Funeral Home General Manager

The General Manager is responsible for day-to-day operations, customer service standards, being a company ambassador to the community, the overall financial performance of the locations, and Team Member development that creates, supports, and sustains a high-performance, innovative, and family-centric culture. A General Manager interacts directly with client families, handling all aspects of the service and ensuring the client family receives a flawless experience that captures, acknowledges, and shares the life purpose of their loved one.

Overview & Responsibilities:

• Builds and maintains a strong "brand" by building relationships in the community, staying innovative with social media, i.e., FB, Instagram, and keeping the individual brand aligned with the business segment
• Ensures every client family is presented with all service and merchandise options -- Every Family, Every Option, Every Time
• Contributes to the overall efficiency of the location by maintaining open and effective communication and maintaining accurate and timely client files
• Maintains customer service standards as implemented for appropriate brands
• Leads facility management to include ensuring the fleet of vehicles and all areas of the building and grounds, i.e., landscaping, painting, and parking lot adequately maintained and in working order always
• Leads and oversees, and manages all financial components, including vendor relationships, i.e., signing checks, annual budgeting, accounts payable and receivable, labor management, daily sales outstanding (DSO), revenue, and EBITDA for the locations
• Drives revenue, sales, and business results
• Holds responsibility for leading monthly and quarterly financial and business reviews with Team Members
• Leads all disaster relief efforts in partnership with supervisor, i.e., hurricanes, winter storms, tornadoes, etc., to ensure Team Members, Client Families, and building are safe and secure
• Partners with home office department leaders, i.e., marketing, finance, human resources, and IT, by maintaining regular ongoing two-way communication
• Acts to improve market share through membership through board/officer participation of at least one community organization, i.e., rotary, regularly participates in at least two community events, and groups and other community relationships as assigned by your supervisor
• Carries out other projects and duties as assigned, i.e., car washing, building and equipment repair, pre-need arrangement planning
• Participates in weekly update calls with supervisor to share and exchange resources and to ensure goals are being met
• Communicates the importance of a differentiated guest experience by clearly articulating the value of ShareLife®
• Holds self and all direct reports accountable for completing all company assigned learning assignments, including compliance, i.e., OSHA, FTC, Harassment prevention
• Oversees all Team Members participating in services, ensuring that each member of the team understands their role and is professionally representing the location
• Leads all labor-management components for the location/s Team Members, i.e., scheduling, labor margins, overtime, timecards
• Oversees Preneed Production, including managing the budget, staffing for Preneed sales, and ensuring At-need families are aware of future pre-need offerings
• Initial transfers of decedents, embalms, dresses, cosmetizes, caskets, and prepared deceased on an as-needed basis (per appropriate licensing) to the instructions obtained from the family
• Meets with client families to listen and arrange personalized funeral services and ensures their experience with the business is of the highest quality
• Utilizes systems/technology, i.e., arrangement conference technology system in place to review merchandise options, enter contracts and complete necessary forms at the time of arrangement, and complete tasks and resulting details
• Ensures proper paperwork, including permits and certificates, is completed timely and in accordance with relevant laws and regulations
• Supervises and supports funeral services regularly and oversees all post-service follow-up as needed
• Demonstrates an understanding of family surveys and can address concerns and complaints with the family providing feedback

Requirement & Qualifications:

• High school diploma or the equivalent
• Valid state-issued funeral director license (as per state licensing requirement)
• Experienced decedent care, i.e., embalming (per state requirements)
• Keep all licenses and continuing education requirements current and in good standing
• Minimum one to three years of management experience and the funeral industry combined is preferred
• Demonstrated knowledge & experience of all aspects of the funeral service
• Ability to lead and support the customer interaction experience
• Works cohesively with supervisor and builds strong relationships with peers and direct reports
• Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint)
• Organizational and planning skills; time management skills, and the ability to prioritize work
• Lead a team of Funeral Directors and Team Members with the ability to address and effectively resolve concerns and complaints
• Operations knowledge, specifically profit & loss systems, i.e., costs controls, effectively collect funds at the time of arrangement conference, educate every family on every option every time to create additional revenue and to ensure client satisfaction
• Strong communication skills and high levels of compassion and integrity
• Ability to lift 150lbs safely
• Valid state-issued driver's license with a clear driving record