General Manager

Job Description:

At Diamonds Direct, we pride ourselves on finding talent with a certain set of characteristics, or what we call, RHINO s. These are individuals with an unmatched work ethic, and are determined to do whatever it takes plus some. They are passionate about what they do and who they do it for, and always take ownership of their work by consistently charging forward.

Most importantly, RHINO s exhibit humility, as in order for the business to succeed here, it takes EVERYONE!

Do YOU have what it takes to be a Diamonds Direct RHINO??

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.

Essential Responsibilities

Sales Leadership & Performance Ownership

• 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

Sales Coaching & Team Development

• 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

Client Experience & Relationship Building

• 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
• Su…