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Job Description
This role supports the Area Manager and is responsible for the day-to-day operations of multiple flagship locations, ensuring they achieve strong profitability through exceptional customer service, effective revenue generation, and disciplined cost control. The position plays a key role in driving overall performance by fostering a high-quality customer experience and maintaining strong employee retention across all sites.
In addition, this role includes direct line management responsibilities. The Multi-Location Manager will lead, coach, and develop a team of direct reports, ensuring consistent performance, engagement, and operational excellence across all assigned locations.
What You’ll Do
Customer Service
- Provide world-class customer service, creating a friendly, welcoming customer experience.
- Address process failings to make future improvements.
Fleet & Resource Planning
- Responsible for working with fleet to manage volumes and is accountable for labor resources in-line with demand.
- Recruits and trains team members and works closely with other departments within the organization to develop the location’s people through training and coaching.
Team Management
- Daily management of the teams 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 underperformance of KPIs 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 maximizing opportunities to increase revenue to meet the daily, weekly, monthly, and annual targets.
- Understand the local market and actively deliver on sales opportunities and existing relationships with suppliers and customers.
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Financial Acumen
- Understands and contributes to the location P&L, in line with team management, to maximize profitability.
- Control of all cost lines at the 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 is documented on return.
- Ensures the 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 mindset.
What We’re Looking For
- Proven previous managerial experience
- Previous customer service and sales experience
- A valid UK/EU driving license
- 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 organizational 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 organization, time management, delegation, and prioritization skills.
- Courageous leadership and accountability.
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What You’ll Strive For
Department focus areas include;
- Customer Satisfaction & NPS scores meet or exceed location targets
- Defleet Efficiency
- Employee retention
- Identification of new business
- Achieve location business plan revenue targets
- Achieve location VAS (Value Added Services) sales targets
- Install a high-performing “Serve & Sell” location culture focused on both service & sales
- Maintain P&L ownership with cost control initiatives
- Culture of continuous improvement
- Evaluating conventional approaches & challenging established practices
What You’ll Get
- Bonus
- Company Car
- Private health care – BUPA (single)
- Notice period – 1 month
- Annual Leave: 25 days plus bank holidays (after your 5th anniversary, increases to 28 days, after your 10th anniversary, increases to 30 days)
- Pension: Matched up to 8%
- Eyecare vouchers
- Flexible Working Opportunities
- Work from anywhere Opportunities
- Gift Vouchers for expectant parents
- Death in Service Payment
- Referral scheme
- Long Service Award
- Discounts: IHG Staff Discount, Discounted Gym Memberships, KIA Affinity Hertz Staff Discount, Perks at Work
- 40% off any standard Hertz Rental in a Corporate country
- Employee Assistance Programme for employees and family
- Training & Development Opportunity – Apprenticeship Scheme
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