About The Role

The General Manager (GM) oversees operations, team leadership, and team leadership 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, 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.

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 goals, GS&Rs and performance 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, Operations and Install teams to ensure they are performing in accordance with expected company standards and service level agreements. 
Partner with XMCs and Purchasing to ensure a continuous supply of materials and resolution of supply chain issues.
Ensure accurate records including PO process, A/R, A/P, and inventory.
Ensure compliance with company policies and employment laws.

Customer Experience

Lead 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.
Develop Annual Marketing Plan and establish programs to generate leads.
Develop and execute local marketing campaigns and showroom strategies to increase customer engagement.

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
Sales dollars as a % YOY
Consults per DC per month
New customer close rate %
Sales dollars YOY outside the closet
Revenue Growth
Revenue dollars as a % YOY

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, manufacturing, 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.