GeneralManager

POSITION SUMMARY:

Implement the Company plan to transform the current customer experience and business model of retail dry cleaning across multiple corporate stores in one market. Ensure that store personnel deliver dry cleaning and laundry services unmatched for quality, customer service and financial returns.

RESPONSIBILITIES:

• Provide management and oversight for all managers in the market, including, but not limited to the Production Manager and the Assistant Manager.
• Manage scheduling and compliance for all of the stores in the market.
• Ensure superior quality production work (meeting Company standards for cleaning, finishing and packaging of garments).
• Ensure consistent attention to detail (regular inspections for cleaning and stain removal, proper finishing, button replacement, hem repairs, etc.).
• Ensure minimum errors or re-work (meeting Company goals for damage claims).
• Ensure a consistently positive experience for customers (meeting customer satisfaction surveys for friendly, consultative, courteous, well-groomed employees and a bright, clean, welcoming environment).
• Meet revenue goals (grow loyal base of core dry cleaning customers).
• Build profitability (grow piece count and sales of added value services; maximize cash flow margin).
• Operate within budgeted guidelines and control operational costs (maintain labor percentages within target ranges, achieve cost control and productivity goals, and optimize efficiency with proper upkeep and maintenance of equipment).
• Monitor store performance against key indicators (weekly, monthly, annually).
• Create and maintain friendly, supportive work environment conductive to team and individual growth (physical safety and comfort; employee satisfaction).
• Training, monitoring, and retaining superior key staff (store performance; inspection logs; damage claims; customer feedback; maintaining turnover percentages within target ranges).
• Energize and motivate continued growth (ongoing education and training; appropriate rewards and recognition efforts; timely individual performance reviews).
• Manage quality and flow of work (daily and weekly sales, production/employee).
• Supervising operational and Guest Service Representative (GSR) service efforts (fast, efficient, and friendly; following Company standards for receiving, pricing, collecting payment, accurate detailing, sorting, racking, retrieving, and returning customer orders).
• Train GSR staff on POS system and operational staff on current garment types/fabrics and different methods of cleaning and finishing them.
• Keep accurate records of load poundage, chemical, utility use, waste hauling, inventory, etc. (daily, weekly and monthly logs).
• Follow Company preventative equipment maintenance program (daily, weekly, monthly logs).
• If equipment is down, responsible for making sure it is back in service before the next production shift begins.
• Ensure predictably reliable services (develop appropriate staffing schedules; follow punctual and correct opening and closing procedures).
• Regularly perform paperwork, cash outs, audits, and inventory.

QUALIFICATION AND EXPERIENCE:

• Three + years direct customer service experience.
• Three + years of experience managing and/or training employees.
• General understanding of Business and managing a Statement of Profit & Loss.
• High school graduation or equivalent plus some secondary education preferred.
• Demonstrates ability to build the culture of a team.
• Lifting 100 maximum with frequent lifting and/or carrying objects up to 50 pounds.