General Manager

1 week ago

Saint Paul, United States W3Global Inc. Full time
Job DescriptionJob Description

Title: General Manager

Location: St Paul, MN

Workplace type: On-site

Job Type: Full-time

Level: Director

Position Summary:

  • The Company's General Manager (GM) leads all store operations to deliver a customer-centric experience for one of the most important moments in our clients' lives.

  • This role oversees both in-store and select online sales experiences, with a primary goal of achieving and surpassing sales, profitability, and customer satisfaction objectives.

  • Focused on fostering a supportive workplace culture, the GM ensures alignment with the company's values, encourages employee engagement, and drives cross-department collaboration through data-informed decisions and adherence to EOS principles and processes.

Key Responsibilities:

Sales Strategy and Growth

  • Sales Strategy Development: Design and implement a comprehensive sales strategy focused on driving appointments, enhancing in-store experiences, and establishing a follow-up process to support cross-department sales

  • Cross-Functional Collaboration: Partner closely with Marketing to align on promotions and engagement strategies that foster a steady appointment flow and optimize the customer journey

  • Product Management Coordination: Collaborate with Product Managers to select high-demand, high-margin products based on customer feedback and market trends, ensuring the product lineup meets customer expectations and drives sales

Customer-Centric Leadership

  • Customer Experience Focus: Lead initiatives that place customer satisfaction at the forefront, recognizing the significance of each client's experience from the initial appointment to the final purchase

  • Feedback Integration: Collect and analyze customer feedback regularly to implement continuous improvements in customer service and product offerings

  • Cross-Department Sales Initiatives: Oversee a follow-up process that encourages bridal clients to return for related products, such as bridesmaid dresses, tuxedo rentals, and mother's attire, maximizing customer lifetime value

Employee Engagement and Culture

  • Culture Building: Foster an inclusive, positive work environment that prioritizes employee engagement, collaboration, and growth, recognizing that employee happiness contributes directly to customer satisfaction

  • Team Development: Provide ongoing training, mentorship, and support for department managers and their teams, ensuring each team member understands their role in enhancing the customer experience

  • Hiring and Onboarding: Support hiring efforts and collaborate with department managers to ensure effective onboarding and training of new team members

Data-Driven Decision Making

  • KPI Tracking and Analysis: Utilize sales data, customer feedback, and operational KPIs to inform decisions, refine strategies, and ensure responsiveness to customer needs and market trends

  • Performance Optimization: Track KPIs, including closing rates, average order values, and cross-sell success, and work with teams to drive continuous improvement

  • Financial Reporting: Ensure data-driven insights are reflected in financial reporting and scorecards, contributing to alignment with company goals

Budget Creation & Financial Management

  • Budget Oversight: Partner with the CFO to develop, manage, and monitor department budgets in alignment with company profitability goals, addressing any discrepancies as needed

  • Cost Control and Efficiency: Identify opportunities to optimize inventory, reduce costs, and streamline operations, balancing financial efficiency with high standards of customer service

  • Long-Term Value Creation: Implement strategies that enhance long-term value, including efficient processes and automation to increase enterprise value and cash flow

Operations and Process Improvement

  • EOS and Meeting Leadership: Lead weekly Level 10 (L10) meetings, sales meetings, and ensure effective integration of EOS processes within the store

  • Continuous Improvement: Regularly assess store operations and customer service practices, implementing enhancements to improve efficiency and customer satisfaction

  • Process Adherence and Improvement: Maintain and refine store processes, fostering a culture of operational excellence and innovation

Performance Indicators:

  • Sales and Profit Metrics: Meet and exceed goals for sales, gross profit, and contribution margin

  • Customer Satisfaction: Track and respond to feedback, aiming for high customer satisfaction and repeat business

  • Employee Engagement and Retention: Build a positive work environment reflected in retention rates and team morale

  • Operational Efficiency: Maintain and improve store processes for optimized productivity

Qualifications:

  • Experience: Proven background in retail or sales management, ideally in a high-impact, customer-focused setting

  • Skills: Strong leadership, communication, and organizational abilities with a focus on driving sales, fostering a positive team culture, and making data-driven decisions

  • Knowledge: Familiarity with EOS, project management tools, and CRM systems is advantageous

Skills:

  • Budget Creation

  • Budget Development

  • Budget Oversight

  • Cost Control

  • Customer Satisfaction

  • Data-driven Decision Making

  • EOS

  • Gross Profit Analysis

  • Morale

  • Sales Meetings

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