Multi-Unit General Manager

Are you looking for a career with a company that has one of the absolute best store leadership teams? One of the nation’s top optical companies is seeking a strong optical leader with at least 5 years of retail optical management experience to drive growth and deliver exceptional customer service. For nearly 30 years, Eyemart Express has set the standard for awesome customer experiences, great prices, and the fastest service—with full-service labs in every store. We’re rapidly expanding, opening new stores nationwide, and your career growth potential is endless.

About the Role

Under the direction of their District Manager and/or Regional Vice President, the Multi-Store General Manager will ensure all customers receive professional assistance with eyewear purchases. This leadership role involves enforcing Eyemart policies and procedures, performing sales, customer service, lab, and administrative work, ordering supplies, managing inventory, and establishing lab production, sales, and quality goals. The role also includes budgeting, cost control, human resource functions (recruiting, training, coaching, counseling, and termination), P&L control, A/R management, store maintenance, and maintaining positive doctor relationships.

Responsibilities

• Ensure a manager or designated lead associate is on duty at all times; adjust schedules to manage competing priorities and maintain a visible presence in each location weekly.
• Arrive at least 30 minutes before store opening to complete daily processes, including bank deposits. Saturdays are a mandatory workday unless approved by the Regional Vice President.
• Manage daily operations of multiple stores, staying in constant contact with management and lead teams.
• Meet all Eyemart standards for sales production, pricing, inventory control, doctor’s office production, lab production, and A/R collections.
• Assign duties, establish performance standards, hire, train, motivate, mentor, counsel, measure performance, and terminate employees with HR approval.
• Ensure employees use the “lifestyle” selling approach, explaining product features and benefits, and using a summary-style close to build value in sales.
• Train staff to greet customers within 2 minutes of entering the store.
• Develop leadership talent and execute associate training programs, including optical training, apprenticeships, sales training, and lab certification.
• Maintain store sales goals at or above company standards.
• Develop and maintain professional relationships with doctors to foster exemplary patient care while preserving independence between the office and optical.
• Ensure proper lab workflow, partnering with the Lab Manager to monitor eyeglass jobs and meet Eyemart and ANSI standards.
• Resolve patient complaints and sales discrepancies; process refunds and approve in-store credits with home office management.
• Establish and monitor store budgets, managing staff pay rates, supply purchases, equipment repairs, and other expenses.
• Maintain accurate corporate reporting, including payroll, sales data, daily closing reports, bank deposits, and daily reconciliation.
• Enforce all Eyemart and local policies and procedures as the company’s ambassador.
• Train employees on OSHA and safety requirements to maintain a safe retail and lab environment.
• Ensure effective collection policies, aiming for a 60-day turnaround for allowed payments.
• Maintain store cleanliness through daily housekeeping (vacuuming, dusting, sweeping, mopping, cleaning bathrooms, etc.) and schedule periodic deep-cleaning and maintenance with district approval.
• Manage inventory, including receiving stock, merchandising, monthly inventory, remake procedures, and edit audit logs to prevent loss.

Requirements

• Experience working in the optical industry is required.
• Experience in retail, customer service, or sales.
• Experience managing people is preferred.
• High School Diploma or GED.

Skills

• Ability to stand for prolonged periods (up to 8 hours per shift).
• Ability to occasionally stoop, bend, kneel, crouch, reach, and twist.
• Ability to lift, carry, push, or pull up to 45 lbs; occasionally aid in moving heavy lab equipment.
• Excellent hand-eye coordination, fine motor skills, finger dexterity, and steady hands/arms.
• Ability to operate basic office equipment.
• Clear and concise oral and written communication skills.
• Ability to work effectively with direct reports and adhere to job flow schedules.
• Ability to read and interpret prescription specifications and input them into the computer accurately.
• Strong multitasking skills to maintain acceptable job and customer flow.
• Ability to maintain production levels and a safe, organized store environment.
• Problem-solving skills and the ability to facilitate problem-solving.
• Understanding of basic arithmetic (adding/subtracting positive and negative integers).
• Strong time management skills.
• Ability to handle stressful situations, such as deadlines, rejected work, customer complaints, and employee concerns.
• Ability to work independently or collaboratively.
• Ability to read, comprehend, and follow procedures, protocols, and technical manuals.
• Ability to complete assigned reporting forms accurately and on time.
• Ability to prioritize and delegate workloads to meet changing priorities and deadlines.
• Ability to establish and maintain effective working relationships with direct reports.
• Ability to manage constant interruptions, workflow changes, and staffing fluctuations while making sound managerial decisions.

Working Environment

• Work is performed primarily in a retail store environment, often fast-paced and deadline-oriented.
• Confined space with one or more employees at any given time.
• Exposure to dust, fumes, glass/plastic lens particulates, optical lab chemicals (some caustic), metal alloy (solid and melted), moderate noise levels, fluorescent lighting, cleaning agents, and electrical energy.