Front End Manager

Job Type
Full-time
Description
Position Title Front End Manager
Compensation $42,000 - $50,000 DOE to start, 20% store discount, accrued Paid Time Off, eligible for company
benefits after 90 days
Status Exempt, Salary
Hours Full Time
Job Summary The Front End Manager manages and leads all aspects of the Front End Department and Loss Prevention Team. Collaborative communication skills, excellent customer service skills, flexibility, good judgment, and experience with staff management are critical to the success of this position. This person is responsible for managing and improving customer service, cash handling, profitable Front End systems, department expenses, cleanliness and other aspects of Front End operations. The Front End Manager reports to the Cooperative Executive Officer and is part of Mariposa's leadership team.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Front End Department Operations
In collaboration with store-wide leadership, creates, develops, communicates, implements and evaluates operating standards and procedures and makes adjustments as needed. Procedures include, but are not limited to: cash handling, cleanliness, safety/security, and customer service standards.
Creates staff schedule in alignment with budgetary constraints and store's operational needs.
Collaborates with IT Specialist to implement and uphold Personal Credit Information Compliance procedures as they pertain to the POS system and other functions of the internal network.
Works confidently with POS systems to troubleshoot and navigate unusual situations; trains staff to use POS confidently as well.
Establishes and implements procedures and systems to uphold departmental expectations and needs.
Exercises good judgment when resolving issues with customers, other employees, and the Co-op in all situations.
Maintains equipment in working order; researches and recommends equipment repair and replacement options as needed.
Enforce store policies and procedures regarding security, food safety and loss prevention in a firm and fair manner
Front End Employee Management and Development
Establishes clear expectations for Front End staff and fosters intra-departmental accountability with other teams.
Screening, hiring and training Front End staff according to Mariposa's policies and procedures.
Schedules, facilitates, and conducts performance evaluations for the department.
Creates new trainings and development opportunities to enhance abilities and learn new skills.
Supervises performance and conduct of Front End staff; offers feedback and recognition accordingly.
Facilitates regular department meetings to foster open lines of communication and information sharing.
Motivates staff to achieve goals pertaining to membership sales, attendance, and customer service.
Handles personnel issues with sensitivity and respect, and ensures confidentiality as needed.
In conjunction with Cooperative Executive Officer and HR Manager, implements corrective action and/or termination proceedings as needed, and in alignment with Mariposa's policies.
Customer Service
Knows, upholds, models, and enforces Mariposa's customer service expectations.
Creates customized customer service standards and customer service trainings for new and existing staff.
Supports staff as needed to resolve customer issues, concerns, and complaints in a calm and friendly manner.
Provides coaching, counseling, and/or corrective action to improve future customer service experiences.
Proactively and responsively develops departmental customer service practices to address new challenges.
De-escalate disorderly customers to satisfy customers and staff and maintain a welcoming shopping atmosphere
Communication & Collaboration
Communicates honestly and professionally in a manner that shows mutual respect for all employees.
Collaborates with leadership from other departments.
Resolves conflicts respectfully and directly with individuals in a timely manner and asks for assistance from appropriate personnel as needed.
Participates actively in department and all-staff meetings and/or retreats.
Accepts and offers feedback and suggestions openly and in a manner that respects the inherent value of the individual.
Mission & Organizational Direction
Understands and promotes Mariposa Food Co-op's purpose, identity, mission and values.
Identifies, defines, and works to achieve long-term departmental goals in support of Mariposa's Strategic Plan.
Works with Membership Coordinator to increase Membership through training staff on sales techniques and membership drives.
Behaviors must be compatible with Mariposa's triple bottom line practices and social justice values.
Requirements
REQUIRED EXPERIENCE, SKILLS, AND ABILITIES

• 3+ years experience managing a customer service team of 10+ staff, preferably in a high-volume retail setting.
• 5+ years cashiering experience with knowledge of register hardware operations.
• Proven success scheduling staff in year round business requires; managing a labor budget of $200K+ preferred.
• Experience building strong teams in a diverse professional setting; the ability to talk about diversity with staff.
• Demonstrated experience designing and implementing job training for staff.
• Experience facilitating and administering performance evaluations.
• Experience with membership sales and sales campaigns.
• Proven experience setting and achieving long-term goals.
• Excellent communication skills even during sensitive conversations and in public or group settings.
• Excellent customer service skills.
• High level of knowledge of Microsoft Office software and Google products including Gmail and Drive.
• Working knowledge of POS systems mandatory; working knowledge of CRM systems a plus!
• Attention to detail needed to perform tasks accurately, efficiently, and punctually.
• Ability to confidently uphold Loss Prevention policies and procedures in a retail setting.
• Ability to confidently identify, report, and resolve problems before they escalate.
• Ability to manage time efficiently, maintain focus, and stay productive in a fast-paced environment.
• Available to work evenings, weekends, and holidays as needed.
• Current PA Food Handling certification is a plus. Ability to acquire certification is a must.

• Standing, walking, climbing, bending, sitting, reaching
• Speaking for extended periods
• Fine motor skills needed
• Specific vision ability: close vision and ability to adjust focus
• Ability to lift up to 50 lbs.
• Ability to wear a mask for several hours.