General Manager

General Manager Summary

The General Manager is the primary leader of the store, accountable for overall business performance, team effectiveness, and delivering a best-in-class luxury client experience. This role owns revenue, profitability, KPI achievement, and the alignment of sales, operations, and client engagement to drive sustained market growth. The General Manager translates company strategy into consistent daily execution by leading with presence, coaching with intent, and holding the team accountable to clear performance standards across all aspects of the business.

In partnership with the Store Manager and Operations Manager, this role ensures seamless alignment between front-of-house execution and operational excellence, while maintaining full ownership of store performance, leadership development, client experience, and community presence. At Diamonds Direct, success is built on meaningful relationships—not transactions. The General Manager fosters a high-performing, team-oriented environment where individuals are empowered to bring their authentic selves to work, continuously grow their capabilities, and deliver elevated, story-driven client experiences that build long-term loyalty and brand differentiation.

• Own full-store financial performance, including revenue, Gross Profit (GP$), and KPI achievement
• Drive execution of sales strategies that support both immediate results and long-term market growth
• Translate company and district priorities into clear expectations, daily behaviors, and accountability routines
• Maintain a strong, visible presence on the sales floor to drive engagement, productivity, and conversion
• Monitor business trends, performance gaps, and operational indicators; take timely action through coaching, staffing, and prioritization
• Reinforce a relationship-driven selling approach that prioritizes trust, client loyalty, and lifetime value over transactional outcomes
• Ensure disciplined execution across key drivers of profitability, including pricing integrity, CRM utilization, client follow-up, and order management

• Recruit, develop, and retain high-performing leaders, sales professionals, and support team members
• Coach the Store Manager and Operations Manager to lead effectively within their respective areas of ownership
• Develop the sales team to deliver a consultative, story-driven client experience, including:
  • Discovery rooted in understanding the client’s story and intent
  • Product storytelling that connects craftsmanship, design, and emotional significance
  • Value presentation that elevates meaning beyond product features
  • Provide real-time coaching, roleplay, and feedback to reinforce behaviors that build trust and drive results
• Partner with leadership to create and execute individualized development plans that support performance and career growth
• Build and sustain a strong internal bench by identifying and developing future leaders

• Own the end-to-end client experience across all touchpoints, ensuring a consistent luxury standard
• Ensure every client interaction is personalized, intentional, and emotionally engaging
• Support the team in creating memorable experiences through storytelling, presentation, and thoughtful follow-up
• Build and maintain relationships with key clients, community partners, and local market contacts
• Drive client loyalty through repeat business, referrals, and community engagement
• Ensure visual presentation and merchandising align with brand standards and local market expectations

• Drive consistent and effective use of CRM tools to support client retention, engagement, and sales conversion
• Ensure execution of:
  Personalized follow-up based on prior interactions
• Proactive outreach and appointment setting
• Milestone-based engagement (events, anniversaries, life moments)
• Accurate and complete client data capture
• Monitor CRM activity and quality of engagement to ensure consistency, accountability, and results
• Leverage reporting tools and performance insights to identify opportunities and guide action plans

• P…