General Manager Ingrams Water & Air Equipment (IWAE)

Location:

Hickory, Kentucky (onsite) Reports to:

Chief Operating Officer, IWAE Classification:

Full-time, exempt Direct reports: Sales, Customer Service, and Marketing team leads About IWAE Ingrams Water & Air Equipment (IWAE) is a leading online retailer of HVAC equipment, including ductless mini-split systems, heat pumps, furnaces, and related accessories. IWAE serves homeowners and contractors nationwide through iwae.com. Position Summary The General Manager holds full profit-and-loss responsibility for IWAE and leads its three core functions: Sales, Customer Service, and Marketing. This is a hands-on leadership role accountable for growing revenue, restoring and protecting gross margin, elevating the customer experience, and strengthening IWAE's position as a premier online HVAC retailer. The GM reports directly to the Chief Operating Officer of IWAE and works closely with IWAE leadership on pricing, inventory, and channel strategy. Key Responsibilities P&L and Business Management Own the complete IWAE P&L, including revenue, gross margin, operating expense, and contribution targets. Develop annual operating plans, budgets, and forecasts; report performance to the COO on a defined cadence with variances and corrective actions clearly surfaced. Manage pricing discipline in coordination with IWAE pricing policy, balancing competitiveness with margin protection. Identify and eliminate margin leakage across freight, returns, promotions, and discounting practices. Sales Leadership Lead the sales team to hit revenue and margin targets across consumer and contractor segments. Establish clear quotas, pipeline discipline, and performance metrics for inside sales. Grow average order value through attach-rate strategies on accessories, line sets, tools, and installation-related products. Customer Service Leadership Own the end-to-end customer experience from pre-sale inquiry through post-sale support, warranty coordination, and returns. Set and manage service-level standards for response time, resolution time, and customer satisfaction. Reduce return and dispute costs through better pre-sale fitment guidance and post-sale support processes. Marketing and E-Commerce Direct digital marketing strategy across paid search, SEO, email, and promotional calendars to drive qualified traffic and conversion.

Own site merchandising:

category structure, product data quality, search and filtering, and landing-page experience. Ensure the online catalog is complete, accurate, and aligned with demand — closing category gaps and pruning dead or empty categories. Manage marketing spend to ROAS and customer-acquisition-cost targets. Team Leadership and Operations Hire, develop, and retain team leads and staff across all three functions; set goals and conduct performance reviews. Build cross-functional rhythm between sales, service, and marketing so promotions, inventory position, and staffing stay aligned. Coordinate with IWAE operations on inventory availability, allocation, and new product launches. Qualifications Required 7+ years of progressive leadership experience in e-commerce, retail, distribution, or a related consumer-products business, including 3+ years managing multiple functions or a full business unit. Demonstrated P&L ownership with a track record of improving gross margin and controlling operating costs. Experience leading sales and customer service teams with measurable performance systems. Working command of digital marketing and e-commerce fundamentals: paid media, SEO, conversion optimization, and site merchandising. Strong analytical skills; comfortable building and defending plans with data. Willingness to work onsite in Hickory, Kentucky. Preferred HVAC, building products, or technical consumer-durables industry experience. Experience with Magento or comparable e-commerce platforms and with ERP-driven operations (NetSuite a plus). Experience serving both homeowner (DIY) and professional contractor customer segments. Success Measures — First 12 Months IWAE gross margin improved against baseline, with documented drivers. Revenue growth at or above plan without margin dilution. Customer service SLAs defined, measured, and consistently met. Catalog and merchandising gaps closed; site conversion rate improved. Stable, accountable leadership team in place across sales, service, and marketing. Compensation and Benefits Competitive base salary plus performance incentive tied to

IWAE P&L

results. Benefits package includes health coverage, retirement plan, and paid time off. [Finalize range and incentive structure prior to posting.] Equal Opportunity IWAE is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Paid time off Vision insurance Ability to

Commute:

Hickory, KY 42051 (Required)

Work Location:

In person