Job Title: Cluster Manager
This role reports to the Area Manager and oversees the daily operations of a cluster of locations, including airports, downtowns, and agency branches, to achieve profitability through excellent customer service, revenue maximization, and cost control. The position impacts profitability by enhancing customer experience and employee retention across one or multiple sites.
The Hertz Corporation operates multiple brands, including Hertz, Dollar, and Thrifty, across approximately 9,700 locations worldwide, making it one of the largest vehicle rental companies globally.
Responsibilities:
1. Customer Service: Provide world-class, personalized customer service, manage customer queries directly, and identify service gaps for continuous improvement.
2. Fleet & Resource Planning: Manage fleet volumes, recruit and train staff, and collaborate with departments to develop team skills.
3. Team Management: Lead multiple site teams through coaching, motivation, and performance management, including KPI oversight and performance reviews.
4. Selling: Drive sales through team efforts, maximize revenue opportunities, and build relationships with customers and suppliers.
5. Financial Management: Contribute to location P&L, control costs, and ensure financial targets are met.
6. Control & Audit: Ensure compliance with SOPs, handle customer data securely, document damages, and adhere to health & safety standards.
7. Commercial Awareness: Monitor competitor activity, develop local business, and enhance location profitability.
8. Continuous Improvement: Promote best practices, seek service improvements, and foster a culture of ongoing development.
Qualifications:
* Proven managerial experience
* Customer service and sales background
* Operational experience in similar environments
* Stakeholder collaboration skills
* Influence and leadership abilities
* Adaptability and effective communication skills
* Results-oriented with decision-making skills
* Team building and motivational skills
* Change management capability
* Organizational and time management skills
* Courageous leadership and accountability
Benefits:
* 40% discount on Hertz rentals in participating countries
* 25 days annual leave plus bank holidays
* Employee Assistance Programme
* Business needs vehicle
* Annual bonus scheme
* Pension scheme
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