General Manager

Company Description

Founded in 1978, California Closets has built a reputation as the leader and design authority in premium space management, delivering custom-designed organizational solutions and exceptional service. We believe home is more than just a place - it should be a source of creativity, comfort, and connection. From beautiful walk-in closets and entertainment centers to versatile pantries and home offices, we design custom storage solutions that add value to your life and home by making space for what belongs. Think of it as 'practical magic'.

Job Description

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

Qualifications

• 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.

Additional Information

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We are an equal opportunity employer. We E-Verify.
All your information will be kept confidential according to EEO guidelines.