General Manager

Salary: $100,000-130,000

Location:
80 Bentley Street Markham (Head Office) – Travel to store locations required

HYBRID ROLE: Must be available to work in the store as a barista on some days and field technician (traveling) on other days.

Availability: Must be available to work evenings, weekends, and holidays for the barista role.

Founded in Toronto, Real Fruit Bubble Tea

Reports to:
CEO and Executive Director

Company:
Real Fruit Bubble Tea Inc.

About Real Fruit Bubble Tea

Founded in Toronto in 2002, Real Fruit Bubble Tea Inc. ("RFBT") is committed to making fresh fruit drinks healthy and accessible for everyone to enjoy. With over 137 locations across Canada and the USA and rapid expansion underway, we are looking for high-performing leaders who want to grow with us. There is huge potential for advancement, and we welcome anyone who is ready for a challenging yet rewarding journey.

Position Summary

Reporting to the CEO and Executive Director, the
General Manager, IT / Projects / Engineering
is responsible for leading three key functions:

• IT Services & Infrastructure (Head Office & Stores)
• Projects & New Store Development (Construction / Renovations)
• Engineering & Store Systems (equipment, layout, technical standards)

This role provides strategic direction, oversees day-to-day execution, and ensures that all technology, construction, and engineering initiatives support RFBT's growth, brand standards, and operational excellence. The GM will manage and mentor managers and teams across these three areas and work closely with executives, regional managers, landlords, and external partners.

Key Responsibilities

1. IT Leadership & Service Management

• Oversee all IT operations for head office and store locations, including POS (e.g., Nown), network and internet connectivity, debit/credit terminals, kiosks, and related systems.
• Lead the IT team to deliver reliable, scalable, and secure technology services that support daily operations and growth.
• Act as the senior IT liaison with RFBT leadership, store management, and regional managers to understand business needs and translate them into technology solutions.
• Ensure effective support processes and escalation procedures for store and head office users.
• Lead the development, implementation, and maintenance of IT policies, SOPs, service offerings, and service level agreements (SLAs).
• Stay current on relevant technology trends, tools, and best practices in retail/food service environments.

2. Projects & New Store Development

• Oversee the Projects department, including Project Managers, Construction Officers and Project Coordinators.
• Lead all phases of new store development and renovation projects (from concept to opening), ensuring alignment with RFBT's brand, standards, and expansion strategy.
• Introduce, set up, and maintain an efficient
  Construction Management System
  to monitor multiple projects, schedules, budgets, and milestones.
• Liaise effectively with mall management, architects, interior designers, engineers, general contractors, landlords, and local authorities.
• Develop and review comprehensive project plans and specifications, ensuring projects meet timeline, budget, quality, and regulatory requirements.
• Negotiate and manage vendor contracts; ensure required building permits are obtained, tracked, and closed in a timely manner.
• Oversee documentation flow (contracts, agreements, invoices) and ensure timely submission to Finance and Accounting.
• Develop long-term project and construction strategies to support fast expansion across North America.

3. Engineering & Store Infrastructure

• Oversee engineering standards for store layouts, equipment, and technical systems (e.g., HVAC, electrical for equipment, kitchen workflow, kiosks).
• Ensure store infrastructure supports operational efficiency, safety, and brand experience.
• Research and approve equipment, materials, and tools appropriate for store operations and longevity.
• Partner with Operations and Projects to continuously improve store design for better throughput, customer experience, and staff ergonomics.

4. People Leadership & Cross-Functional Collaboration

• Lead, coach, and develop managers and team members across IT, Projects, and Engineering, ensuring clear expectations and high performance.
• Provide regular feedback, performance reviews, and development plans.
• Foster an inclusive, energetic, and collaborative work environment.
• Work closely with Operations, Finance, HR, Marketing, and Regional Managers to ensure alignment of technology, construction, and engineering initiatives with business needs.

5. Strategy, Governance & Continuous Improvement

• Develop and execute multi-year roadmaps for IT, Projects, and Engineering that support RFBT's strategic growth.
• Establish and monitor KPIs for system uptime, project delivery, budget adherence, and store readiness.
• Implement best practices in project management, change management, and risk management.
• Drive continuous improvement initiatives based on data, feedback from stores, and evolving business priorities.
• Perform regular visits to store locations across Canada and the USA to understand on-the-ground realities and support major projects.

Qualifications & Experience

• Education:
  Bachelor's degree in Engineering, Construction Management, Computer Science, Information Systems, or a related field.
• Project Management certification (e.g., PMP or equivalent) is an asset.

Experience:

• 8+ years of progressive experience in IT, construction project management, engineering, or multi-site retail operations.
• Minimum 3–5 years in a
  management or senior leadership
  role overseeing cross-functional teams.
• Strong experience with
  retail construction and renovations
  , ideally within food service or multi-unit chains.
• Demonstrated proficiency in estimating, scheduling, budgeting/cost control, and vendor/contractor management.
• Experience with POS systems and store technology; food industry POS experience preferred.
• Ability to interpret architectural drawings, blueprints, and technical documents.

Skills & Competencies:

• Strategic planning and execution skills; able to build and deliver on multi-year plans.
• Strong leadership, coaching, and team development abilities.
• Excellent communication skills in English (written and verbal); Mandarin is a strong asset. Other languages (Cantonese, French) are an advantage.
• Strong interpersonal skills with the ability to work effectively with diverse stakeholders (internal teams, landlords, external vendors, government bodies).
• Highly organized with strong time-management skills; able to manage multiple concurrent projects and priorities.
• Proven ability to work under pressure and meet tight deadlines.
• Problem-solver who thinks "outside the box" and can make sound decisions quickly.
• Valid driver's license and willingness to travel to different stores as well as HQ

Ideal Candidate Profile

• Entrepreneurial mindset and hands-on attitude – willing to be "on the floor" and at sites when needed.
• Results-oriented with a track record of delivering projects on time, within budget, and to a high standard.
• Collaborative leader who builds trust, encourages idea-sharing, and drives cross-departmental alignment.
• Adaptable and comfortable with change in a fast-growing, evolving environment.
• Passionate about building systems and teams that support long-term growth.