The Carlisle Group (TCG)
Overview
The Carlisle Group has been retained to search for a General Manager. Our client is America’s Most Admired Home Remodeling Brand, operating in 40+ markets across 24 states. The company was founded in 2006, employs 3,000+ employees, and is generating $1B+ in sales. They are the leading experts in residential bathroom remodeling, window, and door replacement, specializing in a fast, easy, and convenient home remodeling experience. Organizational Position As a General Manager (GM), you will report to the Vice President (VP) of Division Operations that oversees all branch roles at the assigned location within a division. This position will collaborate with multiple departments across the organization. Job Summary The General Manager will be responsible for the achievement of all monthly, quarterly, and yearly targets, metrics, and financials at the assigned branch including sales, installation, and support. Essential Functions and Key Role Accountabilities Strategic Leadership
Develop and implement the branch’s strategic business plan, ensuring alignment 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 ensure the targeted headcount is achieved. Develop induction and retention plans to ensure the branch has the necessary sales and install capacity to reach targets. Monitor branch backlog to ensure necessary conversion rates are met week. Oversee the branch’s P&L, ensuring revenue and profitability targets are met or exceeded. Monitor key financial metrics, including gross margins, operating expenses, and net profitability, identifying areas for improvement. Sales and Market Growth
Drive sales performance by setting ambitious yet achievable revenue targets during the quarterly alignment process. Oversee branch-level sales systems ensuring alignment 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 Excellence
Standardize 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 Experience
Champion 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 the team is providing a 5-star experience in all customer interactions and develop necessary ACT cycles to correct identified deficiencies. Compliance and Safety
Ensure compliance with company policies, industry standards, and local, state, and federal regulations. Oversee the implementation and adherence to safety protocols. Collaboration and Communication
Serve as the primary liaison between branch operations and division leadership, ensuring effective communication and alignment. Partner with marketing, finance, and HR teams to support branch initiatives and resolve challenges. Provide regular feedback on product line performance, supply chain challenges, and improvement opportunities. Team Development and Leadership
Develop and execute a robust succession plan in alignment with company leadership principles. Embody company core values and guiding principles, fostering the same mindset within your teams. Conduct weekly Battle Rhythm Events (BREs) with accountable managers to dive deep into each area of the branch, get an update on performance, and develop the necessary ACT cycles to ensure the assigned metrics will be achieved. Conduct daily touchpoints with the Operations Administrator, Warehouse Manager, Master Plumber, and Service Tech(s). Monitor the weekly huddles and meetings led by subordinate managers to ensure the intent of the meetings are met to develop the necessary results. Special Projects
Complete special projects as assigned by the DVP or DDO, ensuring timely and high-quality execution. Metrics & KPIs
Own the metrics assigned to the branch to achieve the targeted profitability assigned; monitor and develop ACT cycles to improve the following critical metrics: Overall Profitability (Net Income). Installed Revenue. Installation First Pass Yield (FPY). Customer Goodwill. Roster Management. CS Cases Opened/Cases Closed. Backlog Conversation Rate by product line. Cost of Goods sold (materials, consumables, etc.) Other critical KPIs as assigned by your VP of Division Operations Monitor all compliance metrics and ensure they meet the assigned standards (Safety, DOT, Permitting, and Human Resources). Leadership Accountabilities
Assign tasks, projects, or special assignments clearly so employees know what is required of them, how much, by when, and what resources are available for them to use to achieve the task. Appraise how effectively subordinate employees use their judgment and discretion in carrying out tasks and solving problems; discusses appraisals with them as an ongoing working dialogue focusing on their future growth and development. Coach subordinates to increase their effectiveness in their role and to meet their expectations; mentor subordinates-once-removed in career progression. Decide subordinate pay and merit increases within established organization compensation guidelines; communicate pay revisions with them. Select new employees from a list of job candidates selected by the recruiting department based on yours and your manager’s prescribed criteria. Make de-selection decisions if employees cannot perform the work required and inform the immediate manager once the process begins. Make dismissal decisions if employees are found guilty of a serious infraction of the company’s rules and regulations, in accordance with HR guidelines. Continuously improve the systems and processes used to deliver outputs within your assigned area of operation. Interact with other company leaders to learn how to support and improve the customer journey. What Success Looks Like A successful General Manager must take ownership of every detail in the performance of the assigned branch. Every metric and employee at the branch are the responsibility of the General Manger, to include