Country Facilities Manager USA
Location: Boston, MA (Flex - 3 days in office)
To lead the management of outsourced Facilities Management contracts across the region, ensuring FM partners deliver safe, compliant and cost-effective services that support Primark's retail operations. The role is responsible for supplier performance, governance, commercial management and continuous improvement across the assigned estate.
Reports to:
Head of Facilities Management
What You'll Do Country Facilities Manager USA
Contract Management & Supplier Performance:
Lead FM suppliers and specialist consultants in the delivery of day-to-day facilities management services, ensuring contractual service delivery standards are consistently achieved across all sites.
Ensure that the FM suppliers responsible for operational and reactive issues manage all tasks efficiently and effectively.
Monitor and evaluate FM supplier performance through key performance indicators (KPIs), service level agreements (SLAs), and performance reviews to drive continuous improvement.
Conduct regular contract performance reviews and audits, ensuring planned preventive maintenance programmes (PPM) and reactive services are delivered to agreed standards.
Implement corrective action plans for underperforming suppliers and ensure service recovery is effective and timely.
Collaborate with procurement teams to review contracts, manage tender processes, and ensure that contracts align with business needs and deliver value for money.
Operational Management:
Ensure stores remain operational by managing supplier activities, minimising downtime, and responding swiftly to emergency situations, including out-of-hours call-outs.
Conduct site audits and walkthroughs to ensure compliance with health, safety, environmental, and quality standards.
Act as the liaison between the facilities management department and retail store management to ensure FM services meet operational requirements.
Ensure that all stores under the region's responsibility receive regular visits, and performance issues are addressed promptly.
Plan and manage the FM services for new store openings, ensuring that all FM aspects are operational from day one.
Scaling Services & Team Development:
Support the growth of the regional estate by developing scalable FM operating models, team structures, and supplier capability that maintain consistent service standards as the business expands.
Build and develop high performing FM vendor teams across the region, ensuring the right capability, capacity, and succession planning are in place to support future growth.
Work closely with property, retail operations, procurement, and store development teams to ensure FM services are aligned with regional expansion plans and new store openings.
Supplier Relationship Management:
Foster strong partnerships with FM suppliers to promote a collaborative approach to service delivery.
Organise monthly operational review meetings with suppliers to discuss performance, address issues, and identify opportunities for improvement.
Participate in supplier audits, including impromptu quality checks, ensuring all services provided are consistent with contractual expectations.
Work with suppliers to develop innovative solutions that enhance service delivery and improve operational efficiencies.
Budget & Cost Management:
Manage the facilities management budget, ensuring all activities are delivered within budgetary constraints.
Review and validate supplier quotations, ensuring compliance with contractual terms, and assess cost-effective alternatives where appropriate.
Monitor spend across all FM services, including planned and reactive maintenance, statutory compliance, CAPEX projects and cleaning, and take corrective action to prevent budget deviations.
Collaborate with finance and procurement teams to ensure accurate invoice processing and budget alignment.
Stakeholder Engagement:
Maintain strong working relationships with internal stakeholders, including store retail management, for the markets that the Senior RFM has direct responsibility. This includes building strong relationships with the Country Leader and partnership with the in-market Retail Operations Manager. Other key stakeholder relationships include store development, property, procurement, finance, and health and safety teams.
Provide regular updates and reports on FM contract performance, service delivery standards, and cost management to senior leadership.
Support cross-functional projects and initiatives that align with business objectives, ensuring that FM contract management contributes to overall success.
Compliance & Quality Assurance:
Ensure all FM contractors comply with legal requirements, health, safety, and environmental regulations, as well as internal company policies.
Lead on all compliance matters, ensuring that contractors meet the necessary standards for service delivery and equipment management.
Promote awareness and integration of corporate social responsibility policies, ensuring FM services align with sustainability goals and ethical practices.
Continuous Improvement & Innovation:
Drive a culture of continuous improvement within the FM supplier base by identifying areas for innovation, efficiency, and service enhancements.
Actively seek opportunities to improve the customer experience in stores through the enhancement of FM services.
Regularly analyse industry trends and best practices in facilities management, implementing changes that contribute to improved service delivery.
What You'll Bring
Qualifications & Preferred Experience
Facilities Management Expertise: Minimum of five years' experience in managing FM supplier contracts, with a proven track record in contract management and multi-site service delivery.
Supplier Performance Management: Proven experience managing outsourced FM providers through KPIs, governance, performance reviews and contractual improvement plans.
Supplier & Contract Management: Demonstrated ability to manage large, complex FM contracts, ensuring service delivery standards, compliance, and budget adherence.
Budget Management: Experience managing large Capex and Opex budgets, with strong financial acumen and cost control capabilities.
M&E Knowledge: Strong background in mechanical and electrical (M&E) services, with extensive experience managing complex,multi-unit retail estates.
Stakeholder Engagement: Strong interpersonal and communication skills, with the ability to build relationships across a range of stakeholders and influence decision-making.
Analytical Skills: Ability to review and interpret complex data sets, providing actionable insights that drive operational improvements.
Leadership: Strong leadership qualities, with a collaborative and motivational approach to working with suppliers and internal teams.
Problem Solving: Skilled in resolving issues and managing conflicts between stakeholders and suppliers to achieve optimal outcomes.
Technology Proficiency: Proficient in using CAFM systems, with strong IT and report-writing skills.
Operating Standards & Core Competencies:
Customer Focus: Focused on delivering long-term, sustainable customer satisfaction and aligning FM services with business goals.
Teamwork: Collaborates across departments to ensure facilities management supports overall business success.
Commercial Acumen: Demonstrates a deep understanding of both the FM and retail industries, identifying trends and opportunities to improve service and reduce costs.
Quality Focus: Consistently ensures that high-quality standards are met in all aspects of service delivery.
Continuous Improvement: Always seeking ways to enhance FM service delivery and bring about operational efficiencies.
Leadership & Motivation: Acts as a role model, promoting enthusiasm, commitment, and a shared vision across the FM function.
The pay range for this role is: $121,840 to $182,760
This is a good faith estimate of the minimum and maximum we would pay for this role at the time of this posting. The base pay rate offered will account for internal equity and may vary depending on the candidate's geographic region of work, job-related knowledge, skills, and experience, among other factors.
REQ ID: JR-11852
