Store General Manager

West Point Optical Group-Pearle Vision•Kentwood, MI

About The Position

The Store General Manager drives profitable sales growth by delivering an outstanding patient experience and leading the team in a positive, productive environment. The role models exemplary patient care and develops and maintains associate and doctor satisfaction and retention. The manager is accountable for store sales and operational performance, associate recruitment and development, patient satisfaction, merchandising, service quality, managed vision care opportunities, marketing execution, and store safety and maintenance.

Requirements

Optical knowledge or licensure.
Proven track record of sales growth through sales skills and accountability for sales results.
Ability to train through practice and role-play, coach, and develop patient-focused, sales-oriented, results-oriented associates.
Demonstrated ability to provide an outstanding experience through direct interaction with patients.
Ability to recruit and select associates and doctors.
Proven experience and results with a retail or customer service establishment.
Ability to present and implement decisive, creative solutions to business-growth opportunities.
Ability to communicate enthusiastically and concisely to meet or exceed patient expectations.
Ability to foster positive, results-oriented relationships with associates and doctors.
Success in store merchandising and attention to detail.
Ability to manage priorities with adaptability and flexibility.
Willingness to take calculated risks.
Strong attention to detail and follow-up.
Ability to multitask and delegate to maximize patient interaction.
Bachelor’s degree or comparable experience in retail operations.

Nice To Haves

Computer experience preferred.

Responsibilities

Drive profitable store sales through a patient-focused retail culture, attain sales plans and comparable-store growth, and improve year-over-year comparable-store contribution.
Manage payroll costs and gross margin in accordance with company standards.
Train and develop associates to provide a consistent, patient-care-focused experience and support daily operational tasks.
Build strong professional relationships with doctors and ensure appropriate coverage and quality of doctor hours.
Implement initiatives to increase eye exams and convert exams to sales; participate in business planning and updates.
Recruit, select, onboard, train, develop, and retain high-performing associates; conduct daily practice and role-playing, communicate with employees, and plan staffing needs.
Ensure positive patient satisfaction, including patient retention and survey results.
Ensure effective merchandising and store presentation, including planograms, signage, cleanliness, housekeeping, and associates’ professional attire.
Maintain service quality through customer follow-up, accurate measurements, correct pricing and point-of-sale entry, and realistic service-time estimates; monitor promised-ready times, remakes and returns, and customer follow-up calls.
Maximize managed vision care relationships and sales opportunities.
Implement approved marketing programs and execute signage and promotions to company standards.
Execute operational and safety procedures, including security-system practices, posted safety information, fire extinguishers, door locks, housekeeping, carpet and storefront-window upkeep, and proper lighting.