General Manager I

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.

Coach is part of the Tapestry portfolio – a global house of brands powered by optimism, innovation, and inclusivity.

Role: General Manager

Reports to: Area Manager

Summary / Primary Purpose:

The General Manager's primary responsibility is the creation of strategic business plans that will impact overall store performance metrics, customer service and lead to successful execution of initiatives. The General Manager sets the tone for the store environment through partnership with the Store Manager / Management Team and all store staff. It is the role of General Manager to exemplify excellence with all Coach Standards including Coach Service, operations and visual presentation along with modeling core competencies. The General Manager's leadership includes mentoring the Store Manager / Management Team through all performance management competencies and behavioral expectations. The General Manager partners with the Area Manager to evaluate store and market opportunities, establish goals, create and implement strategies that will impact store results and profitability.

Management Competencies and Behavioral Expectations:

SALES ABILITY/SKILLS:

Partners with Store Manager / Management Team to establish sales and productivity goals for the store and associates utilizing current business trends and forecasts

Recognizes external economic factors/business trends and communicates plans for change to ensure goals are met

Utilizes resources to effectively forecast sales plans

Consistently ensures the execution of sales training programs

Sets the example through role modeling Coach Service behaviors

Creates a high energy, sales and service focused environment

2. SERVICE ORIENTATION:

Evaluates the execution of the Service Leader role and provides coaching and feedback to ensure consistency with all members of management

Empowers team to solve customer problems and meet customers' needs

Ensures Service standards are achieved through appropriate labour scheduling.

3. PEOPLE DEVELOPMENT:

Identifies opportunities and creates action plans for the development of the Store Manager / Management Team; provides consistent coaching and feedback throughout implementation

Enables Store Manager / Management Team to develop action plans for all levels of employees through shared evaluation of individual strengths and opportunities

Develops realistic action plans and goals for team members career advancement, and communicates results to Area Manager in order to help fill openings in area / district

4. SELF DEVELOPMENT:

Consistently asks for, and is open to feedback from supervisor, subordinates and peers

Establishes sound business relationships with corporate partners, peer group and local village or centre management

Acts on feedback from others to improve own performance or address development issues

Manages development plan

Achieves deadlines even in the face of obstacles or problems

Adapts to constantly changing environment by changing own plan, schedules etc.

Aware of own strengths and development needs and communicates them to supervisor

Seeks out tasks beyond own job description

5. LEADERSHIP:

Establishes relationships and is viewed as an expert by area/district by providing business insight and offering support

Acts as advocate for the team

Approaches challenges in direct and timely manner

Takes educated risks when necessary, and challenges others as appropriate

Able to motivate others to achieve results, and inspire team to follow lead

Able to maintain composure even when faced with tough situations

Maintains high level of integrity in business and relationships with others

Consistently establishes and measures expectations for performance

Maintains a confident and/or commanding floor presence

Ensures that team understands company vision and business needs

Takes on leadership role at store openings (per Area Manager request)

Provide store support within area/district as directed by multi manager

6. TEAMBUILDING:

Creates a positive, high energy and professional store environment by role modeling behavioral expectations

Enables Store Manager / Management Team to take on a primary leadership role through consistent support of ideas and expectations

Fosters environment of inclusion and creates partnerships with team members

Proactively and consistently utilizes The Network and The Shop to source candidates for store and communicates Top Talent information to Multi Manager

Able to identify training opportunities and evaluate the store's overall performance to select Top Talent and fill open positions promptly

Support On-Boarding of new management team members within area/district (per Area Manger request)

7. COMMUNICATION:

Demonstrates effective written, verbal, and non-verbal communication

Communicates professionally with diplomacy and tact, and tailors style to impact specific audience

Communicates effectively with direct reports, peers, supervisors, and corporate partners

Demonstrates the ability to influence others and role models skill for the Store Manager / Management Team

Ensures the team is able to effectively communicate with each other

Ensures consistent use of Coach communication tools

Practices effective active listening techniques

Delivers difficult messages with objectivity while maintaining self-esteem

Diffuses potential conflict by utilizing situation/behavior/impact model and able to redirect to achieve desired results

8. STRATEGIC PLANNING/ORGANIZING/EXECUTION:

Anticipates potential obstacles or issues and develops solutions to overcome

Appropriately allocates and monitors planned payroll hours according to business trends and scheduling needs.

Creates long term hiring plans to meet forecasted sales plans

Partners with Area Manager to implement processes that will impact store specific operations

Works with Area Manager and corporate partners to ensure effective product flow

Implements plans in a timely manner, and ensures team understanding

Develops plans to address key business issues, and utilizes plans to impact business and achieve desired results

Develops systems to achieve goals, and able to redefine goals as appropriate

Able to influence others to gain support to achieve goals and complete projects

Effective use of planning and/or time management tools

Effectively prioritizes business needs

Delegates and follows-up to ensure key issues are addressed

Tailors execution of company initiatives to environment

9. INTEGRITY/PROFESSIONALISM:

Represents the brand appropriately in all situations

Consistently ensures team compliance to company guidelines

Appropriately reacts to unethical or unprofessional behavior

Demonstrates professional ethics and instills them among all team members.

Maintains professional demeanor even in times of stress

Maintains objectivity and considers all points of view

Maintains alignment with company goals and vision

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Coach at