Senior Market Director (Pacific Region)

Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period!

For more information about our benefits, see below!

We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."

Job Summary

Responsible for execution of operational strategies designed to achieve revenue growth and profitability targets.  This role will be responsible for overseeing and directing multiple, complex projects at a time, while ensuring projects are delivered on-time, within budget and in a manner meeting, if not exceeding, internal team and customer expectations. 

Following the recent acquisition of Terminix, a key component of this role will be to lead, while influencing without authority, the support of standard, and non-standard, Operations activities, supporting the successful integration of both brands at a Market level, with minimal customer or Colleague disruption.

Key Performance Indicators 

• Revenue growth - Organic and M&A

• APBITA

• Margin improvement

• Cash conversion

• SHE metrics

• Colleague retention and engagement

• Customer NPS 

• Vehicle Fuel Intensity

Principal Duties and Responsibilities

• Proactively identify, via root cause analysis, any issues impacting service excellence and quality in the Market, resulting in the review of both strategic and tactical processes to improve results and reach resolution. 

• Identify and assess service delivery gaps of the lower quartile branches in the Market and develop strategy for performance improvement, inclusive of partnering cross-functionally where needed to help with the turnaround effort

• Develop and implement Market level strategy to drive increased customer count and retention.

• Implementation and change management of new service offerings

• Provide training, tools, & resources to Branch leadership within Market to deliver service standards established by the company

• Identify gaps within Market related to training opportunities and coach leaders in how to achieve adherence to quality standards as outlined in technical training 

• Coach Market colleagues in resolution of escalated customer complaints, while developing targeted action plans to prevent future occurrences.

• Monitor on-time pest control and termite service delivery to achieve or exceed company standards, and develops remediation plans when opportunities are identified

• Liaise with the Training Team as opportunities are identified related to continuing education or with regard to changes in regulations, standards, service, techniques and equipment, company policy and procedures as well as licence maintenance requirements via continuing education.

• Monitors and assists the Market Vice President with the required service-staffing levels for the region on a Branch-by-Branch basis.

• Supports the Technical Specialist, Region, General and Service Managers in servicing special accounts.

• Main point of contact for new Acquisitions in the Market to align with integration strategy in the Market.

• Additional support during the Project Artemis Integration phases impacting the Markets

• Identify and offer support scenarios to keep the Market on track for Integration while Market VP ensures BAU work / performance is on track

• Responsible for activities for Market related to PMO/IMO initiatives and ensures that project/initiative tasks are completed

• Participate in and drive project-related team meetings (i.e. kick-offs, status, Steering Committee reviews, etc,)

• Communicate direction and action steps to team

CANDIDATE SUMMARY

Required Experience

• Bachelor’s degree and 8-10 years of field services management experience required, or an  equivalent combination of educat