Market (Branch) Manager

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Superior Propane is seeking a Market Manager to join our team in Surrey, BC. Reporting directly to the General Manager, the Market Manager's primary responsibility is to oversee the daily operations of the frontline field team to ensure that superior customer service and retention of customer accounts is provided in the geographic area assigned. Maintaining customer service commitments requires exceptional delivery of propane, propane equipment, and service through leading a workforce of field staff and accessing workforce and fleet logistics support and resources. The Market Manager has P&L accountability for the geographic area under their direction, and is responsible for engaging employees in their day-to-day work performance and ensuring safety compliance.

What you’ll do:

• Build and maintain positive customer relationships within your market
• Promote and enforce exceptional customer service and foster a culture of continuous improvement and excellence within the SP field team.
• Lead customer retention initiatives.
• Ensure the effective delivery of product, equipment and services to customers.
• Collaborate with Customer Experience Centre (CEC) to oversee daily operations and liaise on staff scheduling, performance, safety concerns.
• Lead, mentor, coach and develop field staff by providing clear direction, guidance and support to achieve the overall business strategy and objectives.
• Monitor area financials and activities relative to your defined market and budget plans. Deliver on budgeted financial contribution
• Affect continuous improvement and adjustments to plans when and where required.
• Promote and enforce safety regulations and requirements by personnel under Market area management. Follow-up and train when and where needed. Liaise with regional and national teams to ensure safety performance is achieved.

What you bring:

• High school completion plus completion of specialized technical or business courses at the college level.
• A minimum of five (5) years experience in a field operations role with a customer service focus, with at least one (1) year in a supervisory / management capacity.
• Previous customer retention / account management experience. Proven track record of recognizing and providing good customer service.
• Experience working within a unionized environment
• Ability to lead and manage change, and to coach and mentor performance development.
• Good understanding of transportation and distribution, as well as technical competence is required.
• Strong business acumen with a good financial understanding and previous P&L accountability
• Good analytical, decision making and problem solving skills.
• Working knowledge of provincial regulatory requirements with respect to propane handling.
• Excellent collaboration and interpersonal skills.