Store General Manager, Optical

West Point Optical Group-Pearle Vision•Kentwood, MI

About The Position

The Store General Manager drives profitable store sales through exam growth and an outstanding patient experience. The role is responsible for revenue, productivity, and operational processes in a positive, multitasking environment, while modeling exemplary patient care. The manager develops and maintains patient, associate, and doctor satisfaction through consistent retention. The position leads store sales and business performance, develops associates, maintains professional relationships with doctors, and ensures appropriate doctor coverage and quality of doctor hours. It also oversees merchandising, store presentation, patient follow-up, service quality, managed vision care opportunities, marketing execution, and operational procedures. The manager is accountable for recruiting, training, developing, and retaining high-performing associates, and for maintaining standards related to safety, cleanliness, attendance, and customer service.

Requirements

Optical knowledge or licensure, with at least 3 years of optical experience.
At least 3 years of sales experience, with a proven record of sales growth, sales skills, and accountability for sales results.
Demonstrated ability to provide an outstanding patient experience, with a proven conversion rate of at least 80%.
Proven experience and results in a retail or customer service establishment.
At least 3 years of management experience.
Bachelor's degree or comparable experience in retail operations.
Ability to present and implement decisive, creative solutions to grow the business.
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 through adaptability and flexibility.
Willingness to take calculated risks.
Strong attention to detail and follow-up.
Ability to multitask and delegate to maximize patient interaction.
Computer experience.
Reliable transportation and a valid driver's license.
Ability to travel up to 30 miles from the primary store.
Open availability on Saturdays and during peak season.

Responsibilities

Drive profitable store sales by fostering a patient-focused retail culture and prioritizing exam growth daily, weekly, and monthly.
Conduct community outreach, maintain communication with existing patients, and use creative social media marketing.
Meet sales plans and comparable-store sales growth goals, improve key performance indicators, and contribute to positive year-on-year comparable-store results.
Manage gross margin in accordance with company standards and participate in business planning and updates.
Train and develop associates to provide patient-focused care and support daily administrative and operational tasks.
Develop strong professional relationships with doctors and ensure appropriate coverage and quality of doctor hours.
Implement initiatives to increase exams and convert exams to sales.
Recruit, train, develop, and retain high-performing associates through daily practice, role-playing, two-way coaching, and proactive manpower planning.
Promote positive patient satisfaction, retention, and survey responses.
Ensure merchandising and store presentation meet standards, including planograms, signage, cleanliness, housekeeping, and associate attire.
Ensure service quality through customer follow-up, accurate measurements, correct pricing and point-of-sale entry, and realistic service delivery estimates.
Monitor whether orders are ready when promised, remake and return rates compared with company averages, and follow-up calls to customers after purchases.
Maximize managed vision care relationships and sales opportunities.
Implement approved marketing programs on time and execute signage and promotions according to company standards.
Execute operational and safety procedures, including security systems, posted safety information, fire extinguishers, door locks, maintenance, lighting, and store safety.
Maintain reliable attendance and punctuality.