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 manager models exemplary patient care and develops and maintains associate and doctor satisfaction and retention. The role is accountable for sales and store performance, including achieving sales plans and comparable-store growth, managing payroll costs and gross margins, and increasing exams and conversion of exams to sales. The manager recruits, trains, develops, and retains high-performing associates; builds professional relationships with doctors; and ensures appropriate doctor coverage and quality hours. The position also oversees patient satisfaction, merchandising, store presentation, customer follow-up, pricing and point-of-sale accuracy, marketing execution, and operational procedures.

Requirements

Optical knowledge or licensure.
Proven track record of sales growth through sales skills and accountability for sales results.
Ability to train, coach, and develop patient-focused, sales-oriented, results-oriented associates using practice and role-playing.
Demonstrated ability to deliver an outstanding experience in direct interactions with patients.
Ability to recruit and select associates and doctors.
Proven experience and results in 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 through adaptability and flexibility.
Willingness to take calculated risks.
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 by fostering a patient-focused retail culture.
Attain planned sales goals and comparable-store sales growth, and deliver positive year-on-year comparable-store contribution.
Manage payroll costs and gross margin in accordance with company standards.
Train and develop associates to consistently provide a patient-care-focused experience and perform daily operational tasks.
Develop strong professional relationships with doctors and ensure appropriate coverage and quality of doctor hours.
Implement initiatives to increase the number of exams and conversion of exams to sales.
Participate in business planning and business updates.
Recruit, train, develop, and retain high-performing associates through appropriate selection, onboarding, daily practice and role-playing, two-way communication, and proactive workforce planning.
Promote positive patient satisfaction, as measured by patient retention and survey responses.
Ensure the store is effectively merchandised and presented, including planogram execution, visual appearance and signage, cleanliness, housekeeping, and associate presentation in accordance with company standards.
Ensure high-quality service through customer follow-up, accurate measurements, correct pricing and POS entry, and realistic service-delivery-time quotes.
Monitor service quality measures, including orders ready when promised, remake and return rates compared with the company average, and follow-up calls to customers.
Maximize Managed Vision Care relationships and sales opportunities.
Implement approved marketing programs in a timely manner and execute signage and promotions according to company standards.
Execute operational procedures for safety and maintenance, including security systems, posted safety information, fire extinguishers, door locks, housekeeping, carpet, storefront windows, and lighting.