sales, installation, and support. It is critical that the General Manager act aggressively toward solving any issues within the branch as they arise. The General Manager will need to work tirelessly to achieve the necessary results expected of the assigned Division Director of Operations and VP of Division Operations. The role must also ensure they are working to continually get better as an individual and a branch within the division. The General Manager will need to be an exceptional teammate and work closely with Human Resources, Recruiting, Training, and Leadership Development teams to ensure the resources needed are provided to help the assigned branch reach its maximum potential. The General Manager must be committed to the corporate strategy given by the Division Director of Operations and VP of Division Operations and ensure everyone within the branch has the proper context needed to execute and make it happen. Bachelor’s degree strongly preferred; equivalent experience required. 10+ years of experience in a B2C, customer-facing environment. 8+ years in a supervisory role with 5+ years of experience managing other managers. 5+ years of P&L management experience. Relentless focus on customer service. Proficient in data-driven decision-making with the ability to interpret analytics to overcome obstacles. Expertise in CRM systems and customer service platforms. Ability to organize and analyze data to drive results through metrics and KPIs. Must have a valid smart phone or smart device to log in to company required systems using two-factor authentication. Work Environment and Mental or Physical Requirements
The standard workweek for this position is Monday – Friday, in the office, field, of the customer’s home. Ability to lift and carry heavy equipment and materials, up to 75 lbs. frequently, and sometimes more than 75 lbs. Must be able to wear all company required Personal Protective Equipment pursuant to company procedures. Must be able to drive personal vehicle to and from job/appointment sites. Ability to maintain driver’s license and be insured under company policy. Ability to work outside in various weather conditions, including rain, snow, and very high or low temperatures. Ability to work in customer homes at various locations in a 90-mile radius from the business address. Reasonable Accommodation for Disability
Any applicant or employee who believes that a reasonable accommodation is required for purposes of federal or state disability law is required to inform the Talent Acquisition or Human Resources Department to begin the interactive exchange process. Seniority level
Director Employment type
Full-time Job function
Management Industries Note: This refined description preserves the core content while enforcing valid HTML structure and ensuring accessibility, with all instances of
converted to
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The Carlisle Group has been retained to search for a General Manager. Our client is America’s Most Admired Home Remodeling Brand, operating in 40+ markets across 24 states. The company was founded in 2006, employs 3,000+ employees, and is generating $1B+ in sales. They are the leading experts in residential bathroom remodeling, window, and door replacement, specializing in a fast, easy, and convenient home remodeling experience. Organizational Position As a General Manager (GM), you will report to the Vice President (VP) of Division Operations that oversees all branch roles at the assigned location within a division. This position will collaborate with multiple departments across the organization. Job Summary The General Manager will be responsible for the achievement of all monthly, quarterly, and yearly targets, metrics, and financials at the assigned branch including sales, installation, and support. Essential Functions and Key Role Accountabilities Strategic Leadership
Develop and implement the branch’s strategic business plan, ensuring alignment 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 ensure the targeted headcount is achieved. Develop induction and retention plans to ensure the branch has the necessary sales and install capacity to reach targets. Monitor branch backlog to ensure necessary conversion rates are met week. Oversee the branch’s P&L, ensuring revenue and profitability targets are met or exceeded. Monitor key financial metrics, including gross margins, operating expenses, and net profitability, identifying areas for improvement. Sales and Market Growth
Drive sales performance by setting ambitious yet achievable revenue targets during the quarterly alignment process. Oversee branch-level sales systems ensuring alignment 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 Excellence
Standardize 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 Experience
Champion 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 the team is providing a 5-star experience in all customer interactions and develop necessary ACT cycles to correct identified deficiencies. Compliance and Safety
Ensure compliance with company policies, industry standards, and local, state, and federal regulations. Oversee the implementation and adherence to safety protocols. Collaboration and Communication
Serve as the primary liaison between branch operations and division leadership, ensuring effective communication and alignment. Partner with marketing, finance, and HR teams to support branch initiatives and resolve challenges. Provide regular feedback on product line performance, supply chain challenges, and improvement opportunities. Team Development and Leadership
