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Market Manager

Dallas, TX

About the role

The Market Manager is responsible for delivering outstanding customer experiences, making their market a place people want to work, and growing the P&L for their business.

The Market Manager owns all aspects of the company’s performance in their market, and is responsible for all activities related to the sales, service and installation of Empire's product lines. As a service business, it is critical that the Market Manager is able to recruit, coach, develop, support, and lead a team to reach the location's goals and objectives, both short- and long-term.

What You'll Do

Deliver the business

  • Deliver the business
  • Deliver or surpass Empire's standards for market and departmental performance: Sales, Installation, Customer Service, Admin, and Warehouse.
  • Manage all customer-facing aspects of the market’s operation in order to deliver outstanding customer experiences 100% of the time
  • Provide daily leadership and management of all associates and contractors within the market
  • Maintain a daily cadence and rhythm that improves performance and consistency for our team and our customers
  • Support daily Sales and Installation activities as needed to strengthen relationships with contractors and drive business results
  • Anticipate future needs – resource, product, tools, supplies, office and warehouse equipment – and pre-empt shortages and outages
  • Appropriately balance the needs of, and conflicts among, customers, team, financials, and any other objectives

    Develop the business
  • Consistently use customer and non-customer feedback to identify and address issues and process gaps
  • Improve service levels, team engagement, and process effectiveness and efficiency through full use of all tools, management and maintenance of rosters and system parameters, and training around and adherence to Empire’s processes and best practices
  • Develop, model, and advance a culture that prioritizes The Empire Way (our Mission, Customer Promise, Values, and Goals. Demonstrate and demand highest levels of integrity and ethics
  • Recruit, onboard, train, performance manage, and lead their team to accomplish Empire’s Goals
  • Embrace and drive full use of all resources, company initiatives, and departments across Empire Today and Market Support

    Operate the business
  • Consistently grow revenue. Grow profit at a rate greater than revenue growth.
  • Establish and deliver performance to the market’s annual Plan.
  • Provide regular forecasts and updates of actual vs plan
  • Forecast staffing needs for seasonal business changes and increased volume; retain, recruit and engage, and train or educate in anticipation of need
  • Performs other functions as necessary or as assigned

What You'll Need

  • 7+ years experience with a customer-facing business in a Home Improvement industry setting, with specific experience in Operations & Sales:,
    o At least 3 years of which were as the most senior manager in a branch or market location
    o At least 3 years of full P&L and hire-fire responsibility.
    o At least 3 years managing multiple different functions and managing managers of others
  • Demonstrated ability to:
    o Achieve both revenue and profit budgets, including at least 2 consecutive years.
    o Deliver strong-and-improving customer service levels, with at least 2 successive years of improvements
    o Hire, train, and retain a team, including both front-line associates and lower-level supervision / management
  • Use detailed operating reports and metrics to assess performance, identify course corrections, and achieve business results
  • In-home/’last mile’ execution experience is strongly preferred
  • Strong business-to-consumer service orientation & experience
  • Proven track record in leadership and people management, with impeccable ethics
  • Consistent career progression and demonstrated resilience in the face of adversity or failure
  • Demonstrated ability to successfully lead a team through ambiguity and to successfully balance conflicting demands
  • Excellent problem solving & prioritization skills demonstrated through a sense of urgency, solid judgment, and reasoning ability, proven in a fast-paced & rapidly changing environment
  • Bachelor’s Degree or equivalent combination of education and experience required
  • Proficient computer skills with fluency in MS Office (MS Word, Excel, PowerPoint and Outlook)
  • Excellent oral and written communication and persuasive skills
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What We Offer

Health Insurance
401(k) Plan
Paid Time Off & Holiday Pay
Wellness Program
Learning & Development
Benefits in detail
Your Career @ Empire
Here, you’re in control of your future – we reward hard work, fast thinking and allow you to have a real impact on the company with your great ideas.
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