Customer Success Manager - Fashion/General Retail, Hospitality

United Services Group; Pickering; On-site; CAD 60,000 - 85,000; Full time

Job summary

A leading company in janitorial services is seeking a Customer Success Manager to oversee operations across various retail and hospitality environments in Ontario. This role focuses on managing teams, enhancing customer satisfaction, and ensuring operational excellence through effective budgeting and compliance processes. The ideal candidate will exhibit strong leadership, training capabilities, and a commitment to quality standards in service delivery.

Qualifications

• Experience managing customer relationships and operational performance.
• Strong skills in budgeting and compliance.
• Ability to train and develop team members.

Responsibilities

• Manage customer service operations across multiple locations.
• Ensure compliance with safety and performance standards.
• Conduct audits and implement process improvements.

Skills

Customer Experience Management

Performance Management

Quality Audits

Budgeting

Relationship Building

Education

Bachelor's Degree in Business or related field

Tools

Salesforce

Job description

Customer Success Manager - Fashion/General Retail, Hospitality

Kingston, ON, Canada • Toronto, ON, Canada

Job Description

Posted: Saturday, May 24, 2025 at 4:00 AM

Job Summary: This role is responsible for leading, managing, coordinating, and implementing daily janitorial services across multiple store or site locations within the designated area or territory, covering various customer banners.

Key Focus Areas:

• Managing customer and partner experience & retention
• Training and performance management of partners and cleaners
• Store operations management, including quality audits, budgets, profitability, and KPIs
• Increasing revenue and profits per store and customer banner
• Supporting other area managers as needed

Planning & Budgeting:

• Participate in developing and implementing annual plans with sales and departmental heads
• Implement store-level budgets
• Develop strategies to ensure sustainability and profitability of operations

Customer Relationships & Communication:

• Build strong relationships with customers and partners, ensuring trust and excellent service
• Serve as the single point of contact for communication between United and the customer
• Manage daily communication via prescribed platforms and standards
• Support senior management in customer meetings and touchpoints
• Conduct regular store audits, issue management, and compliance walks

Internal Communication:

• Coordinate store-level communication with partners
• Set expectations, provide training, coaching, and mentoring to partners
• Participate in cross-functional team meetings

Store Operations & Process Compliance:

• Create and manage task and audit schedules
• Conduct quality audits and implement action plans
• Manage inventory within budget
• Oversee daily check-in/out of cleaners
• Handle customer requests and process improvements
• Lead process initiatives and adoption of platforms like Salesforce
• Support partner changeovers and material ordering
• Ensure compliance with safety, badge, and uniform standards

Cost Management & Controls:

• Manage revenue, costs, budgets, and margins at store level
• Oversee billing, invoicing, and expense management
• Support operational costing for new and existing business
• Monitor asset inventory and facilitate business transitions

Workforce & Performance Management:

• Co-lead partner performance management

Recruitment, Training & Development:

• Support hiring, onboarding, and termination processes
• Lead partner training and development programs
• Mentor and coach partners regularly
• Monitor partner performance and implement improvement plans
• Manage business assets and technology tools