General Manager - Multiple Locations Across US
At Eyemart Express, we know that exceptional customer service starts with great store leaders. With over 240 stores in over 40 states (and growing!), we are always looking for great leaders. If you are an experienced retail manager who has a knack for growing people and business, are open to relocation, and are motivated by mission, impact, and professional growth, there's no limit to what you can do at Eyemart Express! Note: Relocation and sign-on bonuses are available for the right candidates and positions.
Job Description:
As the General Manager of our retail optical stores, you are responsible for the overall management of the store by ensuring that the financial, operational, and commercial parts of the business run smoothly. You are in charge of store budgets and cost controls, human resource functions, P&L control, A/R control, inventory control, and store facility maintenance. You are the point of contact between the staff and customers, ensuring that all Eyemart procedures and policies are being followed. You set the tone, example, and standard for the store and make sure each associate has the motivation, training, coaching, and oversight needed to succeed. You maintain positive relationships with optometrists, local businesses, and our customers, knowing that your next customer or employee could come from anywhere.
Duties and Responsibilities:
- Be a visible and accessible presence to patients and employees.
- Manage daily operations of the store to meet all Eyemart standards: sales production, pricing, inventory control, approval of all expenditures (frame orders, lens orders, lab and store supplies, etc.), doctor's office production (where applicable), lab production, A/R collections, etc.
- Performance Management: Ensure that all employees are following Eyemart's retail and lab protocols and procedures, assign duties, and establish performance standards and work schedules. Become an expert in these processes and protocols to properly encourage, train, coach, and correct store and lab employees to maintain our service level expectations.
- Maintain store sales goals at or above company standards, seeking to maximize the store's gross sales wherever possible.
- Partner with the store's Lab Manager to establish a cohesive relationship between retail and lab sides of the store so that all finished jobs meet ANSI, Eyemart, and customer standards.
- Patient Relations: Ensure total patient satisfaction and resolve any patient complaints and/or sales discrepancies.
- P&L Control: Establish and monitor store budget and manage within that budget when implementing staff pay rates, supply purchases, equipment repairs, and all other store expenses.
- Reporting: Establish and maintain the accuracy of all corporate reporting, including payroll, sales data, daily closing reports, bank deposits, daily reconciliation, etc.
- Safety: Maintain a safe retail and lab environment for employees and patients alike by ensuring all employees are properly trained to follow OSHA and safety requirements.
- Store Cleanliness/Maintenance: Ensure that a quality medical/retail environment is maintained by daily basic housekeeping duties, including but not limited to: vacuuming, dusting, sweeping, mopping, wiping down surfaces, cleaning bathrooms, window washing, etc. With approval of district management, schedule periodic deep-cleaning (carpet, ductwork) and facility maintenance.
Education and Experience Requirements:
- 1+ years of Retail management experience required.
- Experience working in retail, customer service, or sales required.
- Experience working in the optical industry is strongly preferred.
- High School Diploma or GED.
Skills and Abilities:
- Excellent communication skills in all directions (managing up, across, and down).
- Excellent at team and employee coaching and building, including recruiting, training, corrective and developmental actions, recognition/motivation, etc.
- Demonstrated ability to work effectively in tandem with direct reports to reach and maintain acceptable production levels.
- Able to quickly learn and master a company's procedures and policies, including optical-specific requirements for correct eyeglass production.
- Ability to maintain the store's environment and equipment in a safe and organized manner.
- Calm and objective disposition and tactics to resolve customer or employee complaints or concerns.
- Ability to create, read, and interpret reports and dashboards to turn insights into actions and interventions.
- Ability to prioritize and delegate the store's workload to meet changing priorities and deadlines.
- Ability to establish and maintain effective working relationships with direct reports.
- Must report to work at least 30 minutes prior to store opening and work on Saturdays.
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