Job Description
SUMMARY/OBJECTIVE: This individual in the GM role is a generalist, familiar with all areas of the business and able to coordinate processes and operations across the entire organization, vertically and horizontally. The general manager must speak the languages of finance and accounting, operations, sales, marketing, human resources and research and execution of various methods to drive the business the most profitable and smoothest course with empowering all associates. ESSENTIAL FUNCTIONS: Specific duties include, but are not limited, to the following: Build Systems and procedures to ensure the capacity of empowerment and subsequent leadership is informed adequately. Constant evolution of processes and expectations among every action trained for implementation across all departments. Develop “First Impression” values among front line and proper coaching of those values among remaining chain of command. Works with team leads and supervisors to implement and execute a bestinclass customer service model. Plan and Instill in associates the value of repeated customer visits and proper environment where the word "no" will not exist. Promote and monitor quality of service among staff through training and by acting as a positive role model in all applications of the business. Create "seamless customer service" by making every effort to find merchandise for customers if an item is not in stock or is not normally carried. Make staff personally available to all customers to communicate and identify their needs and address their questions or concerns. In conjunction with the corporate officers and retail management, formulate the revenue and expense goals. Ensure that goals will be met through appropriate planning and organization of staff, inventory, and expenses for short and longterm success. Develop and monitor business reinvestment plan via capital expenses, preventative maintenance and external resources for monitoring and maintaining facility. Develop a loss prevention program to protect the business’s assets. Support and coach, where applicable, for business leadership to hire for attitude, train for skill. Maintain open and positive relations with all internal levels of business, corporate, boards and community. Practice of above average implementation of the following core competencies: Leadership, HR, Marketing, Strategic Business Vision, Influencing and Communication, Solution Based Problem Solving. Develop a pool of potential managers/supervisors to meet the longrange objectives. Develop and implement an advertising or promotional plan that will maximize retail sales while minimizing “waste”. Develop a merchandising plan each season that enhances product presentation, includes signage or POP, and makes the establishment an easy and relaxing place to shop. Ensure that the facility follows all the laws and applicable regulations. Maintain safe working conditions for associates and customers; resolve safety concerns quickly. Ensure business security from internal and external theft and know the proper apprehension and prosecution procedures. Research and implement measures to help ensure proper distribution goals from each profit center, minimize overall expenses, and drive all profit goals. OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. EXPECTATIONS/ABILITIES: Strong attention to detail. Must be able to operate calmly while in a fastpaced environment. Strong commitment and daily ability to coach on customer service. Above average written and oral communication skills. Effective time management and organizational skills. Must be detail oriented. Ability to solve problems with minimum supervision and understanding of being empowered and accountable. Possess strong computer skills with proficiency in Microsoft Office programs. Ability to utilize a financial calculator. Ability to operate basic office equipment such as copier, fax, laminator, scanner, and telephone. Comply with and consistently execute the specific ‘Fundamentals of Customer Service’ when engaging with customers. SUPERVISORY RESPONSIBILITY: Direct reports consisting of Operations Management and other mid-level management. WORK ENVIRONMENT: This job operates in a full-service grocery and convenience store format. Changing temperature environments, manual labor in floor stocking or exterior maintenance that could consist of lawn or snow equipment, range of chemi