Job Summary Key Focus:

The core focus of this role is to develop and maintain strong, trust-based relationships with customers across the assigned area within a territory to ensure loyalty, satisfaction, and retention. The successful candidate will serve as the key liaison between United and its customers, actively anticipating needs, resolving concerns, and leading performance and quality conversations at the store and regional levels.

This role will also involve close collaboration with Partner Relations to ensure operational excellence and service quality, and with Talent Acquisition to support the hiring, onboarding, and retention of a high-performing workforce. The position combines strategic territory management with a hands-on, customer-first approach to deliver exceptional partner and customer experiences, increase revenue per store, and improve retention metrics.

Acquisition to support the hiring, onboarding, and retention of a high-performing workforce. The position combines strategic territory management with a hands-on, customer-first approach to deliver exceptional partner and customer experiences, increase revenue per store, and improve retention metrics.

Duties and Responsibilities Customer Relationships & Communication

Function as the face of United

to customers in the field, building lasting partnerships rooted in responsiveness, reliability, and trust.

Champion

a customer-centric culture

by aligning field team actions with customer expectations and service standards.

Responsible for leading store SOW & Quality; Collaborate with Partner Relations to come up with action plans to improve quality and productivity.

Lead proactive outreach and store visits to discuss performance,



address operational issues, and resolve cases collaboratively.

Manage escalations with urgency and tact, ensuring all customer concerns are resolved at or above expectations.

Conduct regular business reviews with key stakeholders (e.g., VPs, District Managers) to communicate wins, risks, and action plans.

Facilitate structured communications between customers and internal teams to ensure alignment, transparency, and accountability.

Lead

Meetings (Phone or In-person) with key customer stakeholders

Reporting on Issues Mgmt. at Region level.

Collaboration with Partner Relations & Talent Acquisition

Partner Relations :

Work closely with Partner Relations to assess and enhance partner performance, identify process gaps, and jointly develop improvement plans.

Support

Partner Change Overs (PCOs)

and in-store partner transitions to ensure smooth operations and customer satisfaction.

Lead store-level quality assessments and partner feedback loops to ensure alignment with customer expectations.

Talent Acquisition :

Collaborate with Talent Acquisition to support the

recruitment, hiring, and retention

of frontline staff and supervisors within the territory.

Ensure staffing plans align with customer and store-level operational requirements.





Revenue & Cost Management for assigned store/sites within a determined area within a territory

Responsible for management of assigned store/site P&Ls;, monitoring expenses for operations and developing strategies to decrease costs and increase profitability.

Responsible for retention of existing revenue budget within a fiscal year for stores/sites.

Responsible for growing the revenue via routine contracts in collaboration with BD team.

Lead growth of business from Specials (ADHOC) services & execute implementation.

Lead start-up of current business and manage start-up costs.

Support BD teams with quotes costing and assist in quote/RFP process for new and existing business.

Participate in Partner Relations & Talent Acquisition teams in negotiations both with customers and partners, if required.

Responsible for the analysis and review of financial activities related to billing, invoicing, store/site budgets, overall expenses, employee hours, material costs over budget, equipment repair costs.

Responsible for controlling and monitoring inventory assets, including but not limited to, equipment, supplies, other United assets.

Planning & Budgeting

Participate in developing and implementing Annual Plans & Budget, Performance Objectives by Customer Banners and ensure alignment with Organizational Strategic Objectives.

Create and develop short and long-term strategies to secure sustainability and profitability of all operations.

Participate in interviews, training programs, and onboarding efforts to foster a high-performing, customer-oriented team culture.

Internal Communication

Responsible for Operational Huddle

📌 Retail Ontario-Account Manager, Ontario (Ahuntsic)
🏢 United Services Group
📍 Ahuntsic