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Market Manager
Job Summary: The Market Manager is responsible for total oversight and management of an assigned location. Through effective relationship management with the customer, motor carrier partners and the corporate office, this position is accountable for ensuring excellence in the execution of all day-to-day operations. They act as a liaison between the Company, independently contracted motor carrier partners and the customer, with a focus on delivering cost-effective, timely and professional services to all end-customers. Compliance with all Company and customer policies and procedures must be enforced at each market.
Job Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.
- Accountable for the operational efficiency and quality of service against predetermined goals for a market.
- Reviews cost, quality, and customer service metrics and works always towards improvement. Acts upon deficiencies to ensure workload is being assigned to best-performing motor carrier partners.
- Validation of weekly motor carrier partner pay.
- Point of contact for assigned stores for basic issues regarding deliveries from the store.
- Address and resolve motor carrier partner questions and concerns.
- Compliance with obligations as outlined in client or third-party warehouse agreements.
- Professionally manage the coordination of load-out and ensuring everyone has assigned orders daily.
- Perform weekly inventory audit.
- Identify, escalate, and execute on management-approved opportunities for increased productivity for the account.
- Manage the day-to-day POD process including collection and weekly audit of documents.
- Responsible for the compliance of all administrative paperwork associated with business activity including, OSHA, carrier partner credentials and cargo paperwork if applicable.
- Seek and solicit local market independent motor carrier partners for contracting, following compliance objectives, operational standards, and cost efficiencies.
- Act as a liaison between local customers, warehousing partners, motor carrier partners and the NALG Corporate Office. Exercise professional judgment and diplomatic approach to issue management and resolution.
- Builds company image within market by collaborating with partners, customers and NALG management.
- If approved, hire, train and maintain on-going relationship with department staff. Includes training, development, and performance review.
- Completes all assigned tasks in a thorough and workmanlike fashion. This includes timely return of phone calls, emails, and customer, partner, and internal inquiries.
- Creates a positive and professional work environment and leads by example.
- Maintain the confidentiality of all company and client information.
- Other duties as dictated by business need and assigned by management.
Education, Experience, Qualifications:
- HS Diploma or GED required, Bachelor’s degree preferred
- 3-6+ months of experience in a related business field preferred.
Market Manager, WhatsApp Customer Operations, LATAM
- Lead and enable a high-performing team across-time zones to deliver on operational goals by providing mentorship and guidance
- Promote a collaborative team culture that is passionate about the user experience and sustainable business practices
- Foster an environment of collaboration with cross-functional partners
- Build and maintain partnerships with cross-site teams
- Ensure operational KPIs across all market operations are met
- Establish team goals and work with direct reports on strategies for executing, tracking progress and sharing results
- Provide oversight and help team deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to drive innovative support solutions
- Identify actionable market insights, suggest recommendations, and influence team strategy through effective communication and influence
- Advocate for users within their market, while also partnering with global and cross-functional teams to develop global solutions
- Oversee the creation of risk mitigation strategies for local events
- BA/BS degree
- 4+ years of experience in an operations environment – technical customer support, product operations
- 2+ years of direct people management experience, including managing leaders and managing remotely across multiple sites
- Proven track record of attracting, scaling and developing teams
- Customer experience thought leadership: Strategic thinker with proven track record of transforming operations to improve the customer experience through innovation
- Communication: Experience articulating and maintaining composure
Market Manager – Odenton, MD
MATRIX has partnered with a premier client in filling multiple positions around the country due to rapid growth. This is a great opportunity to expand your career and work with a well-known company and look towards career growth.
Do you excel with sales management? Do you have a love for operations and working with and overseeing people? Has taking a new region and turning into a top producing area been something that gets you excited? This position may be for you!!!
The Market Manager is responsible for delivering outstanding customer experiences, making their market a place people want to work, and growing the P&L for their business.
The Market Manager owns all aspects of the company’s performance in their market, and is responsible for all activities related to the sales, service and installation of the client’s product lines. As a service business, it is critical that the Market Manager is able to recruit, coach, develop, support, and lead a team to reach the location’s goals and objectives, both short- and long-term.
The Market Manager’s duties include:
Deliver the business
- Deliver or surpass the client’s standards for market and departmental performance: Sales, Installation, Customer Service, Admin, and Warehouse.
