Customer Service Manager (Csm)

Job Description

Role Identification

Date: January 9, 2024

Role Title(s):

Manager Front End

Line of Business (LOB):

Retail

Functional Area:

Retail Store

Directly Reports to:

Franchisee/ Store Manager

Banner:

FreshCo

General Description: Purpose of Role

The Front End Manager is responsible for the efficient and fiscally responsible operation of the department. The Manager will lead and manage staff to achieve the highest level of Customer Service, while adhering to all Food Safety Protocols, Standard Operating Procedures, corporate policies and Health and Safety, and other programs and initiatives. The Manager will also manage budgets, labour costs, inventory control, product presentation and merchandising. The Manager will coach, motivate and develop their team to foster customer loyalty, fulfil customer needs and actively contribute to an environment of employee and customer engagement.

Key Business Functions, Responsibilities, and Accountabilities

People Leadership:

• Create a coaching and development culture for all employees, which embraces a passion for food
• Demonstrate outstanding leadership, while serving as a role model
• Manage direct reports including: selection, orientation, training and development, performance management, succession planning and compensation
• Communicate operational requirements/changes to department employees
• Manage store operations as required Customer Offering:
• Create a shopping experience that engages customers in a way that enhances loyalty, sales and profit
• Provide superior Customer Service to meet customer needs
• Demonstrate exceptional product knowledge, including awareness of product changes, promotions, and seasonal trends
• Order, receive, organize, rotate, merchandise and present products and stock in accordance with company standards
• Execute winning conditions as required Policy/ Regulatory Adherence:
• Lead the implementation of all corporate policies, initiatives, and Standard Operating Procedures and ensure the department and employees comply and use them effectively, including timely and accurate submission of all relevant documentation as required
• Responsible for ensuring that OH&S, food safety, and other regulatory requirements and procedures are implemented and maintained

Financial:

• Balance cash office according to company policies and procedures
• Directly responsible to ensure the department achieves all financial targets and maximizes sales and margins, including appropriate sales forecasting, variance analysis and correction, and labour cost control
• Manage the department budget Personal/Professional Development:
• Thorough understanding of all relevant company programs; attend training as required
• Keeps abreast of local competitor activity, industry trends and makes recommendations on internal pricing, promotions and product policies

Employee Engagement:

• Act as the employer of choice by actively supporting an environment of employee engagement
• Initiate, support, participate and lead community and charitable events and activities Other Duties:
• Coordinate maintenance of department equipment and repairs
• Provide feedback for continuous improvement
• Maintain a clean and safe working environment as per Company requirements
• Other duties as required

Performance Measurement

Key Result Areas (KRAs)

Key Performance Indicators (KPIs)

• People development
• Financials
• Execution
• Service standards
• Customer offering

• Financial performance
• Execute/ maintain of winning conditions metrics
• Performance of department staff
• People development metrics
• Compliance to programs/ policies within store
• Sales and cash
• In-store demo program (if applicable)

Qualifications, Capabilities, Skills and Experience

Description

Technical Skills

Required:

• Ability to work independently in a fast paced environment
• Above average communication skills (oral and written)
• Full knowledge of department operations and skills
• Proficient use of Microsoft office suite

Preferred:

• Full knowledge of total store operations and skills

Educational and Working Experience

Required:

• High School Diploma
• Minimum 18 months of retail store experience, particularly in the specific department
• Experience reading and analyzing financial reports, and experience in developing and adhering to budgets

Preferred:

• Completion of department specific training
• A combination of education and experience may be considered

Competencies

Office Management

• Customer Focus
• Organizational Savvy
• Job Knowledge
• Decision Making/Problem Solving
• Managing for Results
• People Development
• People Management
• Team Leadership

• Retail store
• May be required to lift up to 50lbs
• Two person lift required for weights exceeding 50lbs
• Ability to stand for long periods of time
• Physical work including; but not limited to bending, lifting, and reaching
• Exposure to varying temperatures over short periods of time
• Exposure to sanitation and cleaning chemicals
• Flexible hours and overtime

Working Conditions

Job Type: Full-time

Salary: $39,520.00-$49,857.60 per year

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Every Weekend
• Holidays
• Morning shift
• Night shift
• On call
• Weekends as needed

Ability to Commute:

• North Bay, ON P1B 7S8 (required)

Ability to Relocate:

• North Bay, ON P1B 7S8: Relocate before starting work (required)

Work Location: In person