General Manager

About the role

The General Manager leads store strategy, execution, and culture to deliver outstanding financial results and best-in-class Coach Service. This role partners with the Store Manager/Management Team to drive sales, clienteling, operations, and visual presentation. The GM builds and mentors high-performing teams, leverages market insights and forecasts to set goals, and executes initiatives that elevate customer experience and profitability. The GM also serves as a leader within the district/region, providing strategic and HR support as needed.

Key Responsibilities

• Set and track sales/productivity goals; adjust strategies based on trends and market shifts.
• Forecast sales, plan payroll, and align hiring plans with business needs.
• Partner with leadership and corporate teams to implement operational processes and ensure product flow.
• Model and coach selling/service standards; lead team selling and floor leadership.
• Develop clienteling strategies to build long-term customer relationships and brand loyalty.
• Act as a trusted fashion advisor; share trends and styling insights.
• Resolve customer issues promptly with a solution-oriented approach.
• Recruit, onboard, and retain top talent; maintain strong bench strength.
• Evaluate performance, provide feedback, and create development action plans.
• Foster an inclusive, collaborative, high-energy culture; recognize and reward performance.
• Own daily operations: scheduling, payroll, inventory, HR, and loss prevention.
• Maintain store presentation standards and ensure adherence to POS and operational policies.
• Utilize retail systems and reporting tools effectively.
• Communicate clearly and professionally; model active listening.
• Build trusting relationships with peers and corporate partners; keep leadership informed.
• Uphold ethics, compliance, and alignment with company goals.

Requirements

• 3+ years as a Store Manager (luxury retail preferred); proven ability in sales strategies, clienteling, and team development.
• A combination of education and experience will be considered.
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook; experience with retail systems.
• Ability to work in a fast-paced environment.
• Strong English language proficiency. (for EU)

Schedule

Ability to work a flexible schedule to meet business needs—including nights, weekends, peak busy season, and high-traffic retail days (including, but not limited to, public holidays).

Our Competencies for All Employees

• Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers

• Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulate credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
• Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401 (K)
• Paid Paternity and Maternity leave
• Commuter Benefits
• Disability insurance
• Tuition assistance