Front End Manager

New Leaf•Santa Cruz, CA

About The Position

The Front End Manager is accountable for the overall success of the Front-End department, including financial stewardship, customer service, department conditions, merchandising, food and work safety, communication, hiring, training, and performance management. This management position provides leadership in line with company values and promotes a positive work environment aligned with the company’s mission, vision, values, and policies. The role oversees all areas of the department, establishes service and operational expectations, manages staff and workflow, and balances administrative duties with a presence on the floor. The manager helps meet financial, labor, and margin goals while maintaining quality and service standards. They also ensure compliance with company procedures and applicable local, state, and federal regulations. Work takes place in a grocery store environment that may include wet or slippery surfaces, moderate noise, temperature extremes in coolers and freezers, outdoor work in some locations, and exposure to certain allergens or chemicals. The position has medium physical demands, including frequent to continuous standing and walking and occasional lifting, carrying, pushing, pulling, bending, reaching, and climbing.

Requirements

Prior Front-End management experience required.
Previous supervisory or management experience required.
Working knowledge of POS, inventory, or other retail-specific software required.
Skills to manage financial results, including labor, sales, and profit margin.
Excellent written and verbal communication skills required.
Basic to intermediate math and computation skills required.
Ability to read, understand, and follow verbal and written instructions; exercise good judgment; resolve conflicts; and analyze situations to find solutions.
Ability to speak, read, and understand English.
Ability to perform the physical demands of the role, including frequent to continuous standing and walking; lifting, pushing, pulling, reaching, and handling items; and occasionally climbing, carrying, bending, or crouching.

Nice To Haves

Previous customer service, food service, retail, or grocery experience preferred.
Entry-to-mid-level proficiency with MS Office.

Responsibilities

Oversee all areas of the Front-End department and assess, prioritize, and delegate tasks and workflow.
Cashier, bag customer purchases, and perform carry-outs as needed.
Establish service expectations and train staff to deliver an exceptional front-end customer experience using company programs and policies.
Maintain department conditions, including appearance, cleanliness, signage, staffing, and service levels.
Model friendly and attentive customer service; coach staff, recognize accomplishments, and identify opportunities for improvement.
Handle escalated customer service situations and seek solutions; train and coach staff to do the same.
Manage department schedules and work toward labor, sales, and margin goals; develop plans when results fall short of expectations without compromising quality or service.
Establish and enforce cash-handling, register, and return procedures; assist cashiers with complex returns.
Ensure staff training and compliance with alcohol sales requirements and other state and local regulations.
Maintain the Front End resource guide and ensure cashier accuracy.
Ensure compliance with company invoice, credit, transfer, and inventory procedures.
Share product knowledge and industry trends, including general culinary terminology, product labeling, and common dietary restrictions.
Coach the department to maintain accurate, organized inventory and back stock; handle damaged and spoiled products according to company policy.
Maintain working knowledge of department equipment, train staff, and troubleshoot errors as needed.
Use resources and labor efficiently while maintaining quality and service standards.
Balance administrative work with a presence on the sales floor.
Directly manage staff, including hiring, scheduling, reviews, development, ongoing coaching, and feedback.
Promote a collaborative team environment, open communication, constructive feedback, and proactive resolution of staff issues and conflicts.
Conserve company resources and work in accordance with company values and sustainability programs.
Follow company work and food safety policies and applicable regulatory requirements; contribute to store cleanliness and maintain equipment.
Inform store or department management of problems and comply with company rules, policies, and location-specific guidelines.
Perform other tasks and duties as assigned.