Description

The Customer Experience and Loyalty department is tasked with growing client loyalty and engagement, driving revenue growth, and preserving a competitive edge. This is achieved by building strong client relationships, proactively anticipating challenges, and delivering tailored solutions.

The primary objective of the Client Relationship Manager is to develop and maintain trusted partnerships with assigned customers, ensuring their satisfaction, loyalty and retention. Acting as United’s main liaison, the incumbent anticipates client needs, resolves concerns, and leads performance and quality discussions at store and regional levels, while collaborating closely with Partner Relations and Talent Acquisition teams.

The role combines strategic territory management with a hands‑on, client‑focused approach to deliver exceptional partner experiences, increase store revenue, and improve retention metrics. Core duties include overseeing store scope of work and quality, managing escalations, driving revenue and cost performance, participating in budgeting and planning, ensuring operational compliance, and leading internal communication and continuous‑improvement initiatives.

• Represent United on‑site, building durable, trust‑based partnerships with clients.
• Promote a client‑centric culture by aligning field teams with service standards.
• Lead scope‑of‑work (SOW) and store‑quality management, collaborating with Partner Relations to create action plans.
• Conduct proactive store visits to discuss performance, resolve operational issues, and handle case work.
• Manage client escalations promptly, exceeding expectations for resolution.
• Organise regular business review meetings with VPs and regional directors to present successes, risks and action plans.
• Facilitate telephone or in‑person meetings with key clients and report regional issue management.
• Work with Partner Relations to assess partner performance, identify gaps and develop improvement plans.
• Support partner changeovers (PCO) and seamless store transitions.
• Drive store‑level quality assessments and feedback loops with partners.
• Collaborate with Talent Acquisition to recruit, onboard and retain field staff and supervisors.
• Oversee assigned store/site P&L, monitor expenses and implement cost‑reduction strategies.
• Preserve existing revenue budget throughout the fiscal year.
• Contribute to revenue growth through routine contracts and special (ad‑hoc) services, partnering with Business Development.
• Launch and manage start‑up costs for new contracts and support BD pricing and RFP processes.
• Participate in client and partner negotiations when required.
• Analyse financial data including billing, budgets, labor hours, material and repair costs.
• Control United assets such as equipment, supplies and other property at assigned sites.
• Assist in developing annual plans, budgets and performance targets aligned with corporate strategy.
• Formulate short‑ and long‑term strategies to ensure operational sustainability and profitability.
• Take part in interviewing, training and onboarding to reinforce a high‑performing, client‑focused team culture.
• Lead operational gatherings, site‑visit planning and case‑management meetings with partners.
• Contribute to weekly/monthly field and support team meetings and continuous‑improvement initiatives.
• Execute store‑site transformation programs and drive Salesforce adoption across the ecosystem.
• Supervise key performance indicators including partner changes, material consumption, special services, audit visits, planning compliance, health & safety, badge/uniform compliance, and performance management.
• Collect required annexes and reports for client invoicing.
• Track and improve partner and employee performance through improvement plans and coaching.
• Apply and maintain HR policies and programs, supporting recruitment, training and retention in the territory.
• Mentor and train partners and employees to boost productivity and performance.
• Foster a culture of learning, innovation and creativity within the team.
• Perform daily duties in line with the company’s mission, vision and values while adhering to health‑and‑safety policies and protecting company assets.
• Manage conflicts effectively and make data‑driven decisions.
• Apply process‑driven compliance orientation and coach others.

Requirements

Candidates must be available to respond swiftly to client and partner needs, travel frequently within the territory (and occasionally out‑of‑province), and operate under flexible, 24/7 schedules. Required competencies include strong business acumen, advanced communication, conflict resolution, budgeting, technology proficiency, and coaching abilities. A university degree in business administration or a related field, at least five years in the cleaning industry and ten years of operations management experience are required.

• Demonstrate strong business acumen, strategic planning and budgeting expertise.
• Exhibit excellent verbal and written communication, active listening and negotiation skills.
• Proficient with Salesforce, Microsoft tools and other advanced technologies.

Benefits

United is an established Canadian facility maintenance company that delivers a broad range of services to large retail and commercial clients across the country. The organization offers a competitive compensation package, including health, dental, vision coverage and a pension plan after one year of service.

Training + Development

Interview process

Visa Sponsorship

Security clearance