Store Manager (Antigua and Barbuda)

To effectively direct, manage and lead all phases of supermarket operations in order to achieve maximum sales and profit, while managing team members to manifest their best abilities and functionality

Job Summary

To effectively direct, manage and lead all phases of supermarket operations in order to achieve maximum sales and profit, while managing team members to manifest their best abilities and functionality, so as to achieve the collective goal of creating and maintaining the Company Experience for the supermarket’s customers.

To be a point-person for Excellent Customer Service on the shop/supermarket floor. To create an atmosphere that ensures positive morale through effective leadership and team member recognition. The workforce shall be enthusiastic, customer-focused and sales-driven under the stewardship of the Store Manager.

Job Responsibilities

1. To observe, uphold and enforce all Company Policies, Procedures, Rules and Regulations as stipulated by the Company’s Employee Handbook, the Collective Agreement, regular written Memoranda, and all other forms of documentation containing such rules, policies, procedures and guidelines of the company.
2. To adhere to all the Laws of Antigua and Barbuda as they pertain to retail, pricing and food handling
3. To plan, organise, direct and control all supermarket activities and operations with the assistance of other members of the Management Team as well as Supervisory personnel, with special emphasis on the Front End Department whose objective is to offer quick, efficient, accurate and courteous service to the store’s customers. In this regard, the Store Manager shall assist the Front End Management Team with operational authorisation functions such as transaction voids, refunds, exchanges and returns according to established policy, charge account transactions, telecoms top-ups, loyalty point payments and registration, etc.
4. To implement and maintain an in-store sales-driven culture that ensures growth through execution of company merchandising programs and monthly sales plans in each department, planning and executing monthly sales/promotional themes, ensuring in-stock conditions throughout the store, and conducting monthly sales meetings with each Department Head.
5. To be accountable for achieving budgeted financial results through sales-driven approach and waste/shrinkage minimisation objectives.
6. To function as a key-holder of the premises and to ensure that, depending on the shifts assigned, to open the store before opening hours and close and fully secure the premises after closing hours. To enforce the opening hours of the store.
7. To be invested in the security of the premises as a whole. To ensure that all Security Personnel posted on the premises are effectively carrying out their duties as contracted and that they are not fraternising with the employees of the company, thereby limiting their ability to take corrective measures.
8. To be constantly aware of (and be in a position to react to and address) store conditions by doing frequent and detailed ‘store walks’ both inside and outside of the store, in order to establish work that needs to be done by all team members in all departments. To utilise a company approved Store Walk Checklist during store walks, as a means of maintaining accountability for all areas of the store, with particular focus being paid to well-stocked shelves and display areas, conditions that are safe for customers and staff alike, and an environment that is generally conducive towards a pleasant shopping experience.
9. To be invested in the cleanliness of the store and the extremities of the premises, to include the patio/canopy area and the parking lot. To work alongside the Front End Management Team to ensure that the Cleaning Team is executing their daily, weekly, fortnightly and monthly cleaning tasks as scheduled and assigned.
10. To protect Company Assets (merchandise/inventory, cash, facilities and equipment). To conduct weekly Store Manager Audits of the Front End Department (to include the Cash Office and Customer Service/Loyalty Desk), all departments that house digital scales, wrappers and sealers, and all other areas of the shop floor housing electronic and refrigeration equipment.
11. To ensure that equipment maintenance and repair are being conducted according to documented schedules. To ensure that all employed and contracted service providers are carrying out their duties as assigned; these positions include but are not limited to: the HVAC/Refrigeration Maintenance provider, the IT provider, the Electrician, the Deli/Bakery and Meat Shop Equipment Maintenance provider, the Plumber and the Company’s Building Contractor. The Store Manager will ensure that maintenance schedules are being followed, maintenance work is being executed to plan, and that Requisition Logs for repair work are being completed by respective Departmental Heads/Supervisors and are being turned over to the General Manager, who will then requisition the necessary work. On instruction of the General Manager, the Store Manager shall also submit copies of Requisition Logs to the Accounts Department, in order to provide accuracy and accountability for billing purposes.
12. To understand the importance of Inventory Control Management and to work alongside the Inventory Coordinator, the Warehouse Manager, and the Pricing & Logistics Manager in their investigations on the stock levels and movement of inventory across all departments and categories. To be responsible for follow through on all required shrink management programs. To ensure that the Floor Coordinator and Department Supervisors are maintaining procedures of accountability for inventory that must be physically removed from departments and dry/chilled/frozen storage areas on the shop floor (due to quality control issues such as product expiry and damage), and that the inventory is also being electronically removed/deducted from the company’s computer system. To participate in regular inventory/stock checks, and to coordinate (along with the rest of the Management Team), the full participation of the company’s team members in the business’ annual stock-taking exercise.
13. To work alongside the Floor Coordinator and all Department Supervisors to ensure that all refrigerated cases, shelves, end caps, bulk display areas, seasonal display areas and candy racks are fully stocked, properly merchandised and well-faced. To understand the importance of effective product placement and merchandising to profitability, and to impart on all team members the procedures for maintaining these concepts. To work alongside Department Heads to maintain established Planograms.
