General Manager Kitchen Bath Showroom Services

Position SummaryStrategic, hands-on General Manager to lead the day-to-day operations, commercial performance, customer experience, and team execution of its kitchen, bath, tile, design, showroom, project, and service-related business in Guaynabo, Puerto Rico.This role is responsible for driving revenue growth, operational excellence, customer satisfaction, and team accountability across retail, design consulting, project sales, inventory coordination, vendor relationships, and client service. The ideal candidate is a commercially driven leader with experience managing a premium showroom, home improvement, design, construction materials, luxury retail, project-based sales, or service-oriented business.Key ResponsibilitiesBusiness Leadership & StrategyLead the overall performance of the Guaynabo operation, including sales, customer experience, showroom performance, service execution, inventory coordination, and operational discipline.Develop and execute annual business plans focused on revenue growth, profitability, margin improvement, customer retention, and market expansion.Identify opportunities to strengthen companies’ position in the Puerto Rico kitchen, bath, tile, design, and project market.Translate ownership’s vision into clear goals, KPIs, processes, and team accountability.Monitor sales performance, pipeline activity, project opportunities, close rates, margins, and customer satisfaction trends.Sales & Commercial ManagementLead and support sales teams, designers, project consultants, and customer-facing staff to achieve individual and company sales goals.Drive growth across showroom sales, kitchen and bath projects, design consultations, commercial accounts, and premium product categories.Build and maintain relationships with homeowners, designers, architects, contractors, developers, hospitality clients, and commercial customers.Support high-value customer opportunities, complex quotes, project negotiations, and escalated client needs.Ensure the team is effectively presenting premium brands, design solutions, product features, warranties, and value propositions.Showroom & Customer ExperienceEnsure the showroom reflects a high-end, consultative, organized, and customer-focused experience.Maintain exceptional service standards from first visit through consultation, quote, order, delivery, follow-up, and post-sale support.Partner with the design and sales teams to improve the customer journey and increase conversion from showroom visits and appointments.Resolve escalated customer issues with urgency, professionalism, and sound business judgment.Ensure consistency in communication, follow-up, project timelines, and customer expectations.Operations & Process ImprovementOversee daily operations to ensure efficiency, accuracy, and accountability across sales, design, order processing, inventory coordination, warehousing, delivery follow-up, and customer service.Implement practical processes to improve quoting accuracy, order tracking, project follow-up, delivery coordination, vendor communication, and issue resolution.Partner with internal teams to reduce delays, improve handoffs, and create a more structured operating rhythm.Review operational reports, identify bottlenecks, and recommend improvements.Ensure compliance with company policies, service standards, documentation requirements, and internal procedures.Inventory, Vendors & Product ManagementCollaborate with purchasing, warehouse, and supplier partners to ensure product availability, accurate inventory visibility, and timely fulfillment.Support vendor relationships with premium kitchen, bath, tile, appliance, and fixture brands.Monitor product performance, stock movement, customer demand, and showroom display needs.Partner with leadership on product mix, pricing strategy, promotional opportunities, and new brand/category opportunities.People LeadershipLead, coach, and develop a multidisciplinary team that may include sales consultants, designers, customer service staff, warehouse coordination, project support, and administrative personnel.Set clear expectations, performance goals, and accountability standards.Conduct regular team meetings, one-on-ones, performance reviews, and coaching conversations.Foster a culture of ownership, professionalism, urgency, collaboration, and premium customer service.Identify talent gaps and participate in hiring, onboarding, training, and succession planning.Financial & Performance ManagementOwn or support P&L performance, including revenue, gross margin, operating expenses, labor productivity, and profitability.Track and report key business metrics to ownership/executive leadership.Support budgeting, forecasting, sales planning, and expense control.Analyze sales trends, customer segments, project pipeline, and product category performance.Make data-driven recommendations to improve profitability and operational performance.QualificationsRequiredBachelor’s degree in Business Administration, Management, Marketing, Engineering, Architecture, Interior Design, Construction Management, or a related field preferred.8+ years of progressive leadership experience in commercial operations, retail management, showroom leadership, home improvement, construction materials, interior design, luxury retail, project sales, or service-based business.5+ years managing teams with direct accountability for sales, operations, customer experience, and business results.Proven experience managing revenue goals, margins, budgets, KPIs, and operational performance.Strong commercial mindset with the ability to drive sales while maintaining premium customer service.Experience leading customer-facing teams in a consultative or project-based sales environment.Strong understanding of Puerto Rico’s residential, commercial, construction, design, or home improvement market.Fully bilingual in English and Spanish.Strong leadership, communication, negotiation, and problem-solving skills.Proficiency with CRM, ERP, inventory, sales reporting, Microsoft Office, or related business systems.PreferredExperience in kitchen and bath, tile, appliances, cabinetry, interior finishes, luxury home products, construction materials, design showroom, or project-based retail.Existing relationships with designers, architects, contractors, developers, or commercial accounts in Puerto Rico.Experience managing both retail/showroom and project/commercial sales channels.Familiarity with premium product lines and high-touch customer service expectations.Experience implementing structure, KPIs, process improvements, or operational discipline in a growing business.