The General Manager (GM) oversees operations, team leadership, as well as people and team development at a corporate-owned location. This strategic role focuses on operational efficiency, profitability, and maintaining company standards. The GM fosters a positive work environment through coaching, mentoring, collaboration, and empowering team members.
Base salary $155K - $165K. Bonus is based on Y/Y growth
ESSENTIAL FUNCTIONS
Financial Oversight
- Meet or exceed annual financial targets and assigned goals.
- Evaluate P&L performance and balance sheet health; develop action plans to close gaps.
- Complete monthly trend and variance analysis per AFP budget.
- Develop capital expenditure plans and long-term spending strategies.
- Ensure the collection of accounts receivables.
- Problem solving opportunities for improvement
Team Leadership & Development
- Recruit, hire, and develop high-quality talent aligned with company values.
- Ensure clear job descriptions and compensation plans are established.
- Coach and develop team members through SMART (shared, measurable, attainable, realistic, time-phased) goals, and performance meetings and reviews.
- Conduct annual performance reviews and provide feedback.
- Foster trust and lead by example consistent with our Credo, core values and 10 Serving Basics.
- Celebrate and recognize performance wins and alignment with our Credo/culture.
Operational Excellence
- Identify business challenges and develop strategies to improve efficiency.
- Align goals across teams for lead generation, sales, revenue, EBITDA, and market share growth.
- Champion the Facilitative Sales process to hold Sales team accountable to goals.
- Provide leadership to Warehouse and Install and support teams to ensure they are performing in accordance with expected company standards and service level agreements.
- Partner with manufacturing and Purchasing to ensure a continuous supply of materials and resolution of supply chain issues.
- Develop Annual Marketing Plan and establish programs to generate leads.
- Develop and execute local marketing campaigns and showroom strategies to increase customer engagement.
- Ensure accurate records including PO process, A/R, A/P, and inventory.
- Ensure compliance with company policies and employment laws.
Customer Experience
- Lead a local team to provide quality products and a customer experience that meets our Net Promoter Score (NPS) expectations.
- Respond quickly to customer concerns and resolve issues proactively.
- Ensure proper execution of customer contracts and service delivery.
Safety & Compliance
- Perform regular safety audits and job site observations.
- Ensure compliance with OSHA standards (CCOHS in Canada) and company safety expectations.
Key Performance Indicators:
- Lead, Customer & Sales Growth
- Local lead generation through local marketing tactics
- Sales dollars as a % YOY and to plan
- Consults per salesperson per month
- New customer closing rate %
- Sales dollars YOY outside the closet
- Revenue Growth
- Revenue dollars as a % YOY and to plan
Revenue per team member
- Exceptional Brand Experience
- Brand experience score (NPS combo)
- Google review metric
- Commitment to Health and Safety
- Total incident rate (TIR)
- Exceptional Quality
- Return visits (install success rate)
- Sustainable Profitable Business Growth
- EBITDA % growth YOY
- EBITDA %
- Gross margin improvement
- Gross margin %
- Successful Teams that get results and live our values
- Retention
- TeamNPS
- % of successful team members / team leaders who hit their annual goals
- Bachelor’s degree in business management or related field preferred; MBA a plus.
- 10+ years of professional experience, including 5+ years as a GM or Operations Manager.
- Experience in residential selling, and independent business unit operations.
- Strong communication, leadership, and problem-solving skills.
- Tech-savvy with experience in CAD, Epicor/Kinetic, Salesforce, Microsoft Office, Power BI.
- Commitment to customer service, safety, and continuous improvement.
- Well-developed business/financial acumen.
- A proven track record for developing people and teams.
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We are an equal opportunity employer. We E-Verify.
All your information will be kept confidential according to EEO guidelines.
