Multi Location Manager - London, United Kingdom - Hertz
Description
The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.
Job Description
A Day in the Life:
This role will be reporting into the Area Manager and is known for the day to day running of the cluster across multiple locations (a mix of airports, downtowns and agency branches depending on area) to achieve profitability by providing outstanding customer service, whilst maximising revenue and controlling costs. This role has an impact on profitability through great customer service and employee retention across either a flagship location or multiple other locations.
What You'll Do:
Customer Service
- Provide world class customer service, creating a friendly, welcoming customer experience through personalised service.
- Is hands-on at the counter to support and manage customer queries. Walks the customer journey to identify gaps and plans how to address them.
- Addresses process failings to make future improvements.
Fleet & Resource Planning
- Responsible for working with fleet to manage volumes and is accountable for labour resources in-line with demand.
- Recruits and trains team members and works closely with other departments within the organisation to develop the locations people through training and coaching.
Team Management
- Daily management of the teams across multiple sites through one-to-ones, feedback and support.
- Motivates and inspires the team with the right integrity and authenticity.
- Publicly celebrates exceptional performance to create and nurture a performance culture. Manages under performance of KPI's daily and through monthly, yearly reviews.
Selling
- Display and drive individual and team selling skills that meet the needs of our customers, whilst identifying and maximising opportunities to increase revenue to meet the daily, weekly, monthly, and annual targets.
- Understand local market and actively deliver on sales opportunities and existing relationships with suppliers and customers
Financial Acumen
- Understands and contributes to the clusters location P&L, in line with team management, to maximise profitability.
- Control of all cost lines at branch level
Control & Audit
- Adhering to company SOPs for all rent and return provisions, to ensure the location is fully compliant, including control of customer data under GDPR.
- Ensures rentable standard is met and any additional damage documented on return.
- Ensures each location is compliant with health & safety, financial audit and compliance training.
Commercial Awareness
- Awareness of competitor activity in order to retain and grow the business and successfully manage relationships.
- Additionally, identifies and obtains local business to increase profitability of location.
Continuous Improvement
- Encourages and maintains a 'Best practice sharing culture', always striving to find ways to improve service and change mind set.
What We're Looking For:
- Proven previous managerial experience
- Previous customer service and sales experience
- Operational experience in a similar environment
- Ability to collaborate with internal and external stakeholders across multiple functions and locations
- Ability to influence
- Flexible and adaptable; ability to work effectively in ambiguous situations
- Excellent verbal and written communication skills
- Results driven, ability to make decisions and help solve problems
- Ability to build and lead a diverse, high-performing, results-oriented, and highly engaged team.
- Ability to drive process and organisational change.
- Ability to motivate teams and keep a positive attitude in a fast-paced environment.
- Ability to work under minimal supervision with a goal-oriented mindset.
- Ability to see the big picture and leverage critical thinking and decision-making skills.
- Excellent organisation, time management, delegation, and prioritization skills.
- Courageous leadership and accountability.
What You'll Strive For:
- Department focus areas include; Customer Satisfaction & NPS scores meet or exceed location and cluster targets, Defleet Efficiency, Employee retention, Identification of new business.
- Successful performance in key areas including customer service, team management, commercial awareness.
What You'll Get:
- 40% off any standard Hertz Rental in a Corporate country
- Annual leave of 25 days
- Employee Assistance Programme for employees and family
- Business Needs Car
- Bonus