Store Manager
Job Summary:
The Store Manager (SM) will regularly exercise discretion in managing the overall operation of the store. This job requires working in and on the business. You must be a decision maker and a delegator, but also a doer when the demands of the operations require it. A majority of time is spent supervising and directing the workforce, making staffing decisions, and overseeing confection production. The SM is responsible for maintaining proper labor overhead and costs of goods levels while building sales revenue. In addition, the SM will be responsible for customer satisfaction, team member supervision, scheduling, merchandising, quality control, and maintaining a well-trained team. Flexibility, strong communication skills, leadership, and the desire to provide an excellent experience for customers is crucial to success in this position.
Qualifications:
- Experience with directly managing people - hiring, developing, leading, performance reviews
- Experience with customer service experience
- Previous sales and retail management experience
- Proficient in Microsoft tools such as Outlook, Excel and Word
- Time management skills
- Being coachable, able to coach
- Leadership skills
- Previous franchising experience preferred
- College degree preferred
Physical Requirements/Work Environment:
- Must be able to occasionally lift 50 pounds
- Must be able to stand for long periods of time in retail store or training environment
Essential Functions:
- Leadership: Set goals and model success in all aspects of store operations. Constantly review the store environment and key business indicators to identify problems, concerns, and opportunities for improvement.
- Integrity and Honesty: Provide integrity, honesty, and knowledge that promotes the culture, values, and purpose of Kilwins Brand. Manage with integrity, honesty, and fairness.
- Growth and Profitability: Identify, develop, and implement strategies to increase profitability (e.g., corporate sales, hotel marketing, take-it-home, and fudge sales). Work with Store Owner and Franchise Relations team to ensure the Kilwins proven model is followed.
- Training and Development: Uphold alignment of all training systems with Kilwins brand standards and expectations for franchise stores. Oversee hiring, training, and scheduling team members. Ensure proper paperwork and filings are completed.
- Customer Relationships: Promote and model Best Practices for building customer relationships and growing the business. Exceptional hospitality is a top priority. Displays a “Customer Comes First” attitude by training and holding people accountable for delivering exceptional customer service.
- Operational Management: Demonstrate the ability to independently run a store location and meet all budget goals. Ability to manage store operations independently and cover entire shifts as needed. Address issues with the team in a timely, respectful, and professional manner.
- Store Atmosphere: Maintain an excellent store atmosphere, functionality, and appearance by paying attention to inventory, cleanliness, and positive attitudes. An energetic personality who enjoys the retail environment and creates a fun and exciting store environment for everyone.
- Inventory and Quality Control: Manage inventory, placing orders to KQC and non-KQC vendors, and keep close tabs on profitability. Manage production of special, corporate, and holiday orders.
- Team Development: Ability to build the strength and knowledge of the team through cross-training, effective feedback, and follow-up. Displays a positive mental attitude and example by behavior for the team members.
- Communication: Excellent communication with team members and guests. Provide coaching direction and take action to achieve operational goals.
- Problem Solving: Constantly review the store environment and key performance indicators to identify problems, concerns, and opportunities for improvement.
- Work Schedule: Must be able to work in the store during the busiest time on a daily and weekly basis including days, evenings, nights, weekends, and holidays.
- Technical Skills: Office organizational skills and POS management. Ability to understand all aspects of the online store operations and assist if needed.
- Equipment Maintenance: Manage maintenance of appliances; freezers, dipping cases, walk-in coolers, etc., with regularly scheduled appointments to address issues, filters, cleaning, etc.
- Cleaning Duties: Manage general cleaning duties daily, weekly, monthly, and annually as needed; daily and deep cleaning is a priority.
- Adherence to Standards: Ensure adherence to corporate recipes, food safety guidelines, and quality control.
- Team Management: Assists in maintaining adequately trained staff levels and adherence to applicable wage and hour laws. Work to ensure busy times like nights, weekends, and holidays are covered.
- Leadership Participation: Participate regularly in leadership activities including but not limited to groups, weekly calls, and more.
Knowledge, Skills, and Abilities:
1. Leadership skills, with the ability to coach and mentor others
2. Customer service oriented with a great personality and demeanor
3. Ability to multi-task and meet deadlines
4. Effectively manage conflict
5. Manage store operations independently
6. Knowledge of and ability to use all online and support systems
7. Organizational and planning skills
8. Problem-solving skills
9. Team-building skills
10. Ability to handle confidential and sensitive information
11. Knowledge of proper food handling and sanitation procedures
12. Ability to manage and follow established documentation system
13. Must have exceptional written and verbal communication skills in the English language
Other Duties:
Please note this job description is not intended to cover a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Individuals may perform other duties as assigned.