Retail Division General Manager

Description

JOB SUMMARY

As the Retail General Manager, you will play a crucial role in overseeing the efficient operations of our retail and dining establishments. Directly reporting to the executive leadership team, you will lead a team comprising Unit GMs, a Category Manager, and the Area Business Manager responsible for franchise operations. Your primary focus will be on preserving our company culture, ensuring outstanding customer experiences, providing leadership and development for unit leaders, and upholding high standards of service. It is essential to ensure operational excellence in alignment with our Mission and Core Values across all aspects of our retail operations.  The critical aspects of this role include upholding the company's mission and vision to guarantee exceptional service in our markets and maintain an exceptional workplace for our associates. Maintaining strict confidentiality is imperative, given your key role and exposure to information not typically disclosed to the general public. Due to the dynamic business environment, there is a possibility that some responsibilities associated with this position may undergo changes at any time.

ESSENTIAL JOB FUNCTIONS

Divisional Strategy

• The GM is responsible to develop and execute strategic plans for each business segment, aligning with overall company objectives.
• The GM is responsible to stay informed and knowledgeable about industry trends and market dynamics to make informed business decisions.
• The GM is responsible to Adjust strategies as needed to adapt to changing business environments both nationally and especially locally.

Financial Management

• The GM is responsible for the division’s financial performance as it relates to costs, margins, expenses and operational profitability according to the approved budget.
• The GM is responsible for driving and generating sales through external sources and through normal patronage of customers daily.
• The GM is responsible for creating formal reports for Quarterly Variances for each location with specifics related to the company’s key drivers and ensuring we are meeting our projected margins/volumes and adjust were needed.
• The GM is responsible for reviewing monthly category reports with the Category Manager to ensure that all margins are met along with volumes according to budget. 
• The GM is responsible for developing and implementing strategies to achieve business financial goals.
• The GM is responsible to implement cost-control measures and optimize revenue streams across all business segments.

Departmental Leadership

• The GM is responsible for recruiting, develop, supporting and maintaining key management members that are our culture fit with our goals and objectives.
• The GM is responsible for ensuring the care, repair and maintenance of all equipment used in the operations according to TMG standards.
• The GM is responsible for ensuring that all team members follow safety guidelines and procedures and promote a safe working environment.
• The GM is responsible for ensuring that the company culture is present in all areas of the division and especially with their management team.
• The GM is responsible for understanding and having the ability to navigate through the POS, Back Office System, and Accounting System that is provided for you.
• The GM understands and is responsible for ensuring each business unit manager is operating under the guidelines of the appropriate operating schedule with proper associate coverage creating a positive customer experience.
• The GM is responsible for ensuring operational standards are consistently met across convenience store and fuel operations, food & beverage franchise operations, and the fitness center.
• The GM is responsible for implementing and enforcing policies and procedures to enhance operational efficiency.
• The GM is responsible for addressing any operational issues promptly and effectively.

Customer Experience

• The GM is responsible for prioritizing exceptional customer experiences across all business segments.
• The GM is responsible for implementing initiatives to enhance customer satisfaction and loyalty.
• The GM is responsible for tracking, monitoring, and reviewing customer feedback and taking corrective action as needed.

SUCCESS FACTORS
We will know the Retail General Manager is successful when:

• The GM is successful when the totality of the retail division achieves their net operating income.
• The GM is successful when the division receives an engagement score of 75 or better for the year.
• The GM is successful when the food service franchises receive a score average of at least an 80 or better for the year on their corporate inspections.
• The GM is successful when the key drivers for each retail business meets or exceeds the budgeted volumes.
• The GM is successful when they introduce innovative and market trend products in our stores to help capture new sales, they must reset the store(s) with an increase in sales at least 2 times per year.
• The GM is successful when they ensure that all team members received the proper scheduled training for leadership development and customer service training that is forecasted.   

BEHAVIORAL CHARACTERISTICS

• Visionary Leadership: Ability to present a clear vision and inspire teams towards the company goals.
• Decisiveness: Make informed decisions promptly, especially in dynamic retail environments.
• Effective Communication: Clearly convey expectations, provide feedback, keep the team abreast of information (LTO offers and franchise procedures) and foster open communication and debate.
• Listening Skills: Actively listen to the concerns and ideas of team members and customers.
• Flexibility: Adapt to changes in the business environment and adjust strategies accordingly.
• Problem-Solving: Demonstrate strong problem-solving skills to address operational challenges.
• Team Building: Foster a positive team culture, building a cohesive and motivated workforce.
• Empowerment: Delegate responsibilities and empower team members to contribute to decision-making.
• Customer-Centric Approach: Prioritize customer satisfaction and experience in all business operations.
• Empathy: Understand and address customer needs and concerns with empathy.
• Financial Acumen: Possess a strong understanding of financial principles and manage multiple budgets effectively.
• Profitability Orientation: Focus on achieving financial goals and optimizing revenue streams.
• Attention to Detail: Pay meticulous attention to operational standards and ensure compliance.
• Efficiency: Implement processes to enhance operational efficiency without compromising quality.
• Strategic Thinking: has the ability to develop and execute strategic plans aligned with organizational objectives.
• Ethical Conduct: Uphold high ethical standards and integrity in all business dealings.
• Confidentiality: Maintain confidentiality in handling sensitive information.
• Self-motivation: Demonstrate a proactive and self-driven approach to achieving goals.
• Developing Others: Inspire and motivate team members to excel in their roles.
• Prioritization: Effectively prioritize tasks and allocate resources for maximum efficiency.
• Time Allocation: Balance time between strategic planning and day-to-day operational demands.
• Stress Management: Manage stress and pressure effectively in a fast-paced retail environment.
• Resilience: bounce back from setbacks and challenges.

Qualifications

QUALIFICATIONS

• Education/Experience - must have at least a Bachelor of Science in Business Management or equivalent experience of 10 years in successfully developing and managing/leading a multi-unit convenience store chain with heavy background in food service. 
• Successfully have led a team to recognition within their tenure as a multi-unit operator.
• They must hold a clean driving record and hold a valid Driver’s License
• Must have the physical ability to perform all duties of all positions within the Convenience Stores, Hotel and Restaurant.

CONCLUSION

The job description above outlines the responsibilities that will facilitate your success in your position. At Tarbell Management Group, LLC, we prioritize customer and employee satisfaction. In the event of any changes related to our business success or the needs of our customers or organization, we may modify or adjust some of the responsibilities associated with this position.