General Manager

OverviewThe Carlisle Group (TCG) has been retained to search for a General Manager in Cleveland, OH. The company is America’s Most Admired Home Remodeling Brand, operating in 40+ markets across 24 states. Founded in 2006, it employs 3,000+ people and generates $1B+ in sales. The organization specializes in residential bathroom remodeling, window, and door replacement, delivering a fast, easy, and convenient home remodeling experience.PositionGeneral Manager (GM) – reports to the Vice President (VP) of Division Operations and collaborates with multiple departments across the organization at the assigned location within a division.Job SummaryThe General Manager is responsible for achieving all monthly, quarterly, and yearly targets, metrics, and financials at the branch, including sales, installation, and support.Essential Functions and Key Role AccountabilitiesStrategic LeadershipDevelop and implement the branch’s strategic business plan aligned with division and corporate objectives.Analyze market trends, competitive landscape, and customer needs to identify growth and improvement opportunities.Collaborate with peers and corporate leadership to ensure effective communication and alignment on strategies.Develop internal training and development cycles to achieve targeted headcount.Develop induction and retention plans to ensure the branch has the necessary sales and install capacity to reach targets.Monitor branch backlog to ensure conversion rates meet targets weekly.Oversee the branch’s P&L, ensuring revenue and profitability targets are met or exceeded.Monitor key financial metrics, including gross margins and operating expenses, identifying areas for improvement.Sales and Market GrowthDrive sales performance by setting ambitious yet achievable revenue targets during quarterly alignment.Oversee branch-level sales systems aligned with division-wide goals.Develop, monitor, and support a sales team to achieve net sales targets.Identify and implement new product launch opportunities to increase market share.Engage in community advocacy and outreach, supported by the Director of Public Relations and Community Outreach.Operational ExcellenceStandardize and optimize branch operations, including inventory management, resource allocation, fleet, facility management, and process efficiency.Track KPIs to improve operational performance, quality control, and customer service.Foster a culture of continuous improvement by implementing best practices and Lean principles.Build, manage, and support an installation team that completes one-day installations with minimal service needs.Customer ExperienceChampion a customer-centric approach in all branch operations to enhance customer experience.Monitor and respond to customer feedback, implementing strategies to address concerns and exceed expectations.Drive initiatives to improve overall service quality.Monitor the customer experience to ensure a 5-star experience and develop ACT cycles to address pliance and SafetyEnsure compliance with company policies, industry standards, and local, state, and federal regulations.Oversee the implementation and adherence to safety protocols.Collaboration and CommunicationServe as the primary liaison between branch operations and division leadership, ensuring effective communication and alignment.Partner with marketing, finance, and HR teams to support initiatives and resolve challenges.Provide regular feedback on product line performance, supply chain challenges, and improvement opportunities.Team Development and LeadershipDevelop and execute a robust succession plan in alignment with company leadership principles.Foster core values and guiding principles within teams.Conduct weekly Battle Rhythm Events (BREs) with accountable managers to review performance and develop ACT cycles to achieve metrics.Conduct daily touchpoints with the Operations Administrator, Warehouse Manager, Master Plumber, and Service Techs.Monitor weekly huddles and meetings led by subordinate managers to ensure desired results.Special ProjectsComplete special projects as assigned by the DVP or DDO with timely and high-quality execution.Metrics & KPIsOwn branch metrics to achieve targeted profitability and monitor ACT cycles to improve: Overall Profitability (Net Income), Installed Revenue, Installation First Pass Yield (FPY), Customer Goodwill, Roster Management, CS Cases Opened/Closed, Backlog by product line, Cost of Goods Sold, and other KPIs as assigned.Monitor compliance metrics (Safety, DOT, Permitting, HR) to meet standards.Leadership AccountabilitiesAssign tasks clearly with required resources, timelines, and expectations.Assess subordinate performance and provide ongoing development discussions.Coach and mentor to improve effectiveness and career progression.Determine pay and merit increases within guidelines; communicate revisions.Select new employees from candidates; make de-selection and dismissal decisions per HR guidelines.Continuously improve systems and processes; collaborate with other leaders to enhance the customer journey.What Success Looks LikeA successful General Manager takes ownership of every detail at the assigned branch, including sales, installation, and support. The GM must act decisively to resolve issues, align with division strategies, and work with HR, Recruiting, Training, and Leadership Development to ensure resources are available. The GM should continuously improve as an individual and a branch and be an exceptional teammate within the leadership team.QualificationsBachelor’s degree strongly preferred; equivalent experience accepted.10+ years in a B2C, customer-facing environment.8+ years in a supervisory role with 5+ years managing other managers.5+ years of P&L management experience.Relentless focus on customer service.Proficient in data-driven decision-making and analytics.Expertise in CRM systems and customer service platforms.Ability to analyze data to drive results through metrics and KPIs.Must have a valid smartphone or smart device for two-factor authentication.Work Environment and Physical RequirementsTypical workweek: Monday – Friday; in-office, field, and customer homes.Ability to lift/move up to 75 lbs frequently; more than 75 lbs occasionally.Ability to wear required PPE and drive a personal vehicle to sites with valid insurance and license.Ability to work outside in various weather conditions and within a 90-mile radius of the business address.Reasonable AccommodationIf reasonable accommodation is required for disability, inform Talent Acquisition or Human Resources to begin the interactive process.Seniority levelDirectorEmployment typeFull-timeJob functionManagementIndustriesRetail Furniture and Home Furnishings and Construction #J-18808-Ljbffr

Created: 2025-10-06