(In RDC markets, replace “and Warehouse” with a separate bullet further down the list that reads: “Develop and maintain strong relationships with the RDC Operations Manager and the company’s warehouse leadership.
- Manage all customer-facing aspects of the market’s operation in order to deliver outstanding customer experiences 100% of the time
- Provide daily leadership and management of all associates and contractors within the market
- Maintain a daily cadence and rhythm that improves performance and consistency for our team and our customers
- Support daily Sales and Installation activities as needed to strengthen relationships with contractors and drive business results
- Anticipate future needs – resource, product, tools, supplies, office and warehouse equipment – and pre-empt shortages and outages
- Appropriately balance the needs of, and conflicts among, customers, team, financials, and any other objectives
Develop the business
- Consistently use customer and non-customer feedback to identify and address issues and process gaps
- Improve service levels, team engagement, and process effectiveness and efficiency through full use of all tools, management and maintenance of rosters and system parameters, and training around and adherence to the client’s processes and best practices
- Develop, model, and advance a culture that prioritizes The clients values (our Mission, Customer Promise, Values, and Goals. Demonstrate and demand highest levels of integrity and ethics
- Recruit, onboard, train, performance manage, and lead their team to accomplish the client’s Goals
- Embrace and drive full use of all resources, company initiatives, and departments across the client and Market Support
Operate the business
- Consistently grow revenue. Grow profit at a rate greater than revenue growth.
- Establish and deliver performance to the market’s annual Plan.
- Provide regular forecasts and updates of actual vs plan
- Forecast staffing needs for seasonal business changes and increased volume; retain, recruit and engage, and train or educate in anticipation of need
- Performs other functions as necessary or as assigned
Qualities
The successful candidate will possess:
- 7+ years experience with a customer-facing business in a Home Improvement industry setting, with specific experience in Operations & Sales:,
- At least 3 years of which were as the most senior manager in a branch or market location
- At least 3 years of full P&L and hire-fire responsibility.
- At least 3 years managing multiple different functions and managing managers of others
- Demonstrated ability to:
- Achieve both revenue and profit budgets, including at least 2 consecutive years.
- Deliver strong-and-improving customer service levels, with at least 2 successive years of improvements
- Hire, train, and retain a team, including both front-line associates and lower-level supervision / management
- Use detailed operating reports and metrics to assess performance, identify course corrections, and achieve business results
- In-home/’last mile’ execution experience is strongly preferred
- Strong business-to-consumer service orientation & experience
- Proven track record in leadership and people management, with impeccable ethics
- Consistent career progression and demonstrated resilience in the face of adversity or failure
- Demonstrated ability to successfully lead a team through ambiguity and to successfully balance conflicting demands
- Excellent problem solving & prioritization skills demonstrated through a sense of urgency, solid judgment, and reasoning ability, proven in a fast-paced & rapidly changing environment
- Bachelor’s Degree or equivalent combination of education and experience required
- Proficient computer skills with fluency in MS Office (MS Word, Excel, PowerPoint and Outlook)
- Excellent oral and written communication and persuasive skills
Market Manager
Position Purpose:
The Market Manager serves as the primary link between Liberty Tax Service and its franchisee community – as such, the role is leader, influencer and functional expert and builds strong, trusting partnerships with franchisees. This position is responsible for working with franchisees in an assigned market to increase client growth and profitability by consulting with them on how to effectively execute the Liberty Tax operating system.
- Serve as a trusted business advisor to approximately 30-40 franchisees. Accountable for franchisee profitability and driving/leading change for success.
- In partnership with assigned franchisees, diagnose and remove barriers affecting customer experience, store performance and profit, and develop business plans to improve (plans may include store operations, local marketing, staff training, and other areas of focus)
- Know and use our key business metrics to dig into issues and opportunities for each location
- Share best practices across the franchise system and assist franchisees in adopting them.
- Ensure franchisees have completed and implemented all current office & entity level training programs.
- Responsible for facilitating the completion of all operational workflows within assigned market (territory purchases, transfers, expansions, terminations, etc.).
- Responsible for the communication, education and follow up of all new product and process rollouts in their market.