Develop and execute a robust succession plan in alignment with company leadership principles. Embody company core values and guiding principles, fostering the same mindset within your teams. Conduct weekly Battle Rhythm Events (BREs) with accountable managers to dive deep into each area of the branch, get an update on performance, and develop the necessary ACT cycles to ensure the assigned metrics will be achieved. Conduct daily touchpoints with the Operations Administrator, Warehouse Manager, Master Plumber, and Service Tech(s). Monitor the weekly huddles and meetings led by subordinate managers to ensure the intent of the meetings are met to develop the necessary results. Special Projects
Complete special projects as assigned by the DVP or DDO, ensuring timely and high-quality execution. Metrics & KPIs
Own the metrics assigned to the branch to achieve the targeted profitability assigned; monitor and develop ACT cycles to improve the following critical metrics: Overall Profitability (Net Income). Installed Revenue. Installation First Pass Yield (FPY). Customer Goodwill. Roster Management. CS Cases Opened/Cases Closed. Backlog Conversation Rate by product line. Cost of Goods sold (materials, consumables, etc.) Other critical KPIs as assigned by your VP of Division Operations Monitor all compliance metrics and ensure they meet the assigned standards (Safety, DOT, Permitting, and Human Resources). Leadership Accountabilities
Assign tasks, projects, or special assignments clearly so employees know what is required of them, how much, by when, and what resources are available for them to use to achieve the task. Appraise how effectively subordinate employees use their judgment and discretion in carrying out tasks and solving problems; discusses appraisals with them as an ongoing working dialogue focusing on their future growth and development. Coach subordinates to increase their effectiveness in their role and to meet their expectations; mentor subordinates-once-removed in career progression. Decide subordinate pay and merit increases within established organization compensation guidelines; communicate pay revisions with them. Select new employees from a list of job candidates selected by the recruiting department based on yours and your manager’s prescribed criteria. Make de-selection decisions if employees cannot perform the work required and inform the immediate manager once the process begins. Make dismissal decisions if employees are found guilty of a serious infraction of the company’s rules and regulations, in accordance with HR guidelines. Continuously improve the systems and processes used to deliver outputs within your assigned area of operation. Interact with other company leaders to learn how to support and improve the customer journey. What Success Looks Like A successful General Manager must take ownership of every detail in the performance of the assigned branch. Every metric and employee at the branch are the responsibility of the General Manger, to include sales, installation, and support. It is critical that the General Manager act aggressively toward solving any issues within the branch as they arise. The General Manager will need to work tirelessly to achieve the necessary results expected of the assigned Division Director of Operations and VP of Division Operations. The role must also ensure they are working to continually get better as an individual and a branch within the division. The General Manager will need to be an exceptional teammate and work closely with Human Resources, Recruiting, Training, and Leadership Development teams to ensure the resources needed are provided to help the assigned branch reach its maximum potential. The General Manager must be committed to the corporate strategy given by the Division Director of Operations and VP of Division Operations and ensure everyone within the branch has the proper context needed to execute and make it happen. Bachelor’s degree strongly preferred; equivalent experience required. 10+ years of experience in a B2C, customer-facing environment. 8+ years in a supervisory role with 5+ years of experience managing other managers. 5+ years of P&L management experience. Relentless focus on customer service. Proficient in data-driven decision-making with the ability to interpret analytics to overcome obstacles. Expertise in CRM systems and customer service platforms. Ability to organize and analyze data to drive results through metrics and KPIs. Must have a valid smart phone or smart device to log in to company required systems using two-factor authentication. Work Environment and Mental or Physical Requirements
The standard workweek for this position is Monday – Friday, in the office, field, of the customer’s home. Ability to lift and carry heavy equipment and materials, up to 75 lbs. frequently, and sometimes more than 75 lbs. Must be able to wear all company required Personal Protective Equipment pursuant to company procedures. Must be able to drive personal vehicle to and from job/appointment sites. Ability to maintain driver’s license and be insured under company policy. Ability to work outside in various weather conditions, including rain, snow, and very high or low temperatures. Ability to work in customer homes at various locations in a 90-mile radius from the business address. Reasonable Accommodation for Disability
Any applicant or employee who believes that a reasonable accommodation is required for purposes of federal or state disability law is required to inform the Talent Acquisition or Human Resources Department to begin the interactive exchange process. Seniority level
Director Employment type
Full-time Job function
Management Industries Note: This refined description preserves the core content while enforcing valid HTML structure and ensuring accessibility, with all instances of
converted to
where present.
#J-18808-Ljbffr