Front-End Manager (Internal Only)-Richmond
Position Summary
Lee’s Marketplace is a family-owned grocery chain dedicated to providing a great shopping experience for guests. The Frontend Manager leads and manages the front-end operations, ensuring excellent customer service, efficient checkout, and smooth daily operations.
Primary Position Duties
Ensure fast, friendly, and accurate checkout, bagging, and service desk experiences
Address and resolve customer issues efficiently and professionally
Ensure all team members on the Frontend are completely trained and certified in assigned roles
Ensure all POS systems are functioning at peak levels. Troubleshoot POS issues promptly and coordinate repairs or support as needed
Investigate pricing discrepancies at the register, determine root causes, and take corrective action
Verify correct payment methods are accepted and properly processed
Ensure team members are aware of current promotions, ad pricing, and in-store specials
Oversee daily cash handling procedures, including tills, safe counts, and deposits
Maintain cleanliness, safety, and organization of front-end, entry areas, and parking lot
Guest Service
Provide knowledgeable answers to guest inquiries
Train team members to resolve guest concerns professionally and escalate when necessary
Monitor and manage front-end operations to minimize wait times
Ensure accurate application of promotions, ad pricing, and loyalty programs
Maintain a visible presence on the front end to support guest interactions and team guidance
Address and follow up on guest feedback or complaints, coordinating with other departments as needed
Promote and exemplify a high level of morale within department and store
Product Handling
Ensure front-end team members handle products with care, inspecting items during checkout to maintain quality standards and replacing any products that do not meet Lee’s Marketplace expectations
Train and ensure adherence to proper bagging procedures to prevent cross-contamination and ensure the safe handling of guest groceries
Conduct regular training sessions with Cashiers, Courtesy Clerks, and Customer Service Desk staff to build product knowledge and improve familiarity with product locations
Train all front-end team members on the correct procedures for handling damaged items, including appropriate storage locations by department
Ensure that no returned perishable items are placed back on the sales floor, in accordance with food safety and quality standards
Follow and train team members on the proper procedures for handling returns, exchanges, and special orders, ensuring compliance with company policies
Cleanliness and Safety
Maintain a clean, organized, and welcoming front-end area, including registers, bagging areas, and entrances
Follow all safety and sanitation procedures. Ensure adherence to store safety and sanitation standards by all front-end team members
Conduct regular checks of workstations for cleanliness, safety hazards, and operational readiness
Respond to spills, hazards, or other safety issues promptly and according to policy
Ensure that hygiene practices for all Frontend staff, including regular use of proper sanitation processes, are followed
Report any safety hazards or equipment issues to Store Director
Adhere to all food safety and sanitation regulations
Department Financial Management
Track and support daily, weekly, and monthly labor budgets to ensure targets are met and identify areas for improvement
Create efficient schedules that align with sales forecasts and labor budgets, ensuring productivity without overspending
Responsible for forecasting labor needs and ensuring sufficient team coverage to meet customer demand and operational efficiency
Cash Handing
Oversee the handling and processing of returns, exchanges, and special orders at the customer service desk
Ensure proper acceptance of payment methods (cash, cards, checks, EBT, WIC, etc.)
Monitor and verify accuracy of register drawers, safe counts, and daily deposits
Ensure accurate pricing and scanning of all items at the register
Monitor point-of-sale (POS) systems to ensure proper function and report any technical issues
Train cashiers to properly handle special items (e.g., bulk, weighed items, produce codes, alcohol, etc.)
Track cashier over/short reports and implement corrective training as needed
Ensure all financial procedures follow company policy and are documented properly
Minimize shrink at the front end through strong oversight of returns, voids, and transactions
Team Collaboration
Work cooperatively with team members to achieve store goals
Encourage all team members to reach the highest level of teamwork and guest service at all times
Communicate and support the Lee’s MarketPlace Mission statement and Core Values
Participate in team meetings and training sessions
Assist other departments as needed
Work in a fast-paced, sometimes crowded, production environment with tact and patience
Communicate upcoming promotions and in-store events with front-end staff
Cook up with other department managers to resolve guest issues and coordinate service
Attend departmental, store, and company meetings as required
Contribute to profits and revenues and meet productivity standards
Refers to Team Member Handbook continually to ensure policies and procedures are followed
Promotes a harassment-free environment, and immediately reports any potential harmful situation to management
Maintain good order and productivity through appropriate coaching and proper documentation of these procedures
Maintain consistency with coaching procedures among team members
Ensure that Team Member evaluations are done in a timely manner, and follow company policies and procedures for raises and promotions
Conduct performance evaluations and provide feedback to encourage professional growth
Be a professional example for all team members to follow
Position Requirements
Age Requirement: 21 yrs+
Availability: 8:00 am-6:00 pm any day, Monday-Sunday, according to the needs of the store
Physical Requirements: Ability to stand, walk, twist, sit, and bend for extended periods; Ability to lift and carry items weighing up to 50 pounds; Manual dexterity for handling small objects and operating equipment; Repetitive use of hands and arms to push, pull, carry, lift, reach, grip, and balance; Occasionally stoop, crouch, kneel, or crawl
Tools And Machinery: Point of Sale (POS) system; Wheeler; Trash compactor; Box cutters; Scales; Temperature-controlled rooms; Computers (chrome books, desktops, laptops, etc.); Phones/intercom; Helium Tanks/Latex; Credit card scanners; Printers/scanners/fax machines; Any other items seen fit for role
Education Or Skills
Education and Experience: High school diploma or equivalent (Required)
Previous experience in retail or guest service (Preferred)
Previous leadership experience (Preferred)
Strong knowledge of POS systems and register operations
Skills and Abilities
Ability to write, speak, hear, and understand the spoken word to respond promptly to pages, requests, team members, and guests
Strong leadership abilities, with experience in training and developing staff
Excellent communication, leadership, and problem-solving skills
Detail-oriented, especially regarding pricing and payment accuracy
Proven ability to motivate and inspire a team to achieve goals
Strong analytical and decision-making skills to address operational challenges
Ability to implement solutions quickly and effectively
Strong organizational and multitasking abilities to manage various department operations simultaneously
Ability to learn new technology quickly
Ability to handle customer inquiries and complaints effectively
Strong math skills
Ability to read and follow instructions
Good verbal communication skills
Compensation
Competitive hourly wage/salary
Paid time and a quarter on Sundays
Benefits packages including health insurance, Disability plans, EAP, 401k plans, and Supplemental Insurances
10% discount, restrictions apply
Ace Hardware Discount at Lees Ace Hardware locations
Paid Time Off to those who qualify
Work Environment
Friendly and supportive team atmosphere
Opportunities for career advancement and professional development
Safety forward atmosphere
Innovative, supportive, and input driven management team
Note
This job description is not intended to be all-inclusive. Team members may perform other related duties as negotiated to meet the ongoing needs of the organization.