About Pearl®

For over 28 years, Pearl® has been a trusted name in the Canadian kitchen and bath industry. With fully staffed distribution centres and showrooms in Greater Vancouver, Calgary, and Kingston, we partner with builders, designers, and homeowners to supply thoughtfully designed products that balance function, durability, and timeless style.

At Pearl®, our ultimate purpose is to create spaces that encourage genuine human connection. That belief goes beyond the products we sell; it defines how we operate. We build our team on integrity, collaboration, and being fully present for the people we serve.

We value long term relationships with our 1800 trusted partners just as much as we value a supportive, authentic culture internally. If you are a leader who thrives on building strong connections, empowering a team, and driving exceptional experiences, we would love to meet you.

Position Overview The Branch Manager, HQ is responsible for the overall success of Pearl® Canada's headquarters branch, including team leadership, daily operations, customer experience, warehouse management, sales growth, and profitability.

This is a hands-on leadership role that requires initiative, accountability, strong decision-making, and a proactive approach to both operations and business growth. The Branch Manager is expected to lead their team, identify opportunities, solve problems, and continuously look for ways to improve branch performance.

Reporting to the Operations Manager, this position works closely with Sales Management, Project Sales, and other departments to strengthen customer relationships, support new business opportunities, and deliver the Pearl® experience.

As the leader of our headquarters location, the Branch Manager plays an important role in building a positive, accountable team culture while contributing to Pearl®'s continued growth across Canada.

Responsibilities

1. Leadership & Team Development

- Lead, coach, and support HQ branch employees, creating a positive, productive, and accountable team environment.
- Conduct regular one-on-ones, performance reviews, and employee development discussions.
- Set clear expectations, monitor performance, and provide ongoing feedback and guidance.
- Encourage employees to take initiative, solve problems, and contribute ideas for improvement.
- Oversee staff scheduling, training, and workforce planning to ensure branch needs are met.
- Work with Human Resources on employee-related matters, including performance concerns and development opportunities.
- Lead by example, promoting teamwork, professionalism, and Pearl®'s people-first culture.
- Build a team that takes pride in customer experience, operational excellence, and contributing to company growth.

2. Branch Operations & Performance

- Take ownership of the overall daily operations, efficiency, and performance of the HQ branch.
- Monitor branch expenses, budgets, financial performance, and key performance indicators.
- Identify operational challenges and proactively implement improvements.
- Make informed decisions within the scope of the role, escalating matters when appropriate.
- Ensure company policies, procedures, and operational standards are consistently followed.
- Maintain a clean, organized, safe, and welcoming branch environment.
- Act as the main point of contact for HQ branch-related operational decisions and concerns.
- Provide regular updates to the Operations Manager on branch performance, challenges, and opportunities.
- Collaborate with other departments to ensure HQ operations align with company goals.
- Oversee branch maintenance, security, equipment,



and general facility needs.

3. Customer Experience & Relationships

- Ensure customers receive prompt, knowledgeable, and professional service across all areas of the branch.
- Lead by example in delivering Pearl®'s customer-first approach.
- Build and maintain strong relationships with customers, contractors, dealers, and vendors.
- Resolve escalated customer concerns and service issues in a timely and professional manner.
- Ensure customer orders, inquiries, returns, and warranty requests are handled accurately and efficiently.
- Identify opportunities to improve the overall customer experience.
- Maintain a welcoming and professional showroom environment.
- Support the team with customer service and order processing during busy periods.
- Encourage meaningful customer engagement and proactive communication.

4. Sales Growth & Business Development

- Actively support HQ sales growth through customer engagement, relationship building, and identifying new business opportunities.
- Work closely with Sales Management, Account Managers, and Project Sales to support regional growth.
- Participate in sales meetings to stay aligned on targets, opportunities, and customer needs.
- Build and maintain relationships with existing dealers, contractors, and project customers while supporting recent business opportunities.
- Participate in customer visits, showroom meetings, and industry events to strengthen relationships and support business growth.
- Monitor branch sales performance, targets, and margins, working with Sales Management to identify opportunities for improvement.
- Encourage proactive customer follow-up, product knowledge, and a sales-minded approach throughout the branch team.
- Identify customer needs, challenges, and opportunities, communicating insights and recommendations to Sales Management.

