This includes sharing the complaint with the franchisee and helping them to develop a plan to resolve it or providing the Area Supervisor with suggestions and coaching when needed.  It also includes following up with both the Franchisee and the account to ensure the issue has been resolved.

·         Communicate any customer requests to the Franchisee or Account Supervisor and verify that the request has been handled to the cleaning account’s expectation.

·         Facilitating the transition of a high-profile account from one franchisee to another in situations where problems or issues with the current franchisee could not be resolved to the satisfaction of the cleaning account.

·         When requested, present the Mint Condition franchise opportunity to a perspective candidate.

·         Other duties as needed in contributing to the overall success of the company.

Skills and Qualifications:

·         Coaching and talent development skills.  This individual needs to understand how to develop talent in their organization.  This includes the ability to communicate goals and expectations, as well as listen, evaluate, and provide constructive feedback based on a set of standards and goals.

·         Customer service and active listening skills to listen to and understand the concerns and needs of a franchisee or cleaning account representative.

·         Interpersonal skills to work with a wide variety of people each day, build relationships and network.

·         Written and verbal skills that promote positive and professional experience to those with whom they engage.

·         Communication skills, the ability to connect with others and, to clearly convey issues, concerns, and solutions that will result in everyone’s satisfaction.

·         Ideally, they will have the ability to effectively train others using provided materials and guidelines.

·         The ability to remain calm and objective in situations where people are getting excited or animated.

·         The ability to hold oneself accountable and motivate themselves to create and execute plans.

·         A strong desire to be successful.

·         Experience working in a face-to-face customer contact environment.

·         A valid driver’s license and reliable transportation.