Manager, Facility Services Group

Title: Manager, Facility Services Group

Reports to: VP of Design

Summary: Strategically responsible for FSG sales and customer relationships, and overall customer satisfaction. Conduct Executive Reviews with key accounts and continue to build relationships with all account contacts. Responsible for account penetration via extension of services. Create and implement annual FSG Business Plan. Provide leadership, team vision, and training to support the FSG Business Plan, larger Storr initiatives as applicable, and a positive work environment, maximizing team member satisfaction, growth, and development. Tactically, provide oversight management for Project Coordinators and Customer Account Managers. Provide procedural leadership for the FSG Team.

Primary Duties and Responsibilities:

· Create and implement annual FSG Business Plan, FSG Sales Forecast, and customer-specific Account Plans.

· Conduct Executive Reviews for key accounts and build customer relationships through sales and customer-focused activities throughout the year.

· Hire, train, develop, evaluate and discipline Project Coordinators, Customer Account Managers and Customer Service Representatives.

· Hold bi-annual work compass updates with all direct reports.

· Evaluate and implement opportunities for expanded services, increased efficiencies and decreased costs to increase revenue and/or profit margins.

· Evaluate and implement opportunities for continuous improvement.

· Responsible for overall customer satisfaction. Specifically:

1. Obtain "meets or exceeds expectations" scores on applicable FSG customer-provided scorecards, reports, etc.

2. Obtain an average score of 8.5 on returned Storr customer surveys including specific order as well as semi-annual relationship surveys.

3. Lead and ensure fulfillment of departmental quarterly Customer Satisfaction bonus goals.

4. Continuously train to Sundown Rule.

· Responsible for team member satisfaction.

· Acts as a liaison for FSG team members with other functional groups and the leadership team.

· Other duties as assigned by the Supervisory.

Supervisory Responsibilities: Supervise all Project Coordinators and Customer Account Managers

Education and/or Experience:

· Four-year degree in Business Administration or Interior Design from a FIDER accredited university

· 5-8 years of proven, progressive leadership and management skills

· Minimum of 8 years combined experience: design, project management in the commercial furniture industry, sales experience preferred.

Language Skills:

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the public.

Mathematical Skills:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Other skills:

Ability to use a scale, read installation plans and use tape measure. Ability to work effectively in a team environment. Ability to read and analyze departmental, accounting and financial reports. Proven organizational and follow-through skills. Excellent communication and interpersonal skills. Ability to build consensus. Ability to identify and solve problems creatively as well as logically. Ability to lead.

Career Path:

Vice-President