5. Warehouse & Inventory Coordination

- Oversee daily warehouse operations, including receiving, storage, picking, packing, and shipping.
- Lead the warehouse team in carrying out daily tasks accurately, safely, and efficiently.
- Coordinate with Inventory Management on stock counts, audits, transfers, incoming shipments, and inventory discrepancies.
- Ensure inventory procedures and physical stock movements are properly followed and recorded.
- Organize warehouse staffing, workflow, and priorities to meet operational and customer needs.
- Ensure accurate and timely order fulfillment.
- Maintain a clean, safe, and organized warehouse, including proper product handling and equipment procedures.
- Identify warehouse challenges and implement improvements in collaboration with Operations and Inventory Management.

6. Container & Logistics Management

- Oversee the logistical coordination of container arrivals, unloading, receiving, and pickup.
- Work with Inventory Management to understand incoming shipments, schedules, and receiving requirements.
- Plan and coordinate warehouse staffing, equipment, space, and workflow for incoming containers.
- Direct the warehouse team through unloading, product handling, receiving, and storage procedures.
- Ensure incoming products are physically received, counted, and documented accurately according to established procedures.
- Communicate shipment discrepancies, damages,



or delays to Inventory Management and Operations.
- Ensure containers are unloaded safely, efficiently, and ready for pickup within required timelines.
- Coordinate local shipping, receiving, and logistics requirements to support branch operations.

7. Proactive Leadership & Continuous Improvement

- Take initiative in identifying opportunities to improve branch performance, customer service, sales growth, and operational efficiency.
- Address challenges early and bring forward solutions and recommendations.
- Demonstrate ownership and follow-through on branch priorities and commitments.
- Look for opportunities to simplify processes and improve how the team works together.
- Encourage employees to contribute ideas and take responsibility within their roles.
- Work with the Operations Manager to implement improvements and evaluate results.
- Balance immediate operational needs with longer-term branch goals.
- Support company initiatives and contribute ideas that strengthen Pearl®'s overall performance.

8. Hands-On Branch Support The Branch Manager is expected to remain involved in daily branch activities and support the team when needed, including:

- Processing customer orders, invoicing, returns, refunds, and warranty requests.
- Assisting customers through phone, email, and showroom visits.
- Supporting product pickups, picking, packing, and shipping.
- Assisting with showroom displays, product preparation, and general branch organization.
- Supporting outbound customer calls and follow-up initiatives.
- Assisting with other branch responsibilities as needed to ensure smooth operations.

Skills & Leadership Expectations

- Strong leadership skills with the ability to coach, motivate, and develop employees.
- A proactive, sales-minded approach with an interest in business growth and customer relationships.
- Confidence to make informed decisions, take initiative, and solve problems independently.
- Strong organizational, time management, and prioritization skills.
- Excellent communication and relationship-building skills.
- A customer-first approach with a commitment to delivering exceptional service.
- Strong attention to detail and accuracy.
- Ability to analyze performance, identify challenges, and develop practical solutions.
- Ability to balance hands-on responsibilities with leadership and operational priorities.
- Willingness to collaborate across departments and support company-wide goals.
- Professionalism, integrity, accountability, and a positive approach to leadership.
- Commitment to Pearl®'s values, culture, and continuous improvement.
- Lead, coach, and coordinate team members, setting clear priorities and supporting consistent performance.
- Manage sales activity, monitor progress toward branch goals, and help the team identify opportunities to serve customers.
- Oversee daily financial services operations, including cash handling, transaction accuracy, and appropriate recordkeeping.
- Address customer questions and concerns professionally, using sound judgment and math skills to support accurate decisions.
- Your impact: Your leadership helps colleagues deliver reliable service and a smooth customer experience.

Performance Commission: In addition to the base salary, this role includes a commission structure tied to branch sales growth. Pay: $70,000.00-$75,000.00 per year

Benefits

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Store discount
- Vision care

Experience:
- Leadership: 2 years (preferred)
- Customer Service: 2 years (preferred)

Work Location: In person

📌 Branch Manager - HQ (Richmond)
🏢 Superprem Industries
📍 Richmond