General Manager

OBJECTIVE

The General Manager is responsible for the total revenue growth of City Wide Facility Solutions. This includes managing both the sales and operations teams. You are to develop and maintain relationships with all key customers. This includes visits, lunches, golf, happy hours, etc. You are the face of City Wide. You will work with your DOOs and Division Managers to ensure our cleaning teams are meeting expectations of your customers. If not, you will work with your team to correct identified deficiencies. You will be ultimately responsible for meeting company sales, retention, and other services billing goals.

As the face of the company, you are expected to be a problem solver. VP/Ownership should no longer be working in the business. VP/Ownership should be used as a coach for you to game plan, consult with, and report to. You are ultimately the one who directs your team to execute the plan and ensure the company is meeting its operational and sales goals. VP/Ownership should not be working in the company without you by their side to learn what they needed to work on. This includes bids, ASM large events, running meetings, level 5s, etc.

Daily presence in the office is expected. Be the 1st to arrive and the last to leave. It is hard to drive our corporate culture when working from home. While working from home is expected on weekends and after hours, it is not effective during the week. Work from the office and expect the same from the ops and sales team.

ESSENTIAL FUNCTIONS

Daily job responsibilities/functions to include, but not limited to:

1. Sales

• Work with the Sales Director to ensure activity and sales goals are being met.

2. Retention Rate

• Develop relationships with contacts "Boss" and "Bosses Boss" for top customers. Visit them and get to know their facilities. They must know they can call on you, such that we never get terminated by surprise.
• Regular proactive visits to every top (> $1,900) customer, quarterly.
• Keep contract revenue losses < goal.
• Perform daily recaps ("End of Days") with each DOO
• Two lunches weekly with contact from top customers
• Quarterly SIT (stay in touch) interactions with top customers. SIT to include golf, lunch, happy hour, etc. This is more than a meeting; it is networking with our key contacts. Customers will do business with people they LIKE. You are to be liked by our top customers.
• Quarterly touches. Contact (call, email, text) top customers quarterly to check in. This is in addition to the SIT. SIT do not take the place of this, and this does not take the place of SITs.
• VOC score should be > goal

3. Assist and monitor Sales Director, & DOO's with interviews and hires for their teams.

• Ensure all positions are filled timely with candidates that meet our core values.
• Ensure all are effectively run our 5-step interview process

• PI, Phone, Interview, Field Ride, Lunch

4. Train & Manage

• Ensure DOO teams meet retention and non-contract revenue goals. If not analyze and develop an action plan for your team to correct.
• Master use of the dashboards for end of days and one on ones
• Participate / Run weekly ops meeting and ops training
• Attend weekly sales training
• Run weekly one on ones (level 5s) with direct reports
• Run monthly score card meeting
• Run annual kick off meeting
• Assist owner with quarterly trainings to include ops and sales material

5. Cover DOO & Sales Director Absences

• When we are down a DOO/SD (vacation or loss of employee) GM will be primary contact for their direct reports (particularly those with star accounts). Goal is to NOT miss goals due to their absence.

6. Visit Star Accounts per the Star Accounts Policy

• All accounts that give your FSM a score of less than 3 should hit your Star Account List. Work with DOOs and Division Managers to get score back to a 4. Goal is to have less than 5% of the business listed as a star account.
• Ensure Ops team understand and apply customer complaint policy and star account policy.
• GM will be required to contact Diamond and Gold level star accounts weekly.

7. Hourly Laborers

• Review and approve all Sales, DOO, FSM, and NM expense reports and time sheets
• Final approval of all hourly time sheets (initially reviewed and approved by FSMs)
• Work with self-perform accounts DOOs on labor. Jobs should be fully staffed, and absences covered.
• Ensure self-perform accounts DOOs are properly managing hours for self-perform labor
• Ensure FSMs on self-perform accounts review and approve all hourly time sheets

8. P&L Responsibility

• You are responsible for meeting the IC Margin, Supply Used on Contracted Cleaning, In House Labor Margin, and Direct Management Expense, Supply Sales Margin financial goals. If not met, you will be responsible for analyzing and developing action plans with your team for correction.
• 9. Network

• Join a professional organization, regularly attend, and participate on a committee.

10. Ensure OS revenue meets or exceeds goal

• Supply sales % to meet or exceed budget
• OS % to meet or exceed budget
• CBS revenue to meet or exceed budget

Requirements

Education & Experience

• 5+ years of account management and operational experience in a B-to-B company
• Minimum of a bachelor's degree in marketing or business
• A strong operational background is a must
• Personality traits must include assertive, outgoing, sense of urgency & organized
  
  

Qualification

Bachelor's Degree