RETAIL GENERAL MANAGER
Coast Spas Lifestyles | Langley, BC
Lead Canada's Largest Hot Tub, Swim Spa & Cold Plunge Showroom
About Coast Spas Lifestyles
Coast Spas has been manufacturing premium Hot Tubs, Swim Spas, and Cold Plunges in Langley, BC since 1990. Coast Spas Lifestyles is the retail face of that heritage — Canada's largest Hot Tub, Swim Spa, and Cold Plunge showroom, and a destination retail experience where customers come to discover, compare, and invest in products that transform their backyards and their wellbeing.
We are building a culture of excellence, accountability, and genuine customer care. This role is central to that mission.
The Opportunity
We are seeking an experienced, results-oriented Retail General Manager to lead our flagship Langley showroom. This is an exceptional opportunity for a retail leader with a proven track record of converting showroom traffic into sales, building high-performing sales teams, and delivering an outstanding customer experience in a premium retail environment.
Reporting directly to the Group President & CEO, you will operate the showroom as a standalone business unit with full accountability for its revenue, profitability, customer experience, and people. You will lead a team of seven, comprising:
● 3 Retail Sales Consultants
● 1 Service Coordinator
● 2 Front Desk Customer Service Representatives
● 1 Warehouse Operator
This is a highly visible, hands-on leadership role where success is measured by your ability to convert customer enquiries into sales while building a culture of exceptional service and accountability. Weekend availability is required — our highest-traffic sales days are Saturday and Sunday.
What's In It For You
● $85,000 base salary plus a monthly sales bonus of up to 15% — putting total on-target earnings at $97,750 or more for a strong performer.
● Direct reporting line to the Group President & CEO — your voice matters and your results are recognised at the highest level.
● Lead a team of seven across sales, service, customer care, and operations — genuine general management scope, not just a store manager role.
● Canada's largest showroom as your stage — premium products, high-value transactions, and a customer base that is genuinely invested in what you sell.
● A company with 35+ years of manufacturing heritage behind the brand you're selling.
Key Responsibilities
Sales Leadership & Showroom Conversion
● Lead, coach and inspire the retail sales team to consistently exceed daily, weekly and monthly sales targets.
● Maximise conversion of walk-in showroom traffic into qualified opportunities and completed sales.
● Develop a high-performance sales culture focused on customer engagement, consultative selling, and closing.
● Conduct daily sales meetings, coaching sessions and pipeline reviews.
● Monitor sales KPIs and implement strategies to improve conversion rates and profitability.
● Create an engaging showroom environment that inspires customers to purchase.
● Ensure every customer receives a professional consultation and premium buying experience.
● Monitor customer follow-up processes to maximise closing ratios.
Customer Experience
● Deliver an exceptional customer experience from initial enquiry through delivery, installation, and after-sales service.
● Ensure every customer interaction reflects Coast Spas' premium brand standards.
● Resolve customer concerns promptly, professionally and to a high standard.
● Build long-term customer relationships that generate referrals and repeat business.
● Oversee service coordination, warranty support and customer care processes to ensure seamless post-purchase experience.
Operations & Inventory Management
● Oversee all showroom operations including sales, deliveries, service coordination, customer care, warranty support, and inventory management.
● Ensure showroom presentation consistently reflects the Coast Spas premium brand standard.
● Manage inventory accuracy through weekly cycle counts and monthly reconciliations.
● Ensure compliance with purchasing procedures, receiving processes, and inventory controls.
● Ensure deposits, payment collection, and sales documentation are completed accurately and on time.
● Ensure operational procedures are consistently followed across all functions.
Financial Performance
● Monitor showroom revenue, gross margins, and operating performance against targets.
● Provide regular performance reporting to the Group President & CEO.
● Identify opportunities to improve profitability through margin management, cost control, and sales growth initiatives.
Team Leadership & Development
● Recruit, onboard, coach, and develop a high-performing team of seven across sales, service, customer care, and warehouse functions.
● Conduct regular one-on-ones and formal performance reviews.
● Foster a positive, accountable, and customer-focused team culture.
● Lead by example through active personal participation in the sales process.
● Manage scheduling, attendance, and day-to-day HR matters in accordance with company policy and BC employment standards.
What You Bring
Essential Requirements
● Minimum five (5) years' experience managing a high-performing retail showroom, preferably selling premium, luxury or high-ticket consumer products.
● Demonstrated success converting walk-in retail showroom traffic into sales.
● Proven experience leading and developing consultative retail sales teams.
● Strong understanding of retail sales conversion metrics, closing techniques, and customer buying behaviour.
● Strong commercial acumen with experience managing sales targets, gross margins, and operating performance.
● Experience managing inventory and retail operations.
● Excellent leadership, coaching, and communication skills.
● Highly organised with strong problem-solving ability.
● Passion for delivering outstanding customer experiences.
Strongly Preferred
● Experience in a premium showroom environment where customer experience is a key competitive differentiator.
● Familiarity with a consultative, multi-visit sales cycle involving significant customer investment.
● Experience managing a multi-function team across sales, service, and operations.
Industry Experience — Asset
Experience in premium retail categories will be considered a strong asset, including:
● Hot tubs, swim spas, pools, or outdoor living products
● Furniture, appliances, or home improvement
● Automotive, RV, or recreational vehicles
● Luxury home products, fitness equipment, or kitchens
● Any high-value, high-consideration retail environment
Key Performance Indicators
Success in this role will be measured by:
● Sales revenue vs. target
● Gross margin vs. target
● Showroom traffic conversion rate
● Average transaction value
● Lead response time
● Customer satisfaction scores
● Repeat and referral business
● Inventory accuracy
● Team performance and retention
● Operational compliance
Job Type: Full-time
Pay: $85,000.00 per year
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- Vision care
Flexible language requirement:
Experience:
- Retail management: 5 years (required)
Work Location: In person
