Oversee sales including all KPI's, training, and team performance
Ensure customer satisfaction metrics are met
Conduct operations & P&L meetings with key managers to increase productivity
Oversee Revenue & Gross Profit
Formalize a coaching & training program that's consistent, effective, & measurable
Set individual goals & KPI's for all staff positions with financial responsibilities
Build rapport & career opportunities with the team
Train & advise the team on how to win new referrals and gain repeat business
Create an annual budget, control expenses, and meet or exceed plans
Shape company culture by living out core values & mission
For the last twelve months, we have been 100% focused on Water Heater Service only, but are preparing to relaunch our plumbing division, and that is where you as General Manager come in. We need someone with a proven track record and experience to oversee sales and operations, including the redesign and launch of our plumbing initiative.
Initial Projects & Success will look like:
All processes are in place and being followed
Sales process is implemented and reinforced
Max Capacity Dispatching Process is implemented and reinforced
Targets are communicated and executed on
Employee engagement and positive company culture is maintained
Full plumbing service relaunched
What you'll do every day (and how quickly you need to be good at it):
In the first 30-60 days and ongoing:
Meet and begin building relationships with the entire Barnett Plumbing & Water Heaters Team
Begin learning Service Titan software to measure key metrics, including revenue and conversion rates
Begin meeting with the leadership team to gain an understanding of goals and strategy
Draft and propose Plumbing Initiative launch plan
Draft and propose Sales Strategy
By 60 days, show a thorough understanding of Sales & Operations and launch Plumbing Initiative
Within the 3rd month and ongoing:
Is overseeing the entire team's sales & operations performance
Is responsible for driving key behaviors & numbers
Has a plan in place to increase closure rate by 20%
The people who love this job and do well in this position are:
Servant leaders. Leaders who prioritize the needs and growth of others before their own ambitions or goals are the type of leaders people follow. We aim to always pursue this type of leadership and believe it is one of the most valuable things we offer our team, our customers, or our company. To put it bluntly, if you have an ego, a chip on your shoulder, something to prove, or just can't take feedback...you're not going to like it here.
Positive, team players with excellent communication skills. You need to have strong interpersonal skills and care about our team and customers. We're going to spend all day together, so we're looking for professional, friendly human beings who help each other win. We're a healthy, high-performing team. (Have you ever worked on one of those? It's a lot of fun!) If you bring drama to work every day, talk more than you listen, like problems more than solutions, or are generally self-focused, then we'd be happy to recommend you to our competition. We are committed to excellence including how we interact with our team and customers.
Proactive problem solvers. Our General Manager needs to not only enjoy coming up with solutions on the fly but looking ahead and planning to ensure we win day, week, quarter, and year. To do this you will need to not only plan for today but ensure the entire team has a sales and operations plan that is going to carry them through the year.
Highly organized individuals with exceptional execution. Every initiative is filled with details. There is planning, preparation, training, expectations, accountability, follow-up, and everything in between. You will need to be able to prioritize, multi-task, and adapt to the needs of the team and the support required to deliver on time and within budget.
Education, Skills & Experience:
Bachelor's degree in business or related field OR 2+ years similar experience required
2+ years' experience in General Management in plumbing home services required
Demonstrated experience with Service Titan software or similar project management software a plus
Intermediate proficiency is Microsoft Word, Excel and Google suite a plus
High school diploma or GED required
Experience working in a fast-paced environment and being able to adapt quickly to changes on a daily basis a plus