Retail Operations Leader

2 weeks ago

Hendersonville, Tennessee, United States Thorntons (Kentucky) Full time


The Retail Operations Leader is accountable for overseeing all facets of the retail establishment, with limited direct oversight from the General Manager, to guarantee that customers enjoy a swift, friendly, fresh, clean, and well-stocked shopping experience. This role involves embodying and promoting core values while assisting the General Manager in meeting store objectives and initiatives.

The Retail Operations Leader supports the General Manager in sustaining a well-staffed, stable, and scheduled environment by ensuring a consistent experience for Team Members through effective training, coaching, and recognition, while nurturing a culture of safety by adhering to the principle of Zero Incidents.


Key Responsibilities:

Essential Duties (Accountable to)

  • Promote a culture of safety by maintaining a clean, organized, and secure environment for all Team Members and customers. Ensure adherence to safety protocols regarding accidents and incidents, including reporting, investigations, and documentation.
  • Foster an inclusive and welcoming atmosphere for both customers and Team Members.
  • Supervise the daily implementation of the Store Operating System by managing the operational plans to deliver a consistent customer and brand experience that enables the store to meet performance targets and enhance financial outcomes; capable of delegating tasks effectively and following up to ensure completion.
  • Engage and lead corporate initiatives.
  • Oversee fresh food production to guarantee compliance with food safety standards and maintain appropriate inventory levels for a desirable and consistent offering, while driving sales and minimizing waste.
  • Develop well-trained Team Members by adhering to the prescribed training processes while exemplifying and teaching our core values.
  • Guide and support Team Members in their career progression while holding them to high standards of performance through coaching and accountability via the Progressive Discipline Process.
  • Assist the General Manager in managing the labor model by ensuring the team adheres to the scheduled shifts to maintain adequate coverage.
  • Train and empower Team Members to effectively resolve customer service issues.
  • Communicate with Team Members in a constructive manner that motivates and inspires them to align with the strategic goals.
  • Utilize point-of-sale systems and other electronic devices.
  • Comply with all federal, state, and local regulations by taking prompt and appropriate action, while maintaining records of all inspections and necessary documentation.
  • Perform additional responsibilities as assigned.
Key Relationships

  • Regional Manager
  • General Manager
  • Customer Service Representative
  • Human Resources Manager
  • Recruiter
  • Trainer
  • Auditor
Skills

  • Exemplifies a commitment to leading by example, viewing no tasks as beneath one's role.
  • Contributes to establishing work priorities and direction, supporting the team in achieving objectives.
  • Maintains a positive and approachable demeanor, even in high-pressure situations.
  • Recognizes and celebrates positive performance, while addressing areas needing improvement.
  • Provides constructive feedback effectively and empathetically.
  • Collaborates with the General Manager to deliver exceptional customer service.
  • Encourages team spirit, collaboration, and unity.
  • Proactively identifies potential challenges and collaborates with the General Manager to implement solutions.
  • Employs active listening to understand diverse perspectives and seeks to resolve conflicts.
  • Utilizes analytical skills to identify and address various business-related challenges.
  • Applies basic arithmetic skills for financial reporting, cash handling, inventory management, etc.
  • Values diversity and acknowledges the strengths that individuals from varied backgrounds bring to the team.
Knowledge

  • Understanding of principles and processes for delivering customer service, including needs assessment, quality standards, and customer satisfaction evaluation.
  • Knowledge of principles and methods for displaying, promoting, and selling products or services.
  • Familiarity with principles and procedures for personnel recruitment, selection, and training.
Experience

  • Minimum of one (1) year of management experience in retail and/or food and beverage sectors.
  • Experience with relevant applications is a plus.
Equipment/Special Expertise

  • Not applicable.
Required or Preferred Qualifications/Certifications

  • High School Diploma or GED (required).
  • Reliable transportation is necessary.
  • Valid driver's license (preferred).
  • Food Safety and Handling Certifications (preferred; if not obtained upon hire, must be able to acquire one).
Physical Requirements

  • Ability to climb ladders for tasks such as cleaning windows, stocking shelves, and making price adjustments.
  • Daily activities include standing, pushing, pulling, reaching, bending, squatting, climbing, walking, and lifting up to 50 lbs.
  • Occasional sitting and driving may be required.
  • Exposure to extreme weather conditions and temperatures.
  • Prolonged periods of standing.
  • Exposure to gasoline fumes and cleaning agents.
  • Thorntons LLC is committed to being an Equal Opportunity Employer and providing reasonable accommodations to qualified candidates and employees in accordance with applicable law. We value and encourage diversity and invite applications from all qualified individuals without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, or any other characteristic protected by federal, state, or local law.

This job description aims to provide an overview of expected job performance.

This is not an exhaustive list of specific job functions. Additional duties may be assigned as deemed reasonable and necessary.

Some of our benefits include weekly pay, complimentary beverages during shifts, a free meal per shift, medical, dental, vision, 401k (with company matching), vacation, sick leave, and life insurance. For a comprehensive list of benefits and eligibility, please visit.

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