General Manager of Appliance Sales

The General Manager of Appliance Sales is responsible for leading the day-to-day operations, sales performance, customer experience, and growth of the Appliance Department. This position combines sales leadership, team development, customer relationship management, product expertise, and operational accountability.

The ideal candidate is a strong sales leader who understands the appliance industry, can coach and motivate a sales team, and is comfortable working directly with customers, builders, designers, contractors, and trade partners. The Manager will be 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 and manage the Appliance Sales team to achieve monthly, quarterly, and annual sales goals.
• Develop strategies to increase appliance sales, gross margin, and overall department profitability.
• Monitor individual and department sales performance and identify opportunities for improvement.
• Establish sales goals, KPIs, and accountability standards for the sales team.
• Develop relationships with builders, designers, contractors, homeowners, and other trade professionals to generate new business.
• Pursue opportunities within high-end residential, commercial, and national account markets.
• Work with leadership to develop promotional strategies, product initiatives, and sales campaigns.
• Maintain a strong pipeline of prospective customers and projects.
• Manage both internal and external sales activities, supporting customers, business partners, and internal teams throughout the sales process.

Team Management & Development

• Recruit, train, coach, hire, dismiss, promote, discipline and develop Appliance Sales team members.
• Manage Install 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 stays current on appliance features, specifications, technology, and installation requirements.
• Foster a positive, collaborative, and accountable department culture.
• Lead by example through strong sales, customer service, and communication.
• Monitor and correct Timecards for Team members

Customer Experience

• Serve as an 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 salespeople properly understand and communicate product specifications, lead times, warranties, delivery, and installation requirements.
• Help resolve issues involving orders, deliveries, installations, product availability, and customer expectations.
• Maintain strong relationships with repeat customers and trade partners.

Product & Project Management

• Maintain strong knowledge of major appliance brands, product categories, features, specifications, and competitive offerings.
• Review large and complex appliance packages for accuracy before orders are finalized.
• Work closely with purchasing, warehouse, delivery, installation, accounting, and management teams to ensure projects move smoothly.
• Identify potential installation or logistical issues before products are ordered.
• Monitor special orders, backorders, discontinued products, substitutions, and project deadlines.
• Ensure sales staff follow established procedures for quotes, orders, deposits, documentation, and follow-up.
• Manage the end-to-end processing of customer and vendor returns, including defective, damaged, scratch-and-dent, and non-conforming 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 in developing annual budgets and sales forecasts.
• Identify opportunities to improve processes, reduce unnecessary costs, and increase department efficiency.
• Ensure department policies and company procedures are consistently followed.

Marketing & Business Development

• Partner with the marketing team to promote the Appliance Department and key product lines.
• Identify opportunities for showroom events, builder/designer outreach, promotions, and vendor partnerships.
• Maintain relationships with appliance manufacturers, vendor representatives & 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

• 5 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.
• Comfortable working with homeowners, designers, builders, contractors, and high-end clients.
• Ability to train and motivate a sales team.
• Proficiency with CRM, POS, ERP, and Microsoft Office systems.
• Strong attention to detail and follow-through.

Preferred Experience

Experience with:

• Luxury and high-end appliance brands
• Builder and designer accounts
• New construction and remodeling projects
• Commercial appliance sales
• Large appliance packages
• Appliance installation and delivery coordination
• National or multi-location accounts
• Margin management and sales forecasting

Key Performance Indicators

Success in this position will be measured by:

• Achievement of department sales goals
• Gross margin performance
• Department profitability
• New customer and trade-account growth
• Sales team performance
• Customer satisfaction and retention
• Quote-to-sale conversion
• Follow-up and pipeline management
• Inventory reduction and management
• Accuracy of appliance orders
• Successful execution of large projects
• Employee development and retention

Working Conditions

• Office-based at Hermitage headquarters (Nashville, TN).
• Monday–Friday, 8:00 AM–5:00 PM
• Some travel is required. Limited overnight travel for training. 

Benefits

• Health, dental, and vision insurance; 401(k); paid time off (PTO); and sick leave.
• Compensation commensurate with experience level. Includes base, commission, and supplier spiffs.