Purpose: The purpose of this role is to effectively manage the Store by achieving business profitability targets, promoting high levels of customer service, and managing and motivating the team.

Key Tasks and Responsibilities:

People & Leadership:

1. Provide leadership and coaching to the Store team, determining work requirements and priorities, and assigning tasks to maximize Store performance.
2. Monitor the performance of shifts run by Assistant Managers and Shift Supervisors.
3. Ensure sufficient staffing levels to meet service and labor targets, including recruitment, weekly rosters, and effective succession planning.
4. Identify and develop key talent within the Store, ensuring a solid succession pipeline.
5. Develop and implement a recruitment plan to ensure a sufficient number of appropriately trained Crew to maintain the succession pipeline and cost efficiency.
6. Manage employee performance in line with business procedures, including counseling and performance appraisals/management.
7. Ensure compliance with and integrity of all employment conditions including agreements, leave management, payroll, terminations, and contracts of employment.
8. Train and coach Assistant Managers, Shift Supervisors, and Crew Trainers on the release of new products and equipment, utilizing Learning Pathways, materials, assessments, inductions, and skill checks.
9. Ensure all employees are inducted and trained in accordance with the Company Policy to ensure a safe and secure environment for all staff, customers, and contractors.
10. Handle employee and parent complaints effectively and timely, providing guidance when required.
11. Ensure all AM and SS complete required pathways and company-run training.

Shift Management:

1. Maintain and control the production of food preparation and cooking for the shift including the flow line and heat chute.
2. Implement promotions in accordance with guidelines issued.
3. Guarantee 100% product availability by accurately placing and controlling stock, ensuring an adequate supply of all ingredients with minimal waste.
4. Ensure all areas of the Store are presented in accordance with the company’s procedures.
5. Perform opening and closing routines and all other daily tasks in accordance with procedures.
6. Oversee the ordering, receiving, and storage of all stock in line with company procedures, ensuring minimal wastage and inter-Store transfers.
7. Ensure Menu Boards and all visual display/point of sale materials and presentations are in accordance with national layouts and guidelines.
8. Ensure all administration is correctly carried out as per policy and procedures, using and completing all reports required during each shift, and handling POS, cash handling, banking procedures, and rostering.
9. Ensure cash handling policies and procedures are followed.
10. Maintain store equipment in accordance with the company’s policies and procedures.
11. Oversee all Food Safety practices in Store and their compliance with company standards.

Sales & Profitability:

1. Maximize gross profit by minimizing waste, ensuring waste is recorded, performing tasks in accordance with time frames and guidelines, and ensuring all discounts are within policy and procedures.
2. Ensure trading profit budgets are met by analyzing period trading reports and identifying and implementing opportunities for improvement in Store profitability within the scope of company policies and procedures.
3. Manage remuneration costs by maximizing Store productivity, and average rate, and providing REM projections in accordance with guidelines.
4. Manage expenses to budget without compromising Store standards.
5. Ensure staff actively “suggestive sell” to all customers.
6. Understand and interpret P&L statements and take appropriate actions.
7. Ensure complete understanding of all Store systems and processes to maximize performance.
8. Conduct weekly meetings with Managers to detail results and implement strategies to achieve results.
9. Review and analyse business results to communicate them to stakeholders as needed.

Customer Service:

1. Provide efficient and friendly service to all customers, visitors, and contractors.
2. Handle and resolve customer complaints with the aim of achieving 100% satisfaction and Customer recovery Score in line with Brand target.
3. Identify areas within the Store that are not in accordance with the company’s service policy/guidelines and procedures and take corrective action.

Channel Strategy:

1. Develop and implement a strategic 12-month plan for home delivery investment and drive in the local area using LSM tools and suggested (cars/scooters, pylon signs, flyers) in accordance with company guidelines and procedures.
2. Analyze Home Delivery performance and implement improvement action plans as required.
3. Implement a 12-month plan of catering events (with projected numbers) to drive, promote and engage local community groups and businesses in line with company guidelines and procedures.
4. Analyse catering and implement improvement action plans as required.

Safety:

1. Ensure all company safety procedures are adhered to and any breaches are addressed in accordance with the Company’s policy.
2. Attend and complete any training, events, and meetings designed to further awareness of safety.
3. Ensure safe work procedures are implemented and carried out with regular reviews of the Store conducted.
4. Complete Safety Audits and resolve any issues in a timely manner.
5. Work with your Business Consultant to ensure all improvement notices/council warnings/SSV & compliance review actions are implemented timely.
6. Ensure all near misses, hazards, trips, and falls are identified and documented in accordance with company guidelines.
7. Ensure Food Safety Guidelines specific to the State are communicated and adhered to.

Person Specification:

Personal qualities:

1. Thorough understanding and knowledge of the management.
2. Strong communication skills both written and verbal to facilitate liaising with all levels of stakeholders.
3. Adaptability of management and leadership styles, an active listener with conflict resolution, negotiation, and influencing skills.
4. Ability to take direction/guidance/coaching when provided.
5. Willingness and enthusiasm to learn new skills.
6. Highly reliable and dependable.
7. Ability to set goals and hold people accountable for their delivery.
8. Demonstrates logical problem-solving techniques and prioritisation of tasks.

Minimum Skills and Qualification Requirements:

1. Demonstrated management experience working in the retail or hospitality industry (Minimum 3 Years)
2. Diploma of Business and Management (Desirable).
3. Proven track record and success in a similar role.
4. A valid 1st Aid Certificate and current Food Safety Supervisor Certificate in line with company standards.

Benefits:

1. Employee discount.
2. Professional development assistance.

Schedule:

1. Flexible hours.
2. Public holidays.
3. Shift work.
4. Weekend availability.

Experience:

1. Point of Sale (POS) software: Minimum 3 years (Required).
2. Working towards sales targets and KPIs: Minimum 3 years (Required).
3. Customer service: Minimum 3 years (Required).