General Manger Multi Locations

Job Description

Retail Store General Manager

JOB SUMMARY

The Retail Store General  Manager is responsible for delivery of the Kilwins experiential culture, store   operation of the store. This position requires leadership skills and experience in retail or hospitality operations. They must have a clear understanding of the store’s business goals and monitor, analyze and

report on results as directed by the Store Owners. They will spend 90% of their time on the sales

floor driving sales, while helping manage labor, overhead and food costs. They must have a clear

understanding of all retail systems and how these systems deliver the operating model. Responsibilities

include delivering a caring Kilwins experience to customers, employee supervision, training and

development, store merchandising, quality control and continuous improvement.

ESSENTIAL FUNCTIONS

1. Provide integrity, honesty, and knowledge that promotes the culture, values and purpose of Kilwins

Brand.

1. Works with the Store Owners to ensure the Kilwins proven model is followed to increase

sales and profitability.

1. Upholds alignment of all training systems with Kilwins brand standards and expectations for

franchise stores.

1. Ability to market the store for outside sales and catering.
2. Demonstrated the ability to independently run a store location and meet all budget goals.
3. Must have a thorough knowledge and understanding of all aspects of retail operations and the

ability to train and perform in all areas.

1. Ability to build the strength and knowledge of the team through cross training and effective

feedback and follow-up.

1. Ability to manage store operations independently and cover entire shifts as needed.
2. Must be able to travel to and work in stores during the busiest time on a daily and weekly basis

including days, evenings, nights, weekends, holidays. This is a retail sales position not an office role.

1. Ability to understand all aspects of the online store operations and assist if needed. The majority of

time is spent leading the team, ensuring the brand promise is delivered through direct customer

interaction.

1. Displays a positive mental attitude and example by behavior for the store team.
2. Provides coaching direction and takes action to achieve operational goals.
3. Constantly reviews store environment and key performance indicators to identify problems,

concerns, and opportunities for improvement.

1. An energetic personality who enjoys the retail environment and creating a fun and exciting store

environment for everyone.

1. Assists Owners in fulfilling customer satisfaction, employee supervision, scheduling,

merchandising, quality control, and training to our brand standards.

1. Displays a “Customer Comes First” attitude by training and holding people accountable for delivering

exceptional customer service.

1. Assists in maintaining adequately trained staff levels and adherence to applicable wage and hour

laws.

KNOWLEDGE, SKILLS, AND ABILITIES

1. Leadership skills, with the ability to coach and mentor others
2. Customer service oriented with a great personality and demeanor
3. Ability to multi-task and meet deadlines
4. Effectively manage conflict
5. Manage store operations independently
6. Knowledge of and ability to use all online and support systems
7. Organizational and planning skills
8. Problem-solving skills
9. Team-building skills
10. Ability to handle confidential and sensitive information
11. Knowledge of proper food handling and sanitation procedures
12. Ability to manage and follow established documentation system
13. Must have exceptional written and verbal communication skills in the English language

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

1. Must be able to occasionally lift 50 pounds
2. Must be able to stand for long periods of time in retail store or training environment
3. Must be able to travel by aircraft and drive an automobile and have a valid driver’s license

EDUCATION AND EXPERIENCE

1. Must have leadership skills
2. Previous sales and retail management experience
3. Proficient in Microsoft tools such as Outlook, Excel and Word
4. Previous franchising experience preferred
5. College degree preferred

OTHER DUTIES

Please note this job description is not intended to cover a comprehensive listing of all activities, duties

or responsibilities that are required of the employee for this job. Individuals may perform other duties

as assigned including working in other areas to cover absences or to equalize peak work periods or

otherwise balance the workload.