An interview with our field operations manager

Posted by Momentum Instore on 2 July 2019

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Chris and the FSM team work tirelessly to improve the on-site delivery of every person working on any job, for any client.

With 16 years’ experience at Momentum Instore, Chris tells us all about his role and what benefit the FSMs bring to both our field teams and the client.

So Chris, tell us about your role.
As Field Operations Manager, I manage the Field Support Managers (FSMs) we have out in the field.

What do the FSMs do?
So the FSM is designed to cover everything. It’s a very expansive role that ultimately supports the guys in the field. Previously we had both regional managers and trainers; the FSMs are an amalgamation of those roles plus a little extra. There used to be a much longer lead time between the client communicating an issue and getting a resolution. Now, however, clients can pick up the phone and someone is there on that day and that person can actually fix the problem, rather than just gather information.
The whole point is to have someone out in the field who can give advice, conduct training sessions, link in with and support the client, fix problems on-site and overall do anything to make sure projects land perfectly and we deliver a great service across all accounts.

Could you tell us more about the training aspect of the role?
Training and development is a key focus for myself and the FSMs as I strongly believe that every one of our in-store colleagues should be given the same opportunities for growth and progression that I’ve been given. Whilst I’ve been Field Operations Manager, I’ve introduced something called the ‘upskilling recommendations menu’ (URM) on our online reporting tool InSite which tracks every in-store colleague. It tracks the number of shifts that person is doing, in whatever role they are in, for whatever client they are working for.
Each of our clients has a skills matrix and the URM will tell us when someone has done a set number of shits at each level and therefore when they have gained the experience that might lead them to progress onto the next level. The FSMs can then tailor our site visits to the places we’re going to be most effective. The URM means that we can upskill the maximum number of people for every visit we make.

Do the Field Support Managers just operate on the merchandising side of the business?
Yes, predominantly, but we do help out in other areas, such as installations, too. Our night manager actually went out on our biggest ever installation job recently to lead the teams and he completed full shifts. Part of the FSM role is project delivery so if that means we put on our old black uniforms and get stuck in to help the team, then we will.

What benefit are the FSMs to the client?
We help each of our clients in so many ways. One of our major merchandising clients have just gone through a significant change internally and we’re actually giving them guidance on how to phase their own jobs. They’re coming to us saying “this is my programme of works” or “this is my phasing plan; would you mind looking at it and telling me where I can improve it?”
We’re helping them with resource requests too. Where they’re sending resource requests in that are wrong and they’re not going to get the job done with it, we can advise them on what they’ve missed and how to rectify the problem. The knowledge that the FSMs have, because of the background that they’ve got, means they can provide that level of service to the client and go the extra mile.

Thanks Chris! It sounds like you and the guys do an amazing job.
You’re welcome! It is a difficult job and the team really deserves recognition for what they do.
 




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