General Manager

General Manager Role Overview & Success Profile

As Harmony Jewellers continues to grow, we are formalizing the role of General Manager to strengthen leadership, improve operational clarity, and support long-term business success.

This document outlines:

• The scope and expectations of the General Manager role
• Leadership structure within the company
• Decision-making authority
• What success looks like in this position

This role will be open to both internal and external candidates.

Position: General Manager

Role Overview

The General Manager is responsible for the overall leadership, performance, and execution of Harmony Jewellers across both locations. This role ensures alignment with our vision, mission, and values while driving sales growth, operational excellence, team development, and brand reputation.

The General Manager works closely with the President and Director of Operations to execute the company's strategy, deliver exceptional client experiences, and achieve business objectives.

Key Responsibilities

Leadership & Culture

• Uphold and enforce all policies outlined in the Harmony Jewellers People Guide
• Foster a positive, professional, and values-driven workplace culture
• Clearly communicate expectations and ensure accountability across the team
• Lead, mentor, and support department leaders

Sales Leadership & Client Experience

• Help build, lead, and execute business plans annually, with continued updates throughout the year.
• Oversee daily operations across all departments
• Ensure consistency, efficiency, and accountability in all processes
• Review and analyze monthly sales and financial reports
• Monitor profit margins and overall performance
• Oversee payroll approvals, deposits, and accounts payable
• Support cost control and expense management
• Ensure security and loss prevention standards are upheld

Operations & Financial Oversight

• Help build, lead, and execute business plans annually, with continued updates throughout the year.
• Oversee daily operations across all departments
• Ensure consistency, efficiency, and accountability in all processes
• Review and analyze monthly sales and financial reports
• Monitor profit margins and overall performance
• Oversee payroll approvals, deposits, and accounts payable
• Support cost control and expense management
• Ensure security and loss prevention standards are upheld

Buying & Inventory

• Oversee buying strategies across departments
• Collaborate with the President on estate jewellery buying and pricing
• Oversee inventory processes and year-end reporting

People Management & Human Resources

• Oversee hiring, onboarding, and termination processes
• Support the development of job descriptions and contracts
• Conduct performance reviews for team leads
• Work with HR on employee relations and conflict resolution
• Manage external partners (HR, IT, bookkeeping)

Strategic Planning & Communication

• Establish and monitor KPIs across departments
• Lead management and marketing meetings
• Conduct weekly priority meetings with leaders
• Identify challenges and implement solutions
• Support long-term business planning

Community & Networking

• Represent Harmony Jewellers in the community
• Lead networking initiatives (Chamber, DBDA, Young Professionals, etc.)

Leadership Structure

If the position is acquired internally, roles will be shifted to accommodate the change in leadership.

General Manager Success Profile

Core Competencies

• Leads with clarity, accountability, and strong team management
• Drives sales through coaching, performance management, and KPIs
• Ensures operational excellence through organization and process improvement
• Demonstrates strong financial awareness and business decision-making
• Communicates effectively to maintain alignment across team and leadership
• Delivers a high-level client experience and builds lasting relationships
• Takes ownership, solves problems proactively, and follows through
• Makes confident decisions while balancing strategy and execution
• Demonstrates professionalism, emotional intelligence, and resilience
• Maintains high standards and a results-driven mindset

Key Traits

• Ownership mentality
• Decisive and confident
• Emotionally intelligent
• Resilient under pressure
• High standards
• Adaptable

Experience

Required

• Leadership experience in retail or sales-driven environments
• Proven ability to manage teams and hit targets

Preferred

• Strong knowledge of luxury jewellery, gemstones, and jewellery repairs.
• Sales training and development experience
• Avoids accountability or difficult conversations
• Requires constant direction
• Lacks organization or follow-through
• Focuses on tasks instead of results
• Struggles to balance leadership and execution
• Lack of communication with the Director of Operations and the President.

What Will Not Work

• Avoids accountability or difficult conversations
• Requires constant direction
• Lacks organization or follow-through
• Focuses on tasks instead of results
• Struggles to balance leadership and execution
• Lack of communication with the Director of Operations and the President.

What This Means for Our Team

This role is being introduced to:

• Strengthen leadership across both locations
• Improve clarity, accountability, and performance
• Support team growth and development
• Position Harmony Jewellers for long-term success
• The role will be posted internally and externally
• A structured interview process will follow
• Further details on how to apply will be shared with the team

Next Steps

Decision-Making Framework

1. Independent Authority (General Manager)

The GM is responsible for and empowered to manage:

• Day-to-day operations
• Staff scheduling and leadership on the floor
• Sales execution and coaching
• Customer service resolution
• Implementation of systems and processes
• Execution of approved marketing initiatives

2. Shared Decisions (GM + Director of Operations)

The following require alignment before action:

• Hiring and terminations
• Compensation adjustments
• Sales targets and incentive programs
• Marketing strategy and campaign direction
• Changes to systems, processes, or tools

3. Approval Required (Ownership)

The following require approval from the President and/or Director of Operations:

• Major financial decisions or unplanned expenses
• Significant buying decisions or new vendors
• Organizational structure changes
• Strategic initiatives or business changes
• Public relations or brand-sensitive matters

4. President Oversight

The President retains final authority over:

• Financial performance and profitability
• High-level buying decisions
• Long-term business direction

5. Director of Operations Role

The Director of Operations:

• Oversees execution across departments
• Ensures accountability, systems, and team performance
• Partners closely with the GM on leadership and decision-making