Kilwin’sRetail Store Manager Job Description

Reports to:Franchise Owner

Supervises: Production and Sales Staff, Shift Supervisors

JOB SUMMARY

The store manager is required to regularly and customarily exercise discretion in managing the overall operation of the store. A majority of time is spent supervising and directing the workforce and making staffing decisions. The manager is responsible for keeping labor, overhead and food costs down while increasing sales. Must have a clear understanding of the shoppe’s business goals. Responsible for customer satisfaction, employee supervision/scheduling, merchandising, quality control, training and retraining.

Working weekends and many nights until 11:30pm is mandatory. Average work week is 50-60 hours on your feet.

ESSENTIAL FUNCTIONS

  1. Leadership – setting goals for the work group, developing organizational capability, and modeling how we work together.
  2. Demonstrates a calm demeanor during periods of high volume or unusual events and manages smooth transitions thereafter to keep store operating to standard and to set a positive example for the store team
  3. Displays a “Customer Comes First” attitude by training and holding co-workers accountable for delivering exceptional customer service.
  4. Responsible for overall store atmosphere and appearance.
  5. Manages with integrity, honesty and knowledge that promotes the culture, values and mission of Kilwin’s.
  6. Plans, identifies, communicates, and delegates appropriate responsibilities and practices to co-workers to ensure smooth flow of operations.
  7. Provides coaching and direction to co-workers to take action and to achieve operational goals. Constantly reviews store environment and key business indicators to identify problems, concerns, and opportunities for improvement to provide coaching and direction to the store team to achieve operational goals.
  8. Ensures adherence to applicable wage and hour laws for nonexempt co-workers and minors.
  9. Uses all operational tools to plan for and achieve operational excellence in the store.
  10. Uses discretion in accessing external resources to support store operations.
  11. Actively manages co-workers by regularly conducting job assessment, performance reviews, providing feedback, and setting challenging goals.
  12. Trains and re-trains staff whenever necessary and uses online training systems.
  13. Quality control.
  14. Banking/deposits.
  15. Bookkeeping.
  16. Hiring/firing.

ADDITIONAL RESPONSIBILITY

  1. Process invoices.
  2. Track employee progress.
  3. Greets and waits on customers.
  4. Answers customer questions and makes sales suggestions.
  5. Answers the phone and takes phone orders.
  6. Restock and set up displays, merchandising.
  7. General cleaning: dust, sweep, mop, wash windows, take out trash.
  8. Runs cash register, weighs, and prices.
  9. Pack boxes and baskets.
  10. Prepares/makes waffle cones.
  11. Make products.
  12. Puts away, rotate stock.
  13. Changes/updates signage.
  14. Merchandising.

KNOWLEDGE, SKILLS AND ABILITY

  1. Must be customer service oriented with a good personality and manners.
  2. Ability to operate cash registers and count back change.
  3. Ability to work well with others, be a good listener and follow as well as give directions.
  4. Must be a role model with good work ethics.
  5. Ability to work when needed, which includes covering for “no show” employees.
  6. Must read and speak English, and have good communication skills.
  7. Ability to manage store operations independently
  8. Ability to manage effectively in a fast-paced environment
  9. Ability to manage multiple situations simultaneously
  10. Ability to manage resources to ensure that established service levels are achieved at all times.
  11. Interpersonal skills
  12. Knowledge of customer service techniques
  13. Knowledge of supervisory practices and procedures
  14. Organization and planning skills
  15. Strong operational skills in a customer service environment
  16. Strong problem-solving skills
  17. Team-building skills
  18. Ability to communicate clearly and concisely, both orally and in writing
  19. Strong leadership skills, with the ability to coach and mentor others
  20. Must be able to effectively communicate with and direct a staff of 25 teenagers.
  21. Ability to plan and prioritize workload
  22. Ability to handle confidential and sensitive information

EDUCATION AND EXPERIENCE

  1. Previous sales and management experience helpful, but not necessary.
  2. Ability to follow and give directions/instructions during training period.
  3. High School or GED

PHYSICAL REQUIRMENTS

  1. Must be able to lift 40 pounds.
  2. Must be able to stand for long periods of time in retail store environment.
  3. Must be able to cook and paddle several 16-20 pound batches of fudge per day.
  4. Must be able to scoop ice cream for several hours at a time.

Kilwin’s Chocolates Franchise, Inc. authorizes that this document may be reproduced.