Position SummaryThe General Manager is responsible for driving operational excellence, sales growth, and leadership development across multiple store locations. This role ensures consistent execution of company standards while building a high-performance, customer-focused culture.
A core component of this role is leading and scaling the Business-to-Business (B2B) program by developing store teams, driving accountability for commercial growth, and ensuring alignment between retail operations and contractor-focused sales execution.
Key ResponsibilitiesLeadership & Organizational Development- Lead, coach, and develop Store Managers and leadership teams to build a high-performance, accountability-driven culture
- Ensure Store Managers effectively lead and develop B2B Sales Representatives (direct reports at store level)
- Establish clear performance expectations and coaching cadence across all leadership roles
- Conduct performance reviews, talent development planning, and corrective action management
- Drive alignment between retail operations and B2B execution to ensure total business success
Retail Operations & Execution- Oversee all store operations ensuring adherence to Ace Hardware standards and procedures
- Ensure execution of:
- Planograms (POG compliance)
- Promotional and seasonal merchandising
- In-stock and inventory accuracy standards
- Maintain organization, cleanliness, and operational efficiency across stores
- Enforce inventory best practices including receiving disciplines (LFO/FIFO)
- Ensure compliance with all safety procedures and incident management protocols
Customer Service & Culture- Champion the Ace Hardware "helpful" service culture across all locations
- Set and enforce clear customer service expectations and accountability standards
- Ensure teams are trained, engaged, and consistently delivering exceptional customer experiences
- Promote a culture of urgency, ownership, and continuous improvement
Sales & Financial Performance- Drive results across:
- Retail sales
- B2B sales
- Gross margin
- Payroll management
- Inventory control and shrink
- Partner with Store Managers to review budgets, performance, and corrective strategies
- Use financial and operational data to guide decision-making
- Balance performance across retail and B2B channels for total business optimization
Strategic Growth & Market Leadership- Execute company initiatives and continuous improvement efforts
- Identify opportunities to grow both retail and B2B segments
- Support expansion initiatives, including new stores or acquisitions
- Align execution with long-term company growth strategy
Business-to-Business (B2B) Program OwnershipStructure & Accountability- Provide leadership and accountability for B2B Sales Representatives across all locations
- Hold Store Managers accountable for the performance, execution, and development of their B2B reps
- Establish consistent B2B standards, expectations, and reporting processes across all stores
Customer & Market Development- Strengthen relationships with contractors, property managers, and commercial accounts
- Ensure B2B reps actively engage in:
- Job site visits
- Relationship building
- Local business networking
- Drive local market penetration through targeted outreach and partnerships
- Monitor competition and position stores to win commercial business
Weekly Executive Recap & Communication- Provide a structured end-of-week recap to ownership and leadership team including:
- Sales performance (retail + B2B) vs targets
- Key wins and challenges by store
- B2B pipeline status and account development updates
- Staffing and leadership updates (hiring, performance, risks)
- Operational issues, risks, or execution gaps
- Highlight action plans for the upcoming week with clear priorities
- Maintain consistent, transparent communication to ensure alignment across leadership team
QualificationsRequired- High school diploma or equivalent required; Bachelor's degree preferred
- 3-5+ years of retail management experience (multi-store leadership preferred)
- Experience leading teams in retail, service, or sales environments
- Strong understanding of retail operations and customer service
Preferred- Retail experience and multi-store management
- Experience with B2B or commercial sales programs
- Financial management experience (budgets, payroll, margin control)
- Experience with retail systems and inventory tools
Skills & Competencies- Strong leadership and coaching ability across multiple layers
- Ability to manage both operations and sales performance simultaneously
- Data-driven decision-making and accountability mindset
- Excellent communication and relationship-building skills
- Strong organizational and execution discipline
- Results-oriented leadership style
Working Conditions- Flexible schedule including nights, weekends, and holidays
- Regular travel between store locations
- Ability to stand and walk for extended periods
Salary- $85k-$100k depending on experience
- Bonus of 20-40% based on corporate performance for profit share
Work schedule- 8 hour shift
- Weekend availability
- Monday to Friday
- Day shift
- Overtime
Benefits- Paid time off
- Health insurance
- Dental insurance
- Vision insurance
- 401(k)
- 401(k) matching
- Employee discount
