Brite WorX - Territory Manager - Wallis Companies

SUMMARY

The Territory Manager acts as a liaison between the field and management.  Responsible for Brite WorX site operations including marketing and promotion execution, budget controls, staffing, shrink control and wash profitability.  Responsible for developing managers, which includes coaching and communicating Company standards and policies, and ensuring equipment is functioning properly to ensure the best customer experience. The Territory Manager also supports the Brite WorX Managers through the Damage Claim process, and acts as a technical advisor as needed.  The Territory Manager, also oversees the customer feedback process, to ensure timely and proper response to customers.

RESPONSIBILITIES BY COMPETENCY:  (*denotes an essential function of the position)

Business Results Orientation

*Monitor wash operations and competition continually in each market area and collaborate with the Operations Manager on deviations to strategies

*Monitor, evaluate and analyze monthly P&L statements and BSC performance with the managers to identify strengths and weaknesses and plans for improved performance

*Coach and develop each manager to reach the fullest potential of sales and profitability at their location, celebrating successes

*Conduct safety and accident investigations when an incident occurs.  Identify and implement actions plans to prevent an incident from happening again.

*Work an irregular schedule, including 40+ hours/week and some evenings and weekends

Attend and drive participation in company sponsored events (parades, fundraiser programs, other community

events) which occur outside normal working hours and travel patterns

Assist in developing the annual budget for each Brite WorX location

Understand the Balanced Scorecard process and participate in forming the Great River Wash card each year.

Take part in unemployment hearings or any other claims at the site level

Attend 1 BSC Mtg/Month

Participate in interviews as needed to ensure proper staffing levels of both direct and indirect reports

*Maintain regular attendance and follow designated safety practices.

Perform other duties not listed as required.

Communication

*Communicate with the Operations Manager on a regular basis on any issues that may affect the business

*Interface with employees at all levels of the organization

Promote safety continually not only within their territory but throughout the Company as well

*Communicate with Human Resources on all employee termination issues and worker’s compensation cases

*Promote communication throughout the Company and communicate goals and standards of all special projects and company events

Maintain the highest levels of integrity and honesty inside and outside of the Company

*Listen and probe to understand customer issues and perspective and clearly explain the situation from the Company’s perspective 

Communicate technical information to customers in a way that makes it clear and understandable 

Customer Service Orientation

*Lead excellent customer service by example, promoting customer awareness and a customer-focused mindset among all employees.

*Act as the primary company representative to Brite WorX Managers and maintain regular contact to ensure continuity of operation

Work to support the efforts of the managers and establish open communication

Ensure proper customer service tools and resources are available and communicated to give the best possible customer service at each location

*Maintain corporate image standards to deliver a consistent and pleasant buying experience

*Complete site and/or customer visits as required

Follow up with customers proactively to ensure that problems are resolved, and the customer is completely satisfied with the quality of service that is performed

*Regularly reviews damage claims to ensure that timely follow-up, resolution and/or close out is being completed by Brite WorX Managers.

Developing Talent

*Oversee the hiring and training of managers and is involved in the hiring and training procedures of car wash associates.

Provide insight based on experience, skills and expertise as needed to co-workers and other divisions

Coordinate, develop agenda and present monthly one-on-one meetings with all direct reports.

*Ensure performance appraisal system is executed according to company standards and coaching is ongoing throughout the year

Take the initiative to further own training and development

Provide ongoing, candid feedback to direct reports regarding performance and opportunities

Safety

Attend and participates in safety meetings

*Ensure accidents are investigated

Work diligently to correct safety deficiencies in a timely manner

Investigate all work-related and/or customer injury/property damage accidents, identifying the conditions responsible and corrective action needed

*Complete safety training required for this position

*Follow all safety policies and procedures

Inform Supervisor or Manager of unsafe conditions and behaviors, and recommend how to correct or eliminate them

*Report all work-related injuries immediately

Cooperate with the medical provider, and follow the treatment plan and Return-to Work Program

Work to avoid preventable accidents

Technical Expertise

Ensure uniform interpretations and execution of company policies and procedures

*Evaluate cash, inventory, environmental and labor controls of each unit on a continuous basis  Conduct a minimum of one Petty Cash audit per monthly per location

*Have full understanding of wash equipment, POS and support equipment used at all Brite WorX locations, to assist with troubleshooting, repairs, and to make recommendations for operational improvements.

*Adhere to all Wallis company safety policies and report all safety incidents to supervisor immediately.

SUPERVISORY RESPONSIBILITIES

Direct:  Brite WorX Managers  (10-15), Manager trainees (when applicable)

Indirect: 100+

Territory Manager is responsible for the overall direction, coordination and evaluation of each person.  Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include planning, assigning and directing work; managing training and certifications; appraising performance, rewarding and disciplining employees up to and including termination with supervisor’s approval; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   (*denotes an essential qualification of the position)

Education:                       *Required: Equivalent to high school diploma

                                          Preferred:  Bachelor’s degree in Business or related field

Experience:                     *Over 3 years up to and including 5 years car wash experience

*Over 3 years up to and including 5 years of management experience

                                          Preferred: Multi Site Car Wash Management Experience

Language Skills:             *Ability to read, write, speak, and understand English in a manner that is sufficient

for effective communication with groups of managers, clients, customers and the general public. 

Skills and Abilities:        Requires a general knowledge of related organization policies and procedures and their application to cases not previously covered.  Abilities to use considerable judgment to work independently toward general results, to devise new or modify and adapt existing methods, techniques and procedures to meet new or unusual requirements and to make related decisions controlled by precedent and within limits of established policies.  *Ability to work an irregular schedule, including 40+ hours/week and some evenings and weekends.

Technology, Tools,

And Equipment:            *Required:  Computer, Microsoft Office, telephone

Preferred:  CMMS/inventory management system; Car Wash POS Systems (Washify); various hand tools, both power and manual

Certificates, Licenses

and/or Registrations:     *Required: Valid Driver’s License

PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer:

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws.  Wallis Companies reserves the right to make changes to job descriptions as needed with or without notice to affected employees.  Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.  This job description does not establish a contract for employment..