General Manager

Job Title: General Manager – High-Performance Customer Operations (Cork)

Location: Cork

Salary: €DOE

Type: Full-time, Permanent

Role Purpose

We are seeking an experienced and commercially focused General Manager to lead a high-volume, customer-facing operation in Cork. This role requires a strong operational leader with proven experience in driving revenue growth, managing budgets, developing high-performing teams, and delivering exceptional customer experience standards.

You will take full ownership of operational performance, ensuring consistent delivery across sales, service, cost control, and team development in a fast-paced environment.

Key Responsibilities

Commercial & Financial Performance

* Full responsibility for operational P&L performance, revenue delivery, and cost control

* Analyse daily, weekly, and monthly performance data to identify growth and efficiency opportunities

* Implement commercial strategies to drive sales, improve margins, and increase profitability

* Manage labour, stock, and operational costs in line with business targets

Operational Leadership

* Oversee day-to-day operations in a high-volume, customer-facing environment

* Ensure consistent delivery of operational standards, compliance, and service excellence

* Manage multiple operational priorities in a fast-paced environment

* Drive continuous improvement initiatives across all areas of the business

Team Leadership & Development

* Lead, coach, and develop a high-performing team (50-70+ staff or equivalent operational scale)

* Implement structured performance management processes including KPIs, 1:1s, and coaching plans

* Build a strong culture of accountability, engagement, and commercial awareness

* Support recruitment, onboarding, and succession planning

Customer Experience

* Maintain a strong focus on customer satisfaction and service quality

* Act as escalation point for customer or operational issues

* Build long-term customer relationships and improve retention and loyalty

* Ensure service standards are consistently delivered across all touchpoints

Data, Reporting & KPI Management

* Use performance data to drive operational and commercial decisions

* Maintain dashboards and reporting tools to monitor key business metrics

* Identify trends and implement corrective action plans where required

Key Requirements

* Minimum 5-7+ years’ experience in a General Manager, Store Manager, or Operations Manager role

* Proven experience managing high-volume retail, hospitality, or service-led operations

* Strong P&L ownership or significant financial accountability (€2m-€5m+ environments desirable)

* Demonstrated track record of delivering revenue growth and cost control improvements

* Experience leading large teams (50+ employees) or multi-site operations

* Strong analytical skills with experience using KPIs and data to drive performance

* Excellent leadership, communication, and stakeholder management skills

* Hands-on, operationally focused leadership style

Desirable Experience

* Retail, hospitality, facilities management, or contract-led service environments

* Multi-department operational oversight

* Experience implementing performance management frameworks

* Exposure to CRM, reporting systems, or BI tools

* High-volume customer service environments with strong service KPIs

What We Are Looking For

* A commercially minded operator who balances customer experience with financial performance

* A strong people leader who develops and holds teams accountable

* Someone comfortable being “on the floor” while driving strategic performance

* A calm, structured decision-maker in fast-paced environments

* A leader who thrives on ownership, accountability, and measurable results

Why This Role

* Senior leadership position with full operational ownership

* High-impact role influencing commercial and customer performance

* Opportunity to lead a large, established team in a dynamic environment

* Strong autonomy to implement improvements and drive growth