Description:
Reporting directly to the General Manager, the Market Manager's prime responsibility is to ensure that superior customer service and retention of customer accounts is provided in the geographic area assigned. Maintaining customer service commitments requires exceptional delivery of propane, propane equipment, and service through leading a workforce of field staff and accessing workforce and fleet logistics support and resources. The Market Manager has P&L accountability for the geographic area under their direction, and is responsible for engaging employees in their day-to-day work performance and ensuring safety compliance.
KEY ACCOUNTABILITIES:
- Customer Service and Retention
- Build and maintain positive customer relationships within your market
- Promote and enforce exceptional customer service and foster a culture of continuous improvement and excellence within the SP field team.
- Engage customers directly to gain their feedback on Superior Propane service levels. Act where necessary to ensure customer satisfaction.
- Lead customer retention initiatives.
- Ensure the effective delivery of product, equipment and services to customers.
- Collaborate with National Operations Centre (NOC) to oversee daily operations and liaise on staff scheduling, performance, safety concerns.
- Maintain service partnership relations for area(s) managed.
- Improve service efficiency by eliminating redundancies and extraneous processes and consistently utilizing and enforcing established processes and procedures.
- Lead, mentor, coach and develop field staff by providing clear direction, guidance and support to achieve the overall business strategy and objectives.
- Proactively manage employee performance
- Ensure consistent disciplinary actions, when required.
- Develop and mentor talent within the team.
- Engage staff in regular discussions on the front line performance, champion customer service.
- Manage operational P&L results for the area managed.
- Monitor area financials and activities relative to your defined market and budget plans. Deliver on budgeted financial contribution
- Oversee and direct new sales activities for market area(s) managed
- Affect continuous improvement and adjustments to plans when and where required
- Promote and enforce safety regulations and requirements by personnel under Market area management. Follow-up and train when and where needed. Liaise with regional and national teams to ensure safety performance is achieved.