General Manager

2 weeks ago

Leesburg, United States Sparkle Squad at Leesburg, Ashburn, Sterling Full time

**Company Overview**: Sparkle Squad of Leesburg, Ashburn, Sterling is a leading franchised window cleaning company dedicated to providing exceptional service to commercial and residential clients. With a commitment to quality, professionalism, and customer satisfaction, we strive to exceed expectations with every project we undertake. As part of our expansion plans, we are seeking a dynamic and experienced General Manager to lead our team and drive the growth of our franchise.

**Job Overview**: The mission of the General Manager is to drive sustainable business growth and profitability through exceptional operational management, strategic sales initiatives, and outstanding customer service. The General Manager will be responsible for leading a team to achieve specific performance goals, ensuring the franchise operates efficiently and profitably.

**Key Responsibilities**:

- Create an amazing culture within your team
- Ensure you and your team are executing on the delivery of ground game which includes door hangers, lawn signs, and generating reviews on the Google My Business page.
- Make sure accounts receivable is monitored and kept in good standing
- Be the direct contact for commercial customers and certain residential customers
- Generate revenue through growth and the acquisition of new commercial and residential customers.
- Monitor revenue and expenses
- Be able to read financial statements and update them regularly
- Outbound commercial sales including relationship building, quoting and confirmation
- Quality control on large projects and training technicians on quality control
- Hiring, onboarding, training of window cleaning, gutter cleaning and pressure washing technicians
- Provide continual training
- Weekly group meetings with other franchisees and bi-weekly meetings with a franchise business advisor
- Monitoring and optimizing scheduling
- Scheduling and delivering weekly safety meetings.

**Operations Management**:

- Oversee day-to-day operations of the franchise, including scheduling, route planning, and resource allocation.
- Implement and enforce operational procedures to ensure efficiency, safety, and quality standards are met.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement strategies to optimize performance.

**Performance Goals**:

- No missed appointments.
- Teams are well-equipped and prepared for service.
- Effective feedback loop to identify and repair service disruptions immediately.
- Maintain and exceed safety standards and criteria.

**Sales and Business Development**:

- Develop and execute sales strategies to drive business growth and achieve revenue targets.
- Identify new business opportunities and potential clients and develop relationships to expand the client base.
- Work closely with the marketing team to develop promotional materials and campaigns to attract new customers and retain existing ones.

**Performance Goals**:

- Specific growth goals by region.
- Achieve set marketing strategy KPIs.
- Meet or exceed customer retention goals.

**Team Leadership and Development**:

- Lead, mentor, and motivate a team of window cleaning technicians to deliver exceptional service and exceed customer expectations.
- Conduct regular performance reviews, provide feedback, and implement training programs to enhance the skills and capabilities of team members.
- Foster a positive and collaborative work environment that encourages teamwork, communication, and professional development.

**Performance Goals**:

- High team satisfaction as measured by retention rates and feedback surveys.
- Meet or exceed team performance metrics.

**Customer Service and Satisfaction**:

- Ensure that all customer inquiries, concerns, and complaints are addressed promptly and resolved to the satisfaction of the customer.
- Maintain strong relationships with clients to understand their needs and preferences, and continuously strive to exceed their expectations.
- Implement customer satisfaction surveys and feedback mechanisms to measure and improve service quality.

**Performance Goals**:

- High customer retention KPIs.
- Positive feedback metrics on Google reviews.
- Quick resolution to customer complaints, ideally within 24 hours.

**Financial Management**:

- Develop and manage the franchise budget, including revenue forecasting, expense management, and profitability analysis.
- Monitor financial performance against targets and implement corrective actions as needed to achieve financial objectives.
- Implement cost-saving initiatives and operational efficiencies to improve profitability while maintaining service quality.

**Performance Goals**:

- Implement cost savings of a specified percentage.
- Generate and review profit analysis reports quarterly.

**Qualifications**:

- Bachelor's degree in Business Administration, Management, or related field (preferred).
- Minimum of 5 years of experience leading teams of 5 or more employees in a ser

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