- Conduct on site evaluations and ensure that our standards are consistently met. Ensure franchisees understand the importance of and comply with all operating procedures – develop corrective plans as and when needed – and be very involved with any location that routinely delivers a customer experience inconsistent with the Liberty Tax operating system. Gain commitment for correction, and clearly define consequences for non-compliance.
- Provide hands-on training during store visits as needed.
- Conduct resale/relocation/non-renewal/closing visits as required.
- Responsible for understanding, interpreting, upholding and enforcing standards, policies and contracts.
- Generate and maintain detailed documentation of non-compliance issues, discussions and follow-up actions to support all action taken on any given location. Provide appropriate compliance documentation as required.
- Assist with special projects as assigned by Divisional Vice President and or Regional Director.
Position Qualifications
- Minimum of 5 years in a field operations-oriented leadership role within the franchise industry or comparable multi-unit retail industry experience.
- Demonstrated ability to communicate effectively with franchisees with a wide array of personalities and backgrounds. Must have the ability to have tough conversations and manage through any resistance in a collaborate way.
- Ability to plan and set priorities to achieve business objectives. Outstanding accountability and focus skills
- Ability to read and interpret financial statements; strong analytical skills.
- Demonstrate an ability to initiate, plan, prioritize and organize multiple projects while meeting deadlines.
- Ability to communicate and present effectively to various audiences. Excellent time management and organizational skills.
Physical Demands and Work Environment
This position is field based with approximately 50% travel (including some overnight trips).
Employee Acknowledgement
This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions. While this list is intended to be an accurate reflection of the current job, Liberty Tax Service reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, work load, or technological developments).
Liberty Tax Service is an equal opportunity employer.
Market Manager
We’re redefining the dining experience by building a world-class mobile ordering and delivery platform. Waitr & Bitesquad marketplace is helping small businesses grow and acquire new customers while also bringing concierge level convenience to thousands of consumers. Our growth has been off the charts and has no signs of slowing down.
As a Market Manager, you have the opportunity to be on the forefront of the evolution and growth that the food delivery industry is experiencing. Market Managers on the front lines of our markets provide input on processes and strategies that allows us to dominate our industry. Each day will bring about new challenges and opportunities at Waitr/Bitesquad, from day-to-day operations of your market to upward mobility within the company. You will experience the flexibility of remote management and ultimately be the owner of your respective market, allowing you to focus on growth.
As the Market Manager you’ll drive daily operations and revenue growth by collaborating with our restaurant partners & community. Additionally you will partner with our customer support, dispatch and leadership teams everyday! We are looking for a great leader with knowledge of managing and engaging a team, as well as, a data-driven and strategic thinker. You will set strategic objectives and run the day-to-day operations for your given market. Problem solving within a market is crucial as it grows continuously and is ever-changing.
Key Responsibilities:
- Drive restaurant partner relationships via revenue growth & marketing initiatives.
- Partner with our catering department to service current customers and add additional customers
- Overseeing the installation and maintenance of restaurant tech for optimal efficiency
- Utilize operations data and feedback to understand market behavior, areas for improvement and market trends.
- Responsible for the hands-on supervision and performance management of direct reports.
- Liaison to the 1099 delivery workforce in your market, including facilitating the activation of 1099 drivers
- Collaborate with all departments at our headquarters (support, payroll, recruitment, human resources, dispatch on delivery or other issues etc)
Required Experience/Qualities:
- Nimble: You move fast and accurately in a dynamic environment
- Customer-Focused: Proactively seeks and finds ways to provide the highest standards of service.
- Innovator: Generates and recognizes creative solutions in varying work situations.
- Team player: Collaboration and strong communication skills.
- Effective Communicator: Demonstrates open, honest and respectful written and verbal communication.
- Results-Oriented: Productively focuses time and resources on activities to produce quality results.
- Forward-Thinking: Problem solver, do whatever it takes attitude
- Strategic Thinker: Views events and possibilities from multiple perspectives. Understands the bigger picture and the interdependencies and effects of other systems.
- Associates or Bachelor’s degree preferred
- Training in receiving and delivering feedback from/to reports, teams, and managers
- Experience in delivery driver cohort performance
Travel
This role requires occasional air and car travel to field offices and/or headquarters. Expected travel in local markets should be 50% at maximum and more commonly limited to 25%. Travel to other offices outside of your market is limited but expected.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.