Director, Facility Services Group (FSG)

Director, Facility Services Group

Reports to: VP of Design

Summary: Strategically responsible for defining and executing the Division's growth strategy, ensuring Storr's Facility Services Group (FSG) remains a market leader and delivers a differentiated value proposition to customers. Develop and implement annual and multi-year business plans that drive profitable growth, operational excellence, and customer loyalty. Lead the team in identifying emerging customer needs, evolving service offerings, and aligning internal capabilities to meet future market demands. Provide day-to-day leadership to project coordination, and customer account management teams to ensure alignment with strategic goals and execution.

Primary Duties and Responsibilities:

• Develop and execute FSG's long-term growth strategy, including identifying new market segments, service lines, and accounts.
• Continuously refine and communicate FSG's value proposition to ensure relevance in a changing market, leveraging customer feedback, competitive analysis, and emerging industry trends.
• Build and develop a high performing team of professionals with a strong commitment to customer service.
• Collaborate with Marketing and Corporate Strategy to ensure brand alignment and consistent messaging of FSG's unique value in the marketplace.
• Monitor industry trends, customer insights, and competitor activities to inform service development and pricing strategies.
• Champion continuous improvement, encouraging the team to identify and pilot new ideas that enhance customer experience or operational efficiency.

Substantial Department Goals:

• Achieve annual and multi-year growth targets through expansion of key accounts, new service offerings, and improved market share.
• Achieve the annual business plan results.
• Maintain a clearly defined and differentiated value proposition, reviewed and refined at least annually.
• Achieve quarterly and annual sales forecast.
• Achieve 8.5% or better Team Member Satisfaction Score in annual survey.
• Achieve an average score of 8.5 on returned Customer Satisfaction and Relationship surveys.
• Keep quarterly operating expenses within budget.
• Hold quarterly Work Compass updates with all direct reports.

Supervisory Responsibilities:

• Supervise all Project Coordinators and Customer Account Managers.

Education and/or Experience:

• Four-year degree in Business Administration or Interior Design from a FIDER accredited university
• 5-8 years of proven, progressive leadership and management skills
• Minimum of 8 years combined experience: design, project management in the commercial furniture industry, sales experience preferred.

Language Skills:

• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.
• Ability to write reports, business correspondence and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers and the public.

Mathematical Skills:

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
• Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
• Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Other skills:

• Ability to use a scale, read installation plans and use tape measure.
• Ability to work effectively in a team environment.
• Ability to read and analyze departmental, accounting and financial reports.
• Proven orga izational and follow-through skills.
• Excellent communication and interpersonal skills.
• Ability to build consensus.
• Ability to identify and solve problems creatively as well as logically.
• Ability to lead.

Career Path:

Vice-President