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Alfred // digital & in-home concierge services
 
New York City    Posted: Friday, June 25, 2021
 
   
 
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JOB DETAILS
 

REGIONAL DIRECTOR

Job Description

Purview: Efficient delivery of world-class hospitality, leading to increased profitability

The Regional Director (RD) is a critical leader who brings together the operations with all cross functional B2B & B2C regional partners to ensure the operational machine is running. You own the P&L strategy & conduct regular deep dives to understand trends & make subsequent changes in your overall region in partnership with your cross functional partners in B2B Sales, Account Management, Community Engagement, Membership Sales, & your Operations & Alfred Teams. You will lead with empathy to inspire your teams to deliver best in class experience to your Alfred teams, residents & building partners. The ideal MOL is an inspirational leader who can motivate & engage a large team to deliver exceptional service in an efficient & cost-effective manner.

Specifically, the Regional Director excels at:

  • Leading, empowering & coaching a team of operators & cross functional partners to drive business outcomes 
  • Connecting with people of all types & backgrounds, forming meaningful relationships
  • Deep dive into trends to amplify bright spots throughout the country & systematically incorporate learnings into new process & practices 

Specific Responsibilities

P&L Management

  • Oversee & manage all cost efficiency metrics for the region by reviewing market controllable metric reviews & responding proactively to anticipated inefficiencies
  • Work directly in partnership with the Regional Director to manage the P&L, generate profit & create strategic action plans for monthly improvement.
  • Work alongside B2C Product team to ensure marketplace mix is driving revenue & margin for each localized area within the region to hit total revenue targets
  • Partner with B2B & B2C partners (sales/account management, community engagement & membership sales) to ensure buildings & residents are moving down the funnel with the least amount of friction & ultimately converting to recurring spend & upsell opportunities. 
  • Partner with Operation Manager to ensure payroll is being managed effectively & efficiently for all operators 
  • Partner with Director of Operation, Director of B2C & Marketing to ensure we have the right systems & tools in place for our teams to focus on their tasks at hand

Inspire World-Class Hospitality & Customer Experience

  • Proactively nurture a healthy service-oriented culture, embracing omotenashi & implementing world-class standards of service delivery
  • Inspire the highest level of service commitment from each team member providing thorough & regular strengths-oriented feedback, based on member feedback & manager observation

Inspire, Manage & Develop Regional Member Operations Team & Cross functional Regional Partners

  • Effectively hire, develop, give feedback to & inspire Member Operations Team as required, meeting EDI objectives (in conjunction with Talent, L&D)
  • Motivate & inspire Alfred Home Managers & Members Operations Team to bring out their highest level of performance, generating individual commitment over compliance
  • Anticipate future market growth & workforce changes, protecting the region from an understaffed or under-equipped team

Coordinate with Greater Team

  • Represent the field perspective through proactive communications & participation with HQ teams
  • Regularly connect with peers across the company to discuss best practices, innovative changes to operations, & ways to build more efficient operations
  • Partner with the Learning team to ensure training for Member Operations & Alfred teams are tailored for your region, but meet our company standards of service delivery excellence

Specific Requirements

  • Trustworthiness, empathy, integrity, & an aspiration for excellence
  • Self-motivation & strong innovation management skills
  • Interpersonal savvy & an ability to interact with people
  • Ability to drive business strategies across the region
  • Strong written & verbal communication skills
 
 
 
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