General Manager

General Manager

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

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, 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.

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