General Manager

Position Summary

The General Manager (GM) oversees the operations and performance of assigned convenience store locations, ensuring alignment with company Mission, Vision, Values, goals, financial targets, and customer service standards. Reporting to the District Manager, the GM is responsible for leading and managing Assistant Store Managers (ASMs) and store team members, driving operational efficiency, and fostering a positive, customer-focused work environment.

Essential Position Functions and Responsibilities

• Leadership & People Management

  • Recruitment & Staffing: Partner with HR to manage hiring needs across locations, including interviewing and selecting high-caliber candidates for ASM and store team member roles.

  • Scheduling & Workforce Planning: Develop and manage schedules to ensure optimal staffing levels across locations, balancing labor costs with customer demand and operational needs.

  • Training & Development: Oversee onboarding, training, and ongoing development of ASMs and team members, ensuring all employees are well-prepared to meet performance and customer service expectations.

  • Performance Management: Conduct ongoing performance evaluations for ASMs and assist them in setting and achieving goals in alignment with Company’s chosen operating system. Address performance issues promptly and in alignment with company policy with ASMs and store team members.

  • Employee Engagement: Create a positive and inclusive work environment that encourages team cohesion, motivates employees, and aligns with the company's core values.

  • Coaching & Mentorship: Provide day-to-day guidance to ASMs, equipping them with the tools and support needed to lead their teams effectively. Act as a mentor to promote leadership growth and succession planning.

  • Conflict Resolution: Address and resolve team member issues in a timely, fair, and constructive manner, escalating to HR as necessary for further support or disciplinary action.

• Operational Management

  • Consistency Across Locations: Ensure each store adheres to company operational standards, including cleanliness, safety, and organization.

  • Inventory & Merchandising: Monitor inventory levels across locations, coordinate with ASMs on stock replenishment, and implement merchandising guidelines to drive sales.

  • Financial Oversight: Track and manage store-level financial performance, focusing on labor cost control, expense management, and minimizing shrinkage.

  • Procedural Compliance: Conduct regular store audits to verify compliance with company policies, safety standards, and operational procedures.

  • Daily Reporting: Review daily reports to assess sales, expenses, and other KPIs, taking corrective actions as needed to meet financial and operational targets.

• Customer Service & Brand Management

  • Act as a role model in delivering exceptional customer service and ensure ASMs and team members prioritize a positive customer experience.

  • Oversee resolution of escalated customer complaints, ensuring prompt and professional handling.

  • Uphold brand standards and image across locations, focusing on cleanliness, organization, and attractive displays.

• Scheduling & Staffing Management

  • Workforce Allocation: Assess staffing needs across stores and create flexible schedules to ensure adequate coverage during peak times, holidays, and special promotions.

  • Labor Cost Management: Balance labor scheduling with store budgets, ensuring efficient allocation of hours while maintaining quality customer service.

  • Cross-Training: Facilitate cross-training opportunities for team members to promote versatility and provide backup for key positions as needed.

• Safety & Compliance

  • Enforce all safety, security, and health protocols, conducting regular meetings to reinforce standards and address potential hazards.

  • Ensure that ASMs and team members are well-versed in safety practices and consistently follow them to create a secure environment for customers and staff.

  • Handle all incident reports, including employee and customer accidents, per company guidelines.

• Strategic & Financial Management

  • Competitive Analysis: Monitor market trends, competitor pricing, and sales patterns, adjusting operations to stay competitive.

  • Budget Management: Oversee each store's budget, controlling costs and maximizing profitability.

  • Long-Term Planning: Develop and execute store-level strategies that align with company objectives and support growth, efficiency, and customer satisfaction.

Critical Core Competencies and Skills

• Proven leadership abilities.
• Strong financial acumen and proficiency in managing budgets, scheduling, inventory, and profit/loss analysis.
• Excellent interpersonal and communication skills, both verbal and written.
• Strong organizational skills with the ability to prioritize and manage multiple responsibilities effectively.
• Adaptable, resilient, and able to handle changing demands in a dynamic environment.

Minimum Education and Experience

• Associates Degree plus 3 years of successful experience in retail management, preferably within convenience store or multi-site environments, or equivalent combination of education and experience.

Preferred Education and Experience

• Bachelor's Degree in Business Administration or relevant field plus 5 years of successful experience in retail management, preferably within convenience store or multi-site environments, or equivalent combination of education and experience.