Job Description
| The Keyholder supports store leadership in overseeing daily store operations and ensuring an exceptional customer experience in a fast-paced specialty grocery retail environment. This role serves as a trusted operational leader responsible for opening and closing procedures, cash handling oversight, customer service support, and maintaining operational standards in the absence of store/district leadership. The Keyholder assists with team support, operational execution, merchandising, and compliance with company and WIC program standards while helping drive a clean, organized, and customer-focused store environment. |
Principal Responsibilities | - Performs opening and closing procedures in accordance with company operational and cash handling standards.
- Provides leadership support to Store Associates during assigned shifts and serves as the acting leader in the absence of store/district leadership.
- Delivers exceptional customer service and assists in resolving customer concerns or escalated issues professionally and promptly.
- Supports daily store operations including cashiering, stocking, merchandising, and operational execution.
- Ensures compliance with company policies, WIC program standards, food safety procedures, and operational guidelines.
- Assists with cash handling procedures including register counts, deposits, drawer balancing, and POS reconciliation.
- Monitors store presentation, cleanliness, product rotation, and merchandising standards throughout assigned shifts.
- Supports inventory management activities including receiving, stocking, organizing back stock, and minimizing shrink.
- Assists with training and coaching Store Associates on operational procedures and customer service expectations.
- Supports labor efficiency and workflow execution to maintain operational productivity.
- Identifies operational concerns and communicates issues to store/district leadership in a timely manner.
- Helps maintain a safe, organized, and customer-focused environment for employees and customers.
- Assists with implementation of company initiatives, promotions, and operational programs.
- Maintains punctuality, professionalism, and reliable attendance in accordance with company expectations.
- Performs other duties as assigned by management.
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Supervisory Responsibilities | - Provides day-to-day operational support and leadership guidance to Store Associates during assigned shifts.
- Assists with training and coaching of newly hired employees.
- May delegate tasks and monitor workflow execution during assigned shifts.
- Does not have direct supervisory authority unless otherwise designated by management.
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Qualifications | - High school diploma or GED preferred.
- Minimum 1-2 years of retail, grocery, cashiering, or customer service experience preferred.
- Previous experience in a lead, shift lead, or keyholder role preferred.
- Experience in high-volume retail or grocery operations preferred.
- Familiarity with WIC program operations or regulated retail environments preferred.
- Bilingual English/Spanish preferred based on operational and market needs.
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Skills Required
| In addition to the skills required for Store Associate, the following skills are required: - Strong leadership and team development skills.
- Ability to lead in a fast-paced, customer-focused retail environment.
- Strong problem-solving and conflict resolution abilities.
- Excellent verbal and written communication skills.
- Proficiency with POS systems and basic computer applications including Microsoft Office products.
- Strong organizational, multitasking, and time management skills.
- High attention to detail and operational accuracy.
- Ability to interpret operational expectations and execute with consistency.
- Ability to maintain composure and professionalism under pressure.
- Ability to coach employees and drive accountability.
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Competencies | - Communicates Effectively - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
- Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
- Customer Focus - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Decision Quality - Combines insights from experience, data, and feedback from others to make sound decisions. Makes difficult decisions even when faced with resistance from others. Demonstrates commitment to upholding Grocery Services’ standards and holds the team accountable for their decisions.
- Ensures Accountability - Holds self and others accountable for measurable high-quality, timely, and cost-effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for mistakes. Complies with established control systems and rules.
- Managing People - Leads, trains, and develops store teams.
- Drives Results - Achieves store-level sales and operational goals.
- Situational Adaptability - Adjusts approach to meet changing operational demands.
- Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
- Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
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Physical Demands and Work Environment | - Frequently required to stand and walk for extended periods of time.
- Frequently required to bend, stoop, kneel, reach, and lift products.
- Frequently required to use hands and fingers for cashiering, stocking, and operational tasks.
- Must be able to occasionally lift and/or move up to 50 pounds.
- Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
- Work is performed in a retail grocery environment with moderate noise levels and frequent customer interaction.
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