General Manager Center

Role Summary

Soundhous is a premium AV retail and experience brand. The GM is the day-to-day operator and P&L owner for Soundhous — responsible for revenue, gross margin, operating discipline, customer experience standards, and the operating rhythm that allows Soundhous to scale (Lagos now, Abuja next).

What Success Looks Like (Outcomes)

·      Consistent monthly revenue growth with protected gross margin and disciplined discounting.

·      A high-conversion flagship store where demos, staff routines, and customer follow-up are executed daily.

·      A reliable lead-routing engine into CED Design Studio for Track C (Paid Design Consults) and Track D (Trade buyers).

·      Clean operating cadence: weekly scorecard, pipeline review, standards audits, and decision logs.

·      Team performance: right seats filled, standards enforced, and high performers retained.

Key Responsibilities (Mandate)

A) P&L Ownership and Commercial Performance

·      Own the Soundhous P&L: revenue, gross margin, opex discipline, and cash/cost controls (with Finance).

·      Set weekly and monthly targets; run performance reviews against a single scorecard.

·      Make trade-offs: promotions vs margin, staffing vs conversion, stock vs cash, brand protection vs short-term sales.

B) Store Excellence and Standards (Flagship Execution)

·      Run the daily operating rhythm: opening standards, demo readiness, huddles, closing checks, customer recovery.

·      Ensure Experience Assurance standards are lived (not written): audits, coaching, corrective actions.

·      Own customer experience outcomes: NPS/CSAT, complaint resolution, and service recovery follow-through.

C) Demand Engine Governance (Head of Revenue + CRM Discipline)

·      Hold Head of Revenue accountable for pipeline, conversion, and lead follow-up SLAs.

·      Approve quarterly growth priorities and ensure teams execute without bureaucracy.

·      Ensure CRM truth: if it's not recorded, it didn't happen (Zoho compliance).

D) Soundhous → CED Design Studio Routing (Track C + Track D)

·      Enforce the routing SOP: Track C customers book Paid Design Consults; Track D trade buyers are profiled and routed to CED Partner Success & Enablement.

·      Ensure store staff use the correct scripts, qualifying questions, and booking process.

·      Protect the premium rule: no random dealer pricing; qualification first, then routing.

E) Expansion Readiness (Abuja)

·      Build a replicable operating model (hub-and-spoke): central standards and routing; local execution hires only when required.

·      Develop launch readiness: staffing plan, training plan, standards toolkit, and opening cadence.

Reporting and Interfaces

·      Reports to: Group CEO / Founder.

·      Direct interfaces: Head of Revenue, Digital Concierge & CRM, Experiential Marketing, Experience Assurance & Standards, Store Ops, Finance, People Ops, CED Design Studio leadership (routing coordination).

Ideal Candidate Profile (Nigeria Market)

·      Proven P&L leadership in premium retail, lifestyle retail, telecom flagship retail, high-end electronics, or hospitality operations with strong commercial discipline.

·      Evidence of improving conversion and sales productivity without damaging brand standards.

·      Strong operating cadence: can run daily/weekly rhythms, dashboards, and accountability meetings.

·      Comfortable with CRM discipline, follow-up SLAs, and measurable performance.

·      High executive presence: can enforce standards with warmth and authority.

Non‑Negotiables

·      Proven target ownership (not just supervision).

·      Strong people leadership and standards enforcement.

·      Comfortable with structured processes, scorecards, and CRM compliance.

·      Ability to represent a premium brand in front of HNWI clients and enterprise buyers.