Director of Guest Relations - Plum Market Corporation

Plum Market is an emerging leader in the Grocery, Food & Beverage Retail industry. We are committed to providing the very best selections of All Natural, Organic, Local, and Specialty Grocery items.

Our Team Members are passionate about delivering the highest quality food, beverage, and grocery essentials to our Customers, helping them achieve a better lifestyle. We believe our Team Members and Customers are our top priority by delivering the best possible Customer retail experience.

Our Plum Market Grocery Stores are reflective of the communities we serve. From Team Members to Customers, local vendors and product selection, we are proud of the inclusive culture in which we thrive, and promote at Plum Market. If you share our enthusiasm, please apply to see how you may fit in.

Benefits of working at Plum Market:

Full time position available.

We can offer a variety of retail shifts to help with work/life balance.

You can learn about great food and grow your passion at the same time.

We provide exceptional training to help you grow your knowledge.

Promotional opportunities. We are a growing company and you can grow with us!

Variety of medical, dental, and vision benefits to cover you and/or your family.

401k with company match after a 6 month waiting period.

20% off Team Member Discount.

50% off Team Member Lunch Discount.

Plum Market offers a desirable and rewarding place to work.

Employment is contingent on a successful background check.

Description:

The Director of the Front End – Guest Relations is responsible for leading and inspiring the Front End Teams to deliver exceptional Guest Service at the Guest Service Desk, Cashier Pods and Self Checkout. This role focuses on training, guiding, and providing feedback to ensure all Front End Team Leaders and their teams are equipped to perform at the highest level. The Director will standardize cash handling procedures and departmental SOPs to ensure consistency and efficiency across all Plum Market locations.

This position requires travel to all Plum Market locations, particularly during new store openings, where extended on-site support will be necessary to ensure successful team onboarding and operations.

Qualifications:

Proven ability to model and deliver exceptional Guest Service.

Minimum of five years of leadership experience in a Guest Services setting.

Strong expertise in cash handling and related SOPs.

Proficient in overseeing, training, and operating all aspects of a computerized POS system.

Analytical skills to assess data for potential loss risks and implement mitigation strategies.

Excellent written and verbal communication skills coupled with strong organizational abilities.

Proficiency in Microsoft Word, Excel, and Outlook.

Flexible availability, including nights, weekends, and holidays.

Physical requirements include standing and walking for up to 4 hours without a break, bending and stooping to grasp objects, climbing ladders, lifting to 50 lbs. unassisted, and pushing/pulling carts up to 100 lbs. unassisted.

Responsibilities:

Guest Service & Team Leadership:

Set expectations and lead by example in delivering exceptional Guest Service.

Train and mentor Front End Team Leaders, providing ongoing support and development.

Develop and implement training materials, including flight plans and a comprehensive SMS Guide for Leads.

Coach team members on effectively handling Guest concerns to ensure quick and satisfactory resolutions.

Operations & SOP Management:

Standardize and streamline cash handling processes and other departmental SOPs across all locations.

Monitor and optimize Front End staffing levels, ensuring efficient and effective coverage.

Develop and maintain a new store opening guide for Front End operations, including supply management.

Virtual Storefront & Digital Integration:

Manage virtual storefronts across platforms like Storefront Pro, Instacart Marketplace, and DoorDash.

Oversee in-store fulfillment processes and collaborate with external virtual shoppers.

Coordinate marketing efforts and work closely with the Plum Market category director to maintain catalog integrity, image coverage, and pricing accuracy.

Loss Prevention & Risk Management:

Assist in developing and implementing loss prevention training programs.

Analyze data to identify areas of potential loss, propose mitigation strategies, and ensure follow-through.

Communication & Consistency:

Establish consistent communication channels, including weekly calls, SMS updates, and guidelines on community involvement, rewards, coupons, and fundraisers.

Maintain consistent execution of policies and standards across all Plum Market locations.

Ensure compliance with all company policies and SOPs among Front End Team Members.

Plum Market Rewards App Support:

Provide support for the Plum Market Rewards App, including troubleshooting coupon issues, creating training documentation for Front End Leads, and coordinating app updates and new features.

Collaboration & Guest Experience:

Foster open and effective communication between Guests, Team Members, and Store Operations.

Continuously look for ways to improve the Guest experience and enhance overall store operations.