Retail Store Manager

The manager over time becomes the “face” of the store – recognizable to the customers. The manager’s primary role is to organize the retail store’s operations and delegate responsibilities and duties to store personnel. The manager will supervise and guide all staff towards maximum performance – focusing on sales, suggestion selling and minimizing waste to control costs. The person in this position will manage the flow of merchandise into the store and prepare it for sale. This individual should set the tone for fun, inclusivity, and be an example of how to provide exceptional customer service to every customer, with an authentic friendly demeanor and an easy manner of interacting with customers and making them feel comfortable in the store.

Reports to: Store President ( who maintains a hands-off management style)

Specific Duties:

General Guidelines:

• Follow all rules regarding food safety and sanitation.
• Provide exceptional customer service and set an example for others to follow.
• Complete the ServSafe program as required.
• Assist with sales and customer service as needed.
• Fully learn the store’s inventory and maintain deep product knowledge and the ability to share it with our customers; act as a resource.
• Follow social media posts diligently for learning and to anticipate customer requests.

Staffing:

• Hire staff as needed to maintain adequate customer service levels throughout the year.
• Maintain Human Resources files on employees.
• Train employees on customer service expectations, friendliness, ice cream information, cheese information, and POS use.
• Coach staff as needed to maximize every employee’s potential.
• Discipline employees as needed and provide adequate documentation of warnings and reprimands.
• Terminate employees if necessary.
• Prepare weekly staff work schedules using the When I Work app – preferred two to three weeks in advance.
• Anticipate staffing level changes based on seasonality and be proactive about adding staff as needed.
• Clean up employee clock-ins and clock-outs on the POS prior to every payroll.

Maintain inventory and/or delegate responsibilities.

• Check in merchandise
• Document damaged goods
• Enter product into POS system. Update pricing as necessary.
• Stock shelves, with surplus stored neatly in the basement stockroom.
• Maintain a first-in/first-out system of rotating stock to minimize expiration loss.
• Monitor slow-moving merchandise for clearance markdowns prior to expiration.
• Maintain inventory on supplies, including ice cream ingredients, office supplies, janitorial supplies, and ice cream cups, napkins and spoons. Notify the proper person when things need to be ordered – long before we run out.
• Maintain ice cream inventory – a running count on 24 flavors and which are low, out and anticipate needs before they’re an emergency.
• Ensure ice cream ingredients are ordered in plenty of time (each vendor has different turn-around times).
• Provide input for new products and monitor customer suggestions.

General Housekeeping or delegate responsibilities

• Maintain petty cash/change for POS stations.
• Ensure the store is clean and presentable.
• Pick up packages at the post office.
• Retrieve voice messages and follow up as necessary.
• Maintain your work email accounts and remain current with correspondence and customer follow-up.
• Maintain invoices and filing system, especially for off-sale.
• Ensure laundry is done.
• Shovel snow in the wintertime (city and a paid service are also used).
• Maintain display tables in a creative, on-brand manner.

Sales:

• Maintain a laser focus on Customer Service and set an example for the remaining staff.
• Contribute to sales as needed, whether it be ice cream, off-sale liquor, or cheese.
• Maintain a running log of customer requests and special orders.
• Suggestion sell or cross-sell to other areas of the store.
• Assist with special events, catering and networking opportunities.

Devise plans to increase sales over last year’s results:

• Suggestion Selling
• Laser focus on Customer Service
• e-Commerce
• Corporate Gifting Programs
• Gift Basket programs
• Subscription services for winter snowbirds

Qualifications:

• Full time position – 32-40 hours per week.
• Extensive customer service experience and background preferred; strong sales abilities
• Management experience preferred.
• Culinary/entertaining/travel experience preferred.
• Proactive and self-motivated.
• Effective interpersonal skills; effective in maintaining a safe/inclusive working environment.
• Excellent customer service skills with the ability to sell and recognize sales opportunities with customers.
• Highest standards of ethics, trustworthiness and integrity, humble, making our customers feel comfortable and important .
• Outstanding verbal and written communication skills.
• Ability to operate basic business software programs/POS terminals.
• Highly organized and able to adapt quickly to changing priorities.
• Self-motivated to succeed, meet deadlines and follow through on tasks.
• Strong attention to detail for accuracy in all facets of the position.
• Ability to multi-task effectively, especially during busy periods.
• Ability to monitor others to follow policies and procedures.
• Ability to work days, some evenings, some weekends and some holidays.
• Ability to lift and carry up to 50 lbs.
• Ability to walk and stand for long periods of time.