The posting
The Location Leader is responsible for day-to-day operations, customer service standards, being a company ambassador to the community, the overall financial performance of the location/s, and Team Member development that creates, supports, and sustains a high-performance, innovative and family-centric culture.
Overview & Responsibilities:
- Builds and maintains a strong “brand” by building relationships in the community, staying innovative with social media, i.e., Facebook, Instagram and keeping the individual brand aligned with the business segments
- Ensures every client family is presented with all service and merchandise options – Every Family, Every Option, Every Time, communicating the importance of a differentiated guest experience by clearly articulating the value of ShareLife®
- Contributes to the overall efficiency of the location by maintaining open and effective communication and maintaining accurate and timely client files.
- Maintains customer service standards as implemented for appropriate brand/s
- Leads facility management to include ensuring the fleet of vehicles and all areas of the building and grounds, i.e., landscaping, painting, and parking lot are adequately maintained
- Leads and oversees, and manages all financial components, including vendor relationships, i.e., signing checks, annual budgeting, accounts payable and receivable, labor management, daily sales outstanding (DSO), revenue, and EBITDA for the locations
- Leads monthly and quarterly financial and business reviews with Team Members, drives revenue, sales, and business results
- Leads all disaster relief efforts in partnership with supervisor, i.e., hurricanes, winter storms, tornadoes, etc., to ensure Team Members, client families, and building are safe and secure
- Partners with home office department leaders, i.e., marketing, finance, human resources, and IT, by maintaining regular ongoing two-way communication
- Acts to improve market share through membership through board/officer participation of at least one community organization, i.e., rotary, regularly participates in at least two community events, and groups and other community relationships as assigned by your supervisor
- Identifies potential acquisitions
- Carries out other assigned projects and duties, i.e., car washing, building/equipment repair, and pre-need arrangement planning
- Participates in weekly update calls with the supervisor to share and exchange resources and ensure goals are being met
- Oversees all Team Members participating in services, ensuring that each team member understands their role and professionally represents the location
- Leads and oversees all employee relations, i.e., staffing to meet business needs, onboarding and training of new hires, talent review and succession planning, coaching and development
- Leads all labor-management components for the location/s Team Members, i.e., scheduling, labor margins, overtime, timecards
- Oversees pre-need production, including managing the budget, staffing for pre-need sales, and ensuring At-need families are aware of future pre-need offerings
- Leads initial transfers of decedents, embalms, dresses, cosmetizes, caskets, and prepares deceased on a needed basis (per appropriate licensing) to the instructions obtained from the family
- Completes tasks and details resulting from the arrangement conference
- Ensures proper paperwork, including permits and certificates, is completed timely and in accordance with relevant laws and regulations
- Supervises and supports funeral services regularly oversees all post-service follow-up as needed, understands family surveys, and can address concerns and complaints with the family providing feedback
- Utilizes systems/technology, i.e., arrangement conference technology, to review merchandise options, enter contracts, and complete necessary forms during arrangement conversation
- Leads a team of funeral directors and Team Members with the ability to address and effectively resolve concerns and complaints, and support the customer interaction experience while building strong relationships with peers and direct reports
- Works in event planning, i.e., catering, community events, graveside, funeral arrangement, floral
- Manages all labor cost systems effectively, i.e., knowledge of effective and ineffective scheduling, minimizing overtime
- Manages to clearly understand and use various forms of technology and communications, i.e., online portals, social media, email, live webinars, text, and phone
- Performs the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and quantitative productivity standards
Required Education & Technical Skills:
- High school diploma or the equivalent
- Valid state-issued funeral director license (as per state licensing requirement)
- Experienced decedent care, i.e., embalming (per state requirements)
- Minimum of one to three years of management experience and the funeral industry combined is preferred
- Keep all licenses and continuing education requirements current and in good standing
- Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint)
- Availability to work on-call/first call, in rotation as assigned, i.e., phone, face to face, at the hospital, hospice, residence as needed
- Models and demonstrates empathy, emotional intelligence, and a mindset of servant leadership to all internal and external stakeholders
- Organizational and planning skills; time management skills, and the ability to prioritize work
- High attention to detail and accuracy, with excellent follow up skills
- Strong verbal and written communication skills
- Ability to stand for two or more hours without rest
- Ability to lift to 150lbs safely
- Valid state-issued driver’s license with a clear driving record
#HP2023
