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General Manager

Company: 1-800 Hansons, LLC
Location: Kalamazoo
Posted on: September 14, 2019

Job Description:

Purpose, Scope, & Dimension of Job: The General Manager is a key leadership position within the organization, responsible for managing the daily operations of a 1-800-Hansons satellite office and ensuring that planned goals for that location are met. The two primary goals of the General Manager position is to drive a 5 star customer experience and best in class sales performance. The General Manager must ensure all policies and procedures of the company are being followed by employees, sales representatives, and installation contractors while holding the team to the highest standards of customer service. Supervisory Responsibility: This position will have formal supervisory responsibility for satellite office and sales staff, which may include administrative employees, direct marketing and/or events teams, and installation, service, measure, and warehouse staff. This includes the following: Providing leadership for employee relations through effective communications, coaching, training and development Performing personnel functions such as interviewing, training, conducting performance reviews, and handling disciplinary issues Assist in recruiting, hiring, training and management of a highly effective sales team. Essential Duties/Major Accountabilities: Sales, Lead and Financial Management Responsibilities Motivate, engage, and train Sales Representatives on the 1-800 Hansons sales system so that they are successful in pitching demonstrations and closing sales deals with prospective customers Prepare and hold daily sales meeting in which sales concepts, metrics, and training on the 1-800 Hansons sales strategy are reviewed Monitor the outcomes of individual Sales Representatives and provide additional support as needed Update Sales Representatives on new processes, offers, products, or changes to Hansons technology Ensure maximum market penetration and lead generation within the assigned market Manage a Direct Marketing Manager and Direct Marketing Representatives, which includes holding daily meetings to assist with training, determining daily canvassing locations, and reviewing metrics and goals for obtaining leads Manage an Events Manager. Working in conjunction with corporate Marketing, ensure maximum exposure for Hansons at events in the local market by providing guidance and assistance Assign leads to Sales Representatives Meet Net Promoter Score (NPS) goals by maintaining the highest levels of customer service for external customers Ensure quality workmanship by monitoring jobs throughout the installation process Work with Customer Relations to resolve customer relations concerns and ensure a five- star review at the end of the installation process Meet financial goals of the satellite by ensuring that sales result in installed revenue Maximize revenue and profitability by collecting on past due jobs and minimizing additional labor and reprocessing Publish monthly performance scorecard against defined leads, sales, operations, and customer experience objectives 2. 5 Star Customer Experience Responsibilities Drive timely and efficient completion of satellite processes and tasks to ensure order cycle times are minimized Review, prioritize, schedule, and assign Measure Technicians to complete measures on new jobs In conjunction with corporate Scheduling, ensure installers are utilized to their full capacity Develop relationships with Installation Crews to ensure productive, high-quality work output Manage an Installation Manager to ensure customer satisfaction on every installation In conjunction with corporate Service, review, prioritize, schedule, and assign Service Technicians to complete services for previous Hansons customers Minimum Required Knowledge, Skills, & Abilities: Bachelor's degree in business management or a related field Minimum of five years of sales management experience Minimum of two years of general management experience Demonstrated track record of successful lead generation and sales results Experience driving customer experience improvements Excellent verbal and written communications skills Must be proactive, focused, and able to keep tasks and team members on track for productivity Strong Excel and data analysis skills; proficient in other MS Office applications such as PowerPoint and Word Organized and detail oriented Familiarity with the functionality and workflow associated with order management and customer service processes, methodologies, and tools Operates with a continuous improvement mindset Versed in problem solving Comfortable working in a highly visible role and presenting to all levels of management Thrives in a fast-paced and high-growth environment Self-starter that takes the initiative to implement necessary changes Honest, ethical, and dependable Additional Preferred Qualifications: Experience in the home improvement or similar industry Background in operations Physical Requirements: Must be able to remain sitting in a stationary position for prolonged periods Requires the ability to move about inside the office Must be able to move items weighing up to 25 pounds Must be able to communicate effectively with staff, customers, vendors, and the public Constantly operates a computer and other office equipment such as a calculator, copy machine and computer printer Hours/Schedule: Full-time, 40 hours per week/52 weeks per year. Standard office hours are Monday - Friday, 8:00am - 5:00pm and Saturday, 8:00am - 12:00pm, but due to the nature of position, evening and weekend hours will be required. Some local and statewide travel may be required.

Keywords: 1-800 Hansons, LLC, Kalamazoo , General Manager, Executive , Kalamazoo, Michigan

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