14. To be knowledgeable of all items sold in the store, in order to be able to: answer all customer queries regarding product availability and alternatives; and to hold all team members accountable regarding the restocking of inventory throughout the store.
15. To assist customers in retrieving items from inaccessible areas or in obtaining products that are either located in the Warehouse or that they may have difficulty in handling.
16. To assist the Floor Coordinator in the daily completion of requisitions for goods to be ordered from the Warehouse Department, and to indicate to the Warehouse Staff, the order of importance for each aisle or section in the store. To work alongside Department Supervisors of the perishable departments to requisition goods from the Warehouse Freezer personnel.
17. To ensure that team members across all departments are not loitering on company time. While constructive communication towards the meeting of departmental goals is encouraged, long discussions on non-work related matters while on the clock should be discouraged. To be vigilant about the abuse of company time (loitering, disappearing from posts mid-work, shopping in the store while on the clock, going beyond rest and break periods for unreasonably long times), and to report such matters to Department Supervisors for further action.
18. To apply a customer-driven approach to daily operations on the shop/supermarket floor by training and holding team members accountable for delivering excellent customer service.
19. To identify current and future customer requirements and expectations by establishing and maintaining a strong rapport with a wide cross-section of the store’s customers, as well as with the company’s team members who understand the business’ service requirements through their own regular dialogue with the store’s customers. To manage the store’s Customer Suggestion Box by doing the following: checking the box weekly for suggestions and complaints made by customers, logging suggestions and complaints by department in an Excel spreadsheet, creating departmental Action Lists and distributing them to Department Heads/Supervisors (copying the General Manager) to be actioned, and raising important customer-related matters at monthly Management Meetings for further discussion and action.
20. To maintain and model a calm demeanour, especially during high customer volume periods in the store, or unusual events such as power cuts or major equipment failures. To keep the store operating at a high level during such periods, and to set a positive example for team members for maintaining their composure as well.
21. To ensure that the Pricing Department is thoroughly engaged in ensuring that all items for sale in the store have clearly displayed and accurate price tags and signs. To ensure that Pricing Officers are spending time daily on the shop floor, running scan-checks with wireless handheld devices and printing shelf tags/labels and signs for items which have no prices displayed. To provide support to the Front End Department when items scan at the Point of Sale at prices that are different to those displayed within the store, and to liaison with the Pricing Department to rectify these issues. To make reports to the Pricing & Logistics Manager when such occurrences are becoming frequent.
22. To assist Department Heads and Supervisors with ordering of stock and supplies for their departments. To ensure that Purchase Orders are prepared after orders with suppliers have been placed, and ahead of deliveries. To ensure that the Warehouse is in receipt of such Purchase Orders in a timely manner.
23. To partner with the Floor Coordinator in the planning and setting up of seasonal merchandising displays and the decorating of the store. Such seasons include but are not limited to the following: New Year’s, Valentine’s, Easter, Mother’s/Father’s Day, Summer/Carnival, Back to School, Halloween, Independence and Christmas. To do the same for Store Sales and promotional events. To work alongside the Floor Coordinator to ensure that a Seasonal & Product Sampling Calendar is prepared and executed ahead of every quarter, so that the store is prepared for maximisation of seasonal and promotional profits.
24. To work in conjunction with the Management Team, the HR Department and the Floor Coordinator to plan Company Social Events, to include the Company’s Annual Employee Easter Egg Hunt, Sports Day activities and End of Year Celebration & Prizegiving. To be an active member of the Company’s planning committee.
25. To correct the behaviour of employees as and when required, particularly as it relates to loitering on the job, failing to perform duties to a timely and/or acceptable standard, and causing disruption to teamwork. To prepare Coaching Forms and Disciplinary Letters within seven (7) days of having verbally corrected employees and conducting hearings in conjunction with the HR Department.
26. To act as a Company Representative and Ambassador both within the supermarket and within the community. To field queries from and coordinate activities with external charitable organisations and companies who are interested in partnerships and promotional opportunities, and to actively communicate with Senior Management, what the mutual/intended objectives are. To provide Senior Management with updates on how these initiatives are progressing.
27. To take responsibility for all aspects of the store’s operations including its financial results.
28. To ensure that all employees comply with the company policies regarding uniforms and standards of appearance.
29. To strictly adhere to the company’s health and safety policies and to ensure that all employees do as well. To be fully trained and current in First Aid and Fire Prevention and Control. To complete accurate and timely Incident Reports and to provide same to the HR Department, General Manager and Department Heads. To follow up with customers who have been injured on the premises, or who have had their personal items lost, stolen or damaged.
30. To perform any other duties and assignments as directed by the General Manager
31. This description is a summary of the main responsibilities, and it does not include all responsibilities that could be assigned.

Job Requirements

• Bachelor or Advanced degree in Business or Operations Manager
• A minimum of five (5) years’ experience at a management level in a fast-paced, high-volume operation
• Extensive knowledge of and experience in retail operations Supermarket experience preferred Experience in Purchasing and Warehousing/Inventory Management preferred
• Must be sales driven and have had experience in meeting budget requirements
• Experience in Front End and Point of Sale operations
• Strong Leadership skills in a diverse team
• Must be flexible and willing to work various shifts
• Meet legal requirements to work in Antigua and Barbuda