Confidential

GENERAL MANAGER

 

THE OPPORTUNITY

The General Manager is accountable for the full P&L and overall performance of a high-volume, customer-centric major Toyota dealership in Western Canada (Prairie region). This role sets the strategic direction of the business while ensuring operational excellence, OEM compliance, and exceptional customer experiences across Sales, F&I, Service, and Parts.

 

Reporting to Ownership/Dealer Principal, the General Manager builds and leads a high-performing leadership team, drives market share growth, optimizes inventory and fixed operations performance, and safeguards compliance, safety, and the dealership’s reputation within the local market.

 

RESPONSIBILITIES

Leadership & Culture

• Set and cascade annual business plans, monthly objectives, and operational standards across all departments.
• Lead daily sales and service huddles and weekly leadership meetings to drive accountability and alignment.
• Coach, develop, and retain top talent through disciplined performance management, succession planning, and engagement.
• Champion a values-driven, safety-first culture and exceptional guest experience standards.

Financial & Operational Management

• Maintain full P&L accountability, including revenue, gross, expenses, net profit, budgeting, forecasting, and variance control.
• Optimize new and used vehicle inventory, including mix, pricing, days’ supply, aging, and turn.
• Drive fixed operations excellence through capacity planning, labor rate optimization, productivity, first-time fix, parts fill rate, and absorption growth.
• Oversee F&I performance, including product penetration, compliance, disclosure standards, and chargeback control.
• Partner with finance leadership to ensure strong cash flow, internal controls, and audit readiness.

Sales, Marketing & Digital Retailing

• Achieve volume, gross, and market share targets across new, used, and F&I operations.
• Lead digital retailing, BDC, and CRM execution, ensuring strong lead management, response times, and conversion performance.
• Oversee pricing strategies aligned with market conditions and OEM programs.
• Ensure showroom, lot, and online presentation meet brand and merchandising standards.

Customer Experience & Reputation

• Own CSI and NPS performance, including proactive outreach, recovery processes, and feedback loops.
• Manage online reputation and social feedback, implementing root-cause solutions for service recovery.
• Ensure facilities and customer touchpoints consistently deliver a professional, welcoming experience.

Compliance, Safety & OEM Relations

• Ensure adherence to OEM standards, reporting requirements, and audit expectations.
• Maintain compliance with provincial consumer protection, privacy, finance, and regulatory requirements.
• Enforce health, safety, and environmental standards across all departments.
• Build and sustain strong relationships with OEM field teams, lenders, and strategic partners.

People, Process & Continuous Improvement

• Standardize core dealership processes across sales, F&I, service, and parts.
• Implement KPI dashboards, performance reviews, and continuous improvement initiatives.
• Lead special projects including facility upgrades, technology implementations, and operational expansions.

 

 

QUALIFICATIONS

• 8–10+ years of progressive automotive retail leadership experience within high-volume operations.
• Previous General Manager or senior multi-department leadership experience required.
• Strong command of OEM programs, guest experience standards, and compliance expectations.
• Proven success in full P&L ownership, strategic planning, and performance improvement.
• Advanced proficiency with DMS, CRM platforms, digital retailing tools, and analytics dashboards.
• Deep understanding of Western Canadian automotive regulatory requirements.
• Exceptional leadership, communication, coaching, and change management capabilities.
• Valid driver’s license with a clean driving abstract.

 

KEY COMPETENCIES

• Commercial Acumen: Data-driven decision making; sharp pricing, inventory, and capacity management.
• Customer Obsession: Designs memorable experiences; closes feedback loops.
• Operational Excellence: Process discipline, standard work, and continuous improvement.
• Talent Builder: Hires for culture and performance; elevates managers.
• Integrity & Compliance: Sets the bar on ethics, safety, and regulatory adherence.
• Community Presence: Represents the dealership credibly with local partners and events.

 

FOR MORE INFORMATION, PLEASE CONTACT

DARYL HENRY | T: 403.718.5078| E: [email protected] | www.richardsonsearch.ca