General Manager

The General Manager is the business leader responsible for the overall success of a Flex Moving & Storage market.

The GM operates as the owner of their local market, accountable for bringing together demand, conversion, capacity, customer experience, flexer experience and economics to create sustainable and profitable growth.

Rather than owning only one function, the GM takes an end-to-end view of the business and works across Sales, Operations, Recruiting, Marketing, Partnerships, and Customer Experience to ensure their market performs as a complete system.

Build Flex’s presence and demand within the local market.

• Develop local partnerships that generate moving and delivery opportunities.
• Build relationships with apartment communities, real estate professionals, storage operators, property managers, home-service companies, employers, and other relevant organizations.
• Establish Flex as an active member of the local business community through organizations such as the Chamber of Commerce and other market-specific groups.
• Identify local events, organizations, referral sources, and community opportunities that can generate awareness and demand.
• Develop and manage a local partnership pipeline.
• Provide Marketing with local competitive intelligence, opportunities, and market insights.
• Understand where Flex customers are geographically concentrated and identify opportunities to increase density.

Understand the local customer and competitive environment and help Flex win more of the opportunities it generates.

• Monitor market-level conversion and identify meaningful changes or trends.
• Understand local competitors, pricing, promotions, service offerings, reviews, and positioning.
• Conduct and maintain competitor price shopping and market intelligence.
• Provide Sales and Marketing with insight into what resonates with customers in the market.
• Identify local opportunities to improve offers, messaging, pricing, promotions, and customer experience.
• Understand cancellation drivers and partner with Sales and Operations to improve retained bookings.
• Surface customer feedback and competitive intelligence to company leadership.

The GM does not replace centralized Sales; the GM provides the local intelligence and leadership necessary to help centralized Sales win within the market.

Ensure the market has sufficient supply to fulfill the demand Flex creates.

• Maintain adequate mover and driver supply based on forecasted demand.
• Create the feedback loop between Flexers in your market and the company, advocating for Flexers in company decision-making.
• Partner with Recruiting to identify upcoming labor needs and proactively build capacity.
• Ensure appropriate vehicle availability.
• Monitor fulfillment rates, crew availability, scheduling constraints, and peak-period capacity.
• Improve on-time performance and operational reliability.
• Develop contingency plans for call-outs, vehicle shortages, demand spikes, and other capacity disruptions.
• Ensure growth does not exceed the market's ability to deliver a consistently strong customer experience.

Ensure customers receive an experience that creates trust, positive reviews, referrals, and repeat demand.

• Own the market's customer experience outcomes.
• Drive review volume, review rate, review velocity, and overall rating.
• Monitor complaints, claims, service failures, refunds, and other indicators of customer dissatisfaction.
• Identify recurring service issues and drive corrective action.
• Ensure effective service recovery when problems occur.
• Build a local culture where crews understand that every move affects…