General Manager, Appliance Sales

Position Summary

The General Manager of Appliance Sales leads the Appliance Department’s daily operations, sales performance, customer experience, and growth. This role combines sales leadership, team development, customer relationship management, product expertise, and operational accountability.

The ideal candidate is a proven sales leader with appliance-industry knowledge, the ability to coach and motivate a team, and confidence working directly with homeowners, builders, designers, contractors, and trade partners. The General Manager is expected to drive profitable sales while ensuring customers receive knowledgeable, professional guidance from product selection through delivery and installation.

Key Responsibilities

Sales Leadership & Growth

• Lead the Appliance Sales team in achieving monthly, quarterly, and annual sales goals.
• Develop strategies to increase appliance sales, gross margin, and department profitability.
• Monitor individual and department performance, identify improvement opportunities, and establish clear goals, KPIs, and accountability standards.
• Build relationships with builders, designers, contractors, homeowners, and other trade professionals to generate new business.
• Pursue opportunities in high-end residential, commercial, and national account markets.
• Partner with leadership on promotional strategies, product initiatives, and sales campaigns.
• Maintain a strong pipeline of prospective customers and projects.
• Manage internal and external sales activities while supporting customers, business partners, and internal teams throughout the sales process.

Team Management & Development

• Recruit, hire, train, coach, develop, promote, discipline, and, when necessary, dismiss Appliance Sales team members.
• Manage the installation schedule.
• Establish clear expectations for sales performance, customer service, follow-up, and professionalism. Conduct regular one-on-one meetings and performance reviews.
• Provide ongoing product training and ensure the team remains current on appliance features, specifications, technology, and installation requirements.
• Lead by example through strong sales, customer service, and communication.

Customer Experience

• Serve as the escalation point for complex customer situations and high-value projects.
• Assist customers in selecting appliances that meet their needs, budget, design preferences, and installation requirements.
• Ensure the sales team accurately communicates product specifications, lead times, warranties, delivery details, and installation requirements.
• Resolve issues involving orders, deliveries, installations, product availability, and customer expectations.
• Maintain strong relationships with repeat customers and trade partners.

Product & Project Management

• Maintain current knowledge of major appliance brands, product categories, features, specifications, and competitive offerings.
• Review large and complex appliance packages for accuracy before orders are finalized.
• Coordinate with purchasing, warehouse, delivery, installation, accounting, and management teams to keep projects on track.
• Identify potential installation or logistical issues before products are ordered.
• Monitor special orders, backorders, discontinued products, substitutions, and project deadlines.
• Ensure the sales team follows established procedures for quotes, orders, deposits, documentation, and follow-up.
• Manage customer and vendor returns, including defective, damaged, scratch-and-dent, and nonconforming merchandise.

Financial & Operational Accountability

• Monitor department sales, gross margin, expenses, and profitability.
• Help manage inventory levels and identify opportunities to reduce excess or aged inventory.
• Review pricing and discounting to protect department margins.
• Monitor sales commissions and department-related expenses.
• Assist leadership with annual budgets and sales forecasts.
• Identify opportunities to improve processes, reduce unnecessary costs, and increase department efficiency.
• Ensure department policies and company procedures are followed consistently.

Marketing & Business Development

• Partner with the marketing team to promote the Appliance Department and key product lines.
• Identify opportunities for showroom events, builder and designer outreach, promotions, and vendor partnerships.
• Maintain relationships with appliance manufacturers, vendor representatives, and strategic partners.
• Stay informed about industry trends, new products, competitive pricing, and emerging technologies.
• Help position Hermitage Design Center as a trusted resource for appliance selection and project support.

Qualifications

• Five or more years of appliance sales experience preferred.
• Previous sales management or leadership experience strongly preferred.
• Strong knowledge of residential appliances and appliance installation requirements.
• Proven ability to meet or exceed sales goals.
• Strong understanding of sales margins, pricing, and profitability.
• Excellent communication, organization, and customer service skills.
• Ability to manage multiple projects and priorities simultaneously.
• Strong problem-solving and decision-making abilities.
• Comfort working with homeowners, designers, builders, contractors, and high-end clients.
• Proficiency with CRM, POS, ERP, and Microsoft Office systems.
• Strong attention to detail and follow-through.

Preferred Experience

• Luxury and high-end appliance brands
• Builder and designer accounts
• New construction and remodeling projects
• Commercial appliance sales