Funeral Home Location Leader

About the Role

The Location Leader is responsible for day-to-day operations, customer service standards, acting as a company ambassador to the community, the overall financial performance of the location(s), and Team Member development. This role fosters a high-performance, innovative, and family-centric culture.

Responsibilities

• Builds and maintains a strong “brand” by developing community relationships, leveraging social media (e.g., Facebook, Instagram), and aligning the location’s brand with business segments.
• Ensures every client family is presented with all service and merchandise options—Every Family, Every Option, Every Time—and communicates the value of ShareLife® for a differentiated guest experience.
• Maintains operational efficiency through open communication and accurate, timely client files.
• Upholds customer service standards as defined for the brand(s).
• Oversees facility management, including vehicle fleet maintenance, building upkeep (e.g., landscaping, painting, parking lot), and equipment repairs.
• Manages all financial components, including vendor relationships, budgeting, accounts payable/receivable, labor management, daily sales outstanding (DSO), revenue, and EBITDA for the location(s).
• Leads monthly and quarterly financial and business reviews with Team Members to drive revenue, sales, and business results.
• Coordinates disaster relief efforts (e.g., hurricanes, winter storms, tornadoes) to ensure safety for Team Members, client families, and facilities.
• Partners with home office departments (e.g., marketing, finance, HR, IT) through regular two-way communication.
• Expands market share through community engagement, including participation in at least one community organization (e.g., Rotary) and two community events.
• Identifies potential acquisitions and carries out assigned projects (e.g., pre-need arrangement planning, car washing, building repairs).
• Participates in weekly update calls with supervisors to align on goals and resource sharing.
• Oversees Team Members during services, ensuring professional representation and role clarity.
• Leads employee relations, including staffing, onboarding, training, talent reviews, succession planning, coaching, and development.
• Manages labor components, such as scheduling, labor margins, overtime, and timecards.
• Oversees pre-need production, including budget management, staffing for sales, and promoting pre-need offerings to at-need families.
• Performs decedent care tasks (e.g., initial transfers, embalming, dressing, cosmetizing, casketing) as needed and licensed.
• Completes arrangement conference tasks, including paperwork (permits, certificates) in compliance with laws and regulations.
• Supervises funeral services, post-service follow-up, and addresses family concerns or complaints using survey feedback.
• Utilizes technology (e.g., arrangement conference tools, online portals, social media) to review merchandise, enter contracts, and complete forms.
• Resolves concerns and complaints while fostering strong relationships with peers and direct reports.
• Plans events (e.g., catering, community events, graveside services, funerals, floral arrangements).
• Manages labor costs effectively, minimizing overtime and optimizing scheduling.
• Leverages communication tools (e.g., email, live webinars, text, phone) for operational efficiency.

Requirements

• High school diploma or equivalent.
• Valid state-issued funeral director license (as per state requirements).
• Experience in decedent care (e.g., embalming, per state requirements).
• Minimum of 1–3 years of combined management experience and funeral industry experience (preferred).
• Maintains all licenses and continuing education requirements in good standing.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Availability for on-call/first-call rotations (e.g., hospital, hospice, residence visits).
• Demonstrates empathy, emotional intelligence, and servant leadership.
• Strong organizational, planning, time management, and prioritization skills.
• High attention to detail, accuracy, and follow-up.
• Excellent verbal and written communication skills.
• Ability to stand for two or more hours without rest.
• Ability to safely lift up to 150 lbs.
• Valid state-issued driver’s license with a clear driving record.