Market Manager

Market Manager - Job Summary & Description

Position Title: Market Manager

Department: Operations / Sales

Reports To: Chief Operating Officer

Location: NWOH

Job Summary:

The Market Manager is responsible for the overall performance and growth of a defined market within the janitorial franchise system. This role focuses on selling new customer accounts, supporting and coaching franchisees, and driving customer and franchisee retention. The Market Manager acts as the local face of the brand, ensuring operational excellence, strong client relationships, and successful franchise partner development.

Key Responsibilities:

Sales & Growth

- Proactively identify and sell janitorial service accounts to new commercial customers

- Manage the local sales pipeline and close deals aligned with revenue targets

- Partner with corporate marketing and lead generation efforts to drive local awareness

- Assist with onboarding new customer accounts and ensure smooth handoff to operations

Franchisee Support & Development

- Build strong, supportive relationships with franchisees in the market

- Coach franchisees on service quality, customer satisfaction, and business growth

- Monitor performance metrics and conduct regular site visits

- Ensure franchisees meet brand standards and contractual obligations

Customer Retention & Service Excellence

- Conduct regular customer check-ins and quality inspections

- Address service issues and resolve complaints quickly and professionally

- Partner with franchisees to implement corrective actions and improve service levels

- Analyze retention trends and implement strategies to reduce customer turnover

Operational Oversight

- Support transitions of new customer accounts to ensure service readiness

- Collaborate with corporate departments on compliance, invoicing, and reporting

- Track and report on market-level KPIs and performance benchmarks

Qualifications:

- 3-5 years of experience in multi-unit operations, sales, or franchise management (janitorial or service industry preferred)

- Strong sales skills with a proven track record of closing B2B service deals

- Excellent relationship-building and communication skills

- Experience working with small business owners or franchisees a plus

- Ability to travel within the market regularly (local travel required)

- Self-starter with strong time management and organizational skills

Success in this Role Looks Like:

- Growing the number of active customer accounts in the market

- High levels of customer satisfaction and retention

- Empowered, successful franchisees delivering excellent service

- Strong alignment with company values and goals

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