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

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

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

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 robust 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

Ownership mentality

Decisive and confident

Emotionally intelligent

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

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

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:

Ensures accountability, systems, and team performance

Partners closely with the GM on leadership and decision‑making

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📌 General Manager (Grimsby)
🏢 Harmony Jewellers
📍 Grimsby