Store General Manager, Optical

GENERAL FUNCTION:

The major responsibility of the Store General Manager is to drive profitable sales through exam growth and outstanding patient experience.  Drive revenue, productivity, operational processes in a positive and multi-tasking environment. Modeling exemplary patient care. Develop and maintain outstanding patient, associate and doctor satisfaction through consistent retention.

MAJOR DUTIES & RESPONSIBILITIES:

• Drive profitable store sales by fostering a patient focused retail culture.
• Prioritize exam growth on a daily, weekly, and monthly basis.
  • Community outreach, ie. cornea events and blitzing
  • Consistent communication with existing patients
  • Creative social media marketing  
• Attainment of plan sales goal and comp store sales growth.
  • Proven track record of increased KPI results
  • Ability to analyze the business through strong business acumen
• Positive comp store contribution (year-on-year improvement).
• Manage gross margin, in accordance with Company standards
• Effectively train and develop associates to consistently provide a patient care focused experience.
• Develop team of administratively skilled associates that provide support on daily operational tasks.
• Develop strong professional relationships with Doctors.
• Ensure appropriate coverage and quality of Doctor hours.
• Implementation of initiatives to increase number or exams and conversion of exams to sales.
• Participate in business planning and business updates.
• Accountable for the recruitment, training, development, and retention of high performing associates, as measured by:
  • Utilization of effective daily practice and role-playing
  • Employee coaching through two-way communication
  • Proactive manpower planning for adequate bench strength
• Ensuring positive patient satisfaction, as measured by patient retention and survey responses.
• Ensure each store is effectively merchandised and presented according to standards as measured by:
  • Execution of planogram
  • Execution of visual appearance inside and outside of store (i.e., signage)
  • Maintenance of overall standards (i.e. cleanliness, housekeeping)
  • Associates exhibit professional presentation (i.e., attire) in accordance with Company standards
• Ensure high quality through customer follow-up, accurate measurements, correct pricing, POS entry, and realistic service delivery time quote as measured by:
  • Ready when promised
  • Remake and return percent as compared to Company average
  • Calls to customers to follow-up on purchases
• Maximize Managed Vision Care relationships and sales opportunities.
• Timely implementation of approved Marketing programs
• Execution of signage and promotions according to Company standards.
• Execution of operational procedures:
  • Safety (security system, safety information posted, fire extinguishers, door locks)
  • Maintenance as measured by proper housekeeping, carpet, store front windows, proper lighting, and store safety (safety information posted, fire extinguishers and door locks)
• Excellent reliability as it relates to times and attendance
  • Reliable means of transportation and valid drivers license
  • Ability to travel up to 30 miles from primary store
  • Open availability on Saturdays and peak season

KNOWLEDGE & SKILLS:

• Optical knowledge or Licensed (minimum 3 years optical experience)
• Proven track record of sales growth through sales skills and accountability for sales results. (minimum 3 years sales experience)
• Demonstrated ability to deliver an outstanding experience during direct interaction with patients at a proven conversion of at least 80%.
• Proven experience and results with a retail or customer service establishment.
• Ability to present and implement decisive and creative solutions to opportunities to grow the business.
• Ability to provide enthusiastic and concise communication to meet/exceed patient expectations.
• Foster positive and results-oriented associate and doctor relationships.
• 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.
• Abilities to multi-task and delegate to maximize patient interaction.
• Computer experience is needed.

EDUCATION:

Bachelor's degree or comparable experience in optical retail operations (Minimum 3 years optica