Regional Director

Job Overview

The Regional Director will be responsible for strategically managing client relationships by providing key business insights and expertise on all client situations that will ultimately drive loyalty, profitability and long-term client retention. A good Regional Director exhibits strong leadership values that epitomize the culture of unparalleled customer service within FirstService Residential. This individual will also oversee and create an environment of ownership and accountability for a team of community managers responsible for delivering property management products and services to our clients with a focus on exceptional customer service.

Responsibilities

• Arranges for the onboarding of new community managers.
• Supports the onboarding of new community managers.
• Provides ongoing support with training, coaching and developing career paths for associates that desire growth opportunities.
• Holds self and managers accountable for completing property management tasks and activities in alignment with standard operating procedures, and owning issues and solving problems in collaboration with other departments to deliver measurable business results.
• Conducts ongoing performance management activities by providing constructive feedback and coaching through regular check-ins, structured one-on-meetings, mid-year touchpoints and annual reviews.
• Conducts regular team meetings to review key performance indicators, update on company initiatives, discuss client expectations, review financials, address training needs and overall department objectives.
• Works alongside the leadership team to devise client relationship management plans and relationship building activities based on the classification and importance of each client.
• Executes on relationship management activities to identify client issues and opportunities and develops detailed action plans to improve the property and client relationship, with special attention on high risk accounts.
• Communicates regularly and strategically with board members for the purpose of providing information and influencing to gain consensus.
• Partners with and leverages internal cross-functional support teams to deliver high quality and prompt customer service that is in line with client expectations.
• Effectively leads the communication and change management of corporate initiatives that directly impact the community manager and the client.
• Effectively manages the seamless transition of managers on properties, to prevent any disruption in the levels of service with the client.
• Takes ownership of controllable key performance indicators for their book of business: e.g. customer experience, client retention, growth, profitability, manager turnover.
• Accounts for managing FirstService client contracts and obtaining timely renewals.
• Participates with senior leadership to develop business plans and supports the delivery of company initiatives to all direct reports in line with strategic objectives.
• Uses company tools, technology (Connect, Avid, etc.) policies and philosophies in the role and integration to the team and staff.
• Reviews board packets, financial reports and other related client deliverables in support of the manager or as required, based on an agreed upon schedule.
• Works with leadership to review manager property assignments to ensure adequate balance of properties, appropriate workload and seamless manager transitions.

Qualifications

• Bachelor’s degree in business or related field from an accredited college or university.
• 5 to 7 years of experience in property management, construction or hospitality preferred.
• Experience in operations, account management or relationship management an asset.
• Valid state driver's license and state-mandated vehicle insurance.
• Possesses and maintains certification from CCAM or CAI in the field of property management strongly desired.