General Manager

The General Manager (GM) of a Thorntons’ Convenience Store is responsible for managing all aspects of the business to ensure that Guests are delighted with a fast, friendly, fresh, clean, and in-stock shopping experience. The GM is responsible for achieving performance targets, providing craveable food and beverage offerings in a food safe environment, and improving financial performance year-over-year through the Plan to Win Strategy and Thorntons’ Core Values. The GM accomplishes these results in a Staffed, Stable & Scheduled environment by providing a consistent Team Member experience through training, coaching, and recognition, while fostering a safety culture by Believing in Zero.

Essential Job Functions (Responsible to)

• Believe in Zero: Drive a safety culture by ensuring a clean, organized, and safe environment for all Team Members and Guests. Ensure proper procedure is followed relating to safety, accidents, and incidents including reporting, investigations, and documentation
• Create a place of welcoming and belonging for our Guests and Team Members
• Oversees the daily execution of the Store Operating System through management of the Game Plans to deliver a consistent Guest/brand experience that enables the store to achieve performance targets and improve financial performance; ability to delegate tasks accordingly and follow up to completion
• Deliver the Budget: Grow top line P&L performance and control key financial lines; understand reports and how the information can impact and/or increase sales; develop plans to correct budget misses, measure and track plan effectiveness, and ultimately achieve budget in a timely manner
• Deliver Growth: Engage and lead company initiatives
• Oversee food production to ensure food safety requirements are met at all times and par levels are maintained for a craveable and consistent offering, while growing sales and controlling waste
• Favorite Place to Work: Develop well trained Team Members by following Thorntons’ training processes as prescribed while demonstrating our core values. Support and guide team members through career path while holding Team Members to a high standard of execution through coaching and accountability via Thorntons’ Progressive Discipline Process
• Recruit, interview, hire and schedule all Team Members to ensure adequate coverage for all shifts
• Train and empower Team Members to de-escalate guest service issues by making an impression that will LAST (Listen, Ask, Solve, Think)
• Communicates with Team Members in a positive manner that motivates and inspires them to act in accordance with Plan to Win
• Comply with all federal, state, and local inspectors by taking immediate and appropriate action, and communicating and maintaining records of all inspections, certificates, and necessary records
• Promote sales and profits working within the local community to partner and support events that extend the Thorntons Brand
• Regular and predictable in-person attendance
• Perform additional duties as assigned

Key Relationships

• Region Manager
• Store Manager
• Guest Service Representative
• Human Resource Manager
• Recruiter
• Trainer
• Auditor

Skills

• Prioritizes and distributes work to deliver objectives on time and to the highest standard
• Demonstrates a positive and approachable presence, even during stressful situations
• Recognizes positive performance, celebrates team achievements, addresses poor performance
• Takes action to remove obstacles and address problems before they impact performance and results
• Provides feedback effectively and with empathy
• Actively solicits internal and external Guest feedback in order to improve business relationships
• Fosters team camaraderie, collaboration, and cohesion
• Uses "active listening" to understand viewpoints of others. Adjusts one's position/view in order to try and resolve conflict
• Values the differences that individuals bring to the team

Knowledge

• Principles and processes for providing Guest Service. This includes Guest needs assessment, meeting quality standards for services, and evaluation of Guest satisfaction
• Principles and methods for showing, promoting, and selling products or services
• Principles and procedures for personnel recruitment, selection, and training

Experience

• Minimum 3 years single-unit management in retail and/or food and beverage industries
• Experience with the following applications a plus;

o Peoplematter
o Kronos (Labor Scheduler and HR Actions)
o PDI
Equipment/Special Expertise

• NA

Required or Preferred Qualifications/Certifications

• High School Diploma or GED
• Serve Safe Certification required
• Must have valid driver’s license

Other Considerations

• Must be able to climb a ladder to clean windows, stock shelves, make price changes, etc.
• Pursuant to New York City law, must be fully vaccinated against COVID-19 (meaning you have completed the initial vaccine series, booster shots not required) and, if hired, present proof of vaccination by start date.

Physical Requirements

• Must be able to climb a ladder to clean windows, stock shelves, make price changes, etc.
• Daily Standing, Pushing, Pulling, Reaching, Bending, Squatting, Climbing, Walking and Lifting up to 50 lbs.
• Occasional Sitting and Driving required.
• Exposed to extreme weather conditions and temperatures
• Long periods of standing
• Exposure to gasoline fumes and cleaning products