General Manager

POSITION DESCRIPTION

Job Title: General Manager

Reports To: Area Manager

SUMMARY

We’re looking for someone exceptional to run one of our shops. This is you if you’re passionate about ice cream and service and lead with inspiration and by example. A persuasive problem-solver with a knack for leading a team, you set the highest operational standards for others to follow. You’re an experienced, collaborative and dynamic leader with a contagious enthusiasm and friendly approach.

RESPONSIBILITIES

• Plan, identify, communicate and delegate responsibilities to managers and staff to ensure excellent operations are consistently achieved
• Manage with integrity and knowledge that promotes the culture and beliefs of Sweet Cow
• Lead the implementation of initiatives and goals by developing action plans and directly motivating and instructing the team on the implementation plans
• Provide direction to the team in order to achieve shop goals
• Consistently review shop operations to identify any problems and opportunities for improvement
• Create a positive customer experience by delivering a high level of service, ensuring all team members engage in conversations with customers to understand their needs and exceed their expectations
• Provide coaching and feedback to staff and managers and assess performance on an ongoing basis
• Manage and motivate team through positive and respectful leadership
• Manage the shop to meet or exceed Sweet Cow standards in quality, safety, and cleanliness
• Consistently monitor and manage shop staffing levels to ensure team members are capable and professionally developed
• Follow Sweet Cow’s operational policies and procedures, including those for cash handling and safety/security, to ensure the safety of all teams members during each shift
• Lead a positive team environment by recognizing and reinforcing individual and team accomplishments
• Analyze relevant data to identify and address trends and issues in shop performance
• Use Sweet Cow tools to plan for and achieve operational excellence in the shop
• Solicit customer feedback to understand needs of the customer and surrounding community
• Generate sales growth by consistently delivering a positive customer experience and executing local shop marketing initiatives
• Manage shop P&L by tracking expenses vs. budget, analyzing variances and creating corrective actions
• Control labor and cost of goods sold through daily management and supervision
• Train and coach team in customer service principles and practices
• Create a positive experience by ensuring exceptional customer service

KNOWLEDGE/SKILLS/REQUIREMENTS

• Leadership skills with the ability to coach and mentor staff
• Team building skills
• Ability to effectively handle and manage confidential and sensitive information
• Must have excellent customer service skills
• Articulate and solid communicator
• Strong organizational skills and ability to work effectively in a fast paced environment
• Must have a strong work ethic and accountability
• Ability to formulate strategies and action plans to achieve results
• Willingness and ability to work nights, weekends and holidays
• Must be a minimum of 21 years of age
• Ability to exercise independent judgment

EXPERIENCE

• High School diploma or GED required
• Minimum of three years prior service industry experience and two years of management and/or leadership experience

Salary : $62,000