Melbourne, VIC | Full-Time | National Leadership Role

$150,000–$180,000 + Superannuation + Performance Incentives

Lead national sales and operations for an established Australian business that forms part of a globally recognised franchise network.

About the Company

We are an established national franchise business operating in the commercial services sector and part of a globally recognised franchise network with an extensive international presence.

Operating across all Australian states, our business supports approximately 200 franchisees delivering recurring commercial cleaning services to a substantial customer base.

Our operating model combines centralised sales, customer relationship management and operational support with service delivery through independently owned franchise businesses.

The business is entering its next phase of growth, with a focus on strengthening sales performance, improving operational efficiency, enhancing customer retention and developing a high-performing team.

We are seeking an experienced, commercially driven General Manager, Sales & Operations to lead our national sales and operational functions and take ownership of business performance.

The Opportunity

Reporting directly to the Director, you will be responsible for leading the day-to-day sales and operations functions across the national business.

This is a hands-on leadership position requiring someone who can develop and execute strategy, drive revenue growth, manage people and deliver measurable operational improvements.

You will oversee national commercial sales, customer retention, operational service delivery and the teams responsible for supporting our franchisee network.

You will work closely with state teams, sales personnel and franchise business managers to ensure consistent performance and accountability across the business.

We are looking for a proactive leader who takes ownership, makes decisions, holds people accountable and delivers results.

Key Responsibilities

Sales Leadership & Business Growth

Lead national commercial sales performance across all states.

Establish and drive sales targets, KPIs and accountability.

Improve lead conversion, pipeline management and sales processes.

Identify and implement strategies to grow recurring customer revenue.

Coach, mentor and develop sales personnel to improve individual and team performance.

Oversee major commercial sales opportunities, tenders and strategic client relationships.

Work with marketing and internal teams to improve lead generation and sales outcomes.





Develop strategies to increase revenue from existing customers through additional services and account growth.

Operations & Customer Retention

Take responsibility for national operational performance and service delivery.

Lead the operational support and performance of a national franchisee network.

Drive improvements in customer satisfaction, retention and contract renewals.

Reduce customer cancellations through proactive management and accountability.

Ensure franchisees receive effective onboarding, training, operational guidance and ongoing support.

Drive franchisee accountability for service quality, customer satisfaction and retention.

Oversee the allocation and successful commencement of new customer accounts with franchisees.

Work with franchise business managers to improve franchisee performance and resolve recurring service issues.

Identify operational inefficiencies and implement practical improvements.

Ensure customer complaints and service issues are addressed promptly and effectively.

People Leadership & Performance Management

Lead, mentor and develop geographically dispersed sales and operations teams.

Establish clear expectations, responsibilities and measurable performance standards.

Conduct regular performance reviews and hold team members accountable for results.

Identify capability gaps and implement appropriate training and development.

Build a proactive, performance-driven and collaborative culture.

Address underperformance promptly and constructively.

Develop team capability to support future business growth.

Take accountability for national commercial sales and operational targets.

Monitor recurring revenue growth, customer churn, sales conversion and productivity.

Work closely with the Director and Finance Manager to improve profitability and operational efficiency.

Analyse business performance and implement corrective actions where required.

Manage resources and expenditure in line with business objectives.

Identify opportunities to improve margins and overall business performance.

Ensure effective use of CRM, operational systems and management reporting.





Establish transparent performance dashboards and regular reporting processes.

Improve workflows, communication and accountability across the national business.

Work with specialist compliance and quality personnel to maintain operational standards.

Identify opportunities to improve efficiency, scalability and business performance.

Implement practical solutions and ensure improvements are embedded across the business.

About You

We are seeking an experienced leader with a proven track record in managing both sales and operations within a multi-site or geographically dispersed business.

You will ideally demonstrate:

Significant senior leadership experience in a General Manager, Head of Sales & Operations or similar role.

A proven ability to drive sales growth and improve business performance.

Strong operational management experience, preferably within a service-based business.

Demonstrated success in leading, coaching and developing high-performing teams.

Strong commercial acumen and an understanding of financial and operational KPIs.

Experience improving customer retention, service quality and operational performance.

The ability to make decisions, solve problems and execute plans independently.

Experience working within a franchise network, contractor-based business or decentralised service delivery model would be highly regarded.

The ability to influence and drive performance through independent business owners, not just direct employees.

Strong communication, organisational and stakeholder management skills.

A proactive, hands-on leadership style with a strong sense of ownership and accountability.

The ability to balance strategic thinking with practical day-to-day execution.

Experience in franchising, facilities management, property services, security, commercial cleaning or other recurring-revenue service businesses would be highly regarded, but is not essential.

What We Offer

A senior leadership opportunity within an established Australian business that forms part of a global franchise network.

Direct access to the Director, with genuine autonomy and decision-making authority.

Responsibility for shaping national sales and operational performance.

The opportunity to implement meaningful improvements and drive the next phase of business growth.

A competitive base salary of $150,000–$180,000 plus superannuation and performance incentives.

A Melbourne-based role with interstate travel as required.

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📌 General Manager, Sales & Operations (Melbourne)
🏢 Important Group
📍 Melbourne