Director of Retail Operations

Blake's Orchard and Cider Mill is a thriving business known for its high-quality products and exceptional customer experiences. We are committed to safety, efficiency, and quality across all our operations, including farm, retail, restaurants, wholesale juice and liquid production, high volume bakery, supply chain management, and IT/business systems.

Job Summary

The Director of Retail is responsible for overseeing all aspects of the retail operations across four locations, with a primary focus on retail merchandising, training, and building a strong team. This role involves supervising day-to-day store activities, ensuring overall store performance, identifying staffing needs, managing schedules, creating and implementing standard operating procedures, customer sales and service, staff management, financial control, and developing operational action plans while mentoring and developing the team. It is critical to manage through action by working alongside employees in all tasks.

The Director of Retail is key to the success of the company, ensuring that retail goals and strategies are met by driving revenue and increasing profitability. This role is vital in shaping the overall customer experience and operational excellence of our retail locations. The Director will contribute to a work environment that fosters pride in being part of a winning team and promotes personal growth. You and your team are responsible for supporting the company vision and mission.

The individual selected for this role will be a member of the senior leadership team and will have a seat at the senior leadership meetings, contributing to the overall strategic direction and decision-making processes of the company. Because you will be in contact with current and prospective customers, and you are in a strong position to influence their satisfaction and our company prosperity, this position requires tact, sensitivity, and professionalism.

Responsibilities and Duties

Operations

• Supervise the day-to-day operations and performance of the team to provide the highest level of customer service.
• Oversee food preparation, ensuring adherence to recipes, portion sizes, food safety, sanitation, quality, and customer preferences and trends.
• Oversee product merchandising and maintain proper stock levels through appropriate product ordering.
• Make decisions regarding the sales floor, sales promotions, merchandising displays, pricing, and store advertising.
• Ensure proper store signage is always maintained, as well as the quality and freshness of all non-perishable and perishable products.
• Monitor the competitive environment within the community and make recommendations regarding adjustments necessary to maintain a competitive position.
• Research and recommend new products to carry and/or those that should be discontinued based on data and trends in the industry.
• Understand and communicate the overarching company strategy and core values to create a sense of teamwork and membership among employees.
• Handle customer concerns and ensure an appropriate resolution.
• Assist in the hiring of store personnel by reviewing resumes and employment applications, as well as interviewing candidates.
• Prepare, manage, and revise weekly schedules to ensure appropriate store staffing levels.
• Coordinate with other intercompany departments including shipping/receiving, supply chain, Wholesale, Human Resources, Marketing, and Finance/accounting to ensure smooth operations.

Financial

• Achieve financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Conduct store inventory counts and reconciliations according to company guidelines.
• Understand and calculate the cost of goods and sales volume to ensure proper margins and department financials are met.
• Manage store payroll, labor, and overtime budgets in accordance with the annual budget.
• Manage cash control and cash procedures to minimize loss.

Management & Leadership

• Lead, motivate, and inspire a team of retail associates to deliver outstanding customer service and achieve sales targets.
• Plan and manage staffing needs, shift scheduling, people development, and career development.
• Hire and train new team members, keeping your team motivated, energized, and engaged.
• Manage teams’ performance to ensure individual, department, and company-wide goals are met.
• Build subject matter experts within the team by coaching managers and associates on certain responsibilities and delegating those responsibilities to them.
• Conduct store/department team meetings.
• Manage multiple revenue centers (café, snack shack, Apple Barn, donut express) depending on the season.
• Manage as few as 25 employees, up to as many as 100 employees.
• Lead by example and be willing to do any job asked, no matter the size or request.
• Be available to work weekends and holidays.

Education, Knowledge & Skills

• Bachelor’s degree in business management, hospitality, or related field.
• Minimum 5 years of experience in Retail/Grocery.
• Experience with P&L reporting.
• Experience managing a multi-dimensional operation.
• Knowledge and/or experience with creative merchandising of a retail operation.
• Ability to prioritize and multi-task in an ever-changing, intense environment.
• Knowledge of inventory management.
• Demonstrated ability to lead a team.
• Strong verbal and written communication skills.
• Must be a self-starter with minimal supervision and good follow-through.
• Positive attitude, strong work ethic, and integrity are a must.
• Ability to lift and move up to 50 pounds.