We are hiring for a Market Manager to lead and grow our Richmond and Virginia Beach markets.
The Market Manager oversees additional points of service distribution through multiple branches, satellite locations and/or VIP sites.
This role is responsible for three key growth areas: growing and maintaining customers, managing the financial and operational aspects of the business, and team development. Through effective relationship management with the customer this role is accountable for ensuring excellence in the execution of all day-to-day operations. This role is accountable for creating and implementing successful operational methods to meet and exceed targets and for developing an effective team to assist in achieving the financial and operational goals for multiple locations.
This includes all aspects of branch operations, team development, and customer satisfaction. This role requires a hands-on leadership approach and is committed to the expansion and success of the business through tactical execution and regular coaching to create an environment that enhances productivity and client satisfaction.
Your Role & Responsibilities Branch Operations and Management
- Identifies opportunities and plans for resource allocation at the local level to improve workflow and processes based on regional or local shifts.
- Designs and deploys resources to drive regional performance and service to all customers within the market.
- Develops deep knowledge of your assigned geographic markets and become the go-to source for all information relating to local trends and market dynamics for internal and external partners.
- Communicates and coordinates the various aspects of branch operations required to ensure compliance (Worker's Compensation, Unemployment, Human Resources, Legal, etc.)Owns the financial management of branch operations (budgeting, forecasting, monthly P&L review, credit, and collections, etc.).
- Promotes brand awareness by creating and maintaining community relationships and Involvement.
- Develops and maintains relationships and participates in activities with local organizations and community leaders to promote the brand in the external community.
- Develops and implements an effective recruiting plan to ensure the availability of qualified flexible/full-time associates to meet current and anticipated hiring needs.
- Analyzes and uses operational information and data to generate positive actions and results to drive improvement plans related to order fulfillment, recruiting, safety, and associate and client retention.
- May perform all service functions of the Branch as needed (i.e., screening, interviewing, order fulfillment, client engagement, safety observations, etc.). Customer Service/Account Management
- Owns the initial setup of new clients for recruiting and servicing purposes (position job descriptions, pay rates, shifts, reporting, etc., CRM setup and training staff on what the clients are requiring/expecting).
- Ensures client satisfaction by monitoring current activity, adjusting plans or services as needed, making regular in-person visits to ensure satisfaction and identify additional client needs, while seeking opportunities to grow the business.
- Leads resolution of difficult/escalated issues through effective negotiation tactics.
- Builds and maintains strategic partnerships with clients through extensive and detailed understanding of the client's business, strategic direction, processes, and policies.
- Supports site visits and completion of safety observations to manage the job site risk and safety.
- Oversees the customer experience within the Branch assessing customer and employee feedback, identifying opportunities for improvement, researching, and resolving complex problems to ensure customer service excellence. Team Development
- Assigns goals and drives accountability to develop a fully operational and qualified team.
- Coaches and counsels branch team members on behavioral and performance issues, documents and takes corrective action, as necessary (quarterly performance reviews, daily whiteboards, day-to-day activity coaching, etc.) and actively promotes colleague retention.
- Coaches and develops the teams on the changes within CRM to drive standardization and accountability.
- Identifies and plans for staffing needs and ensures sufficient resources are in place to maintain operational efficiencies.
- Guides the training and development of team members, reviewing and developing growth plans.
Preferred Education & Experience
Bachelor's degree or 4+ years related experience with strong emphasis on management and HR, including experience with recruitment or customer service and leading teams
Your Work Environment (Physical Demands) Remote/Hybrid:
Typically work is performed either in an office environment or a suitable workspace to conduct business free of distractions and background noise. This position requires compliance for all occupational safety and health standards, rules, and regulations. Below are a few standards specific for this position:
- Sit or stand for long periods of time and walk short distances
- Regularly required to talk, hear, and communicate in writing
- Adjust to vision for both close and distance views
- Stoop, kneel, bend, crouch and lift up to 25 pounds Travel Requirements 30-50% travel time expected for the position.
MVR Requirements
Must have a valid drivers’ license with a driving record indicating a safe driving history acceptable to the company and at all times remain eligible to drive a motor vehicle under applicable laws and regulations.