What are the responsibilities and job description for the KCK Flagship Store Manager position at Kilwins Columbus?
FLAGSHIP STORE MANAGER – RETAIL & HOSPITALITY
Location: Kilwins Flagship Company Store – Petoskey, Michigan
Reports to: Director of Company Stores
FLSA Status: Salaried/Exempt
Employment Type: Full-Time
Revised: September 2026
Reports to: Director of Company Stores
FLSA Status: Salaried/Exempt
Employment Type: Full-Time
Revised: September 2026
THE WHY
Since 1947, Kilwins has been creating enjoyment and making people happy. Our flagship store brings that purpose—and our history, craftsmanship, and hospitality—to life for customers, franchisees, visitors, and community partners.
Our values are simple: Treat others as you want to be treated. Do your best. Have fun.
POSITION SUMMARY
The Flagship Store Manager leads the team and full operation of Kilwins’ flagship company store. This hands-on leader is accountable for the customer experience, staffing, sales, labor, inventory, confection production, food safety, and financial performance.
The role also oversees guided tours, supports Kilwins University and franchisee visits, builds community and business relationships, and assists sister company stores.
WHAT YOU’LL DO
- Recruit, schedule, train, coach, and develop the team; set clear expectations and partner with Human Resources and the Director of Company Stores on employment decisions.
- Lead from the sales floor, model Kilwins hospitality, maintain a welcoming store, and resolve customer concerns with care and sound judgment.
- Oversee tours, Kilwins University activities, franchisee visits, company events, and other programming that reflects Kilwins history and brand standards.
- Manage sales, labor, budgets, cash controls, inventory, ordering, merchandising, confection production, special orders, shipping, equipment, facilities, and operational reporting.
- Use business results to guide decisions, prepare for seasonal volume, and communicate needs, risks, and recommendations to the Director of Company Stores.
- Build relationships with community and tourism partners, support business-to-business opportunities, and coordinate assistance to sister stores when needed.
- Become certified in all store zones and required production processes, then train and coach Team Members while maintaining product quality, food safety, sanitation, workplace safety, and youth-employment compliance.
WHO THRIVES HERE
You’ll probably enjoy this role if you are a hands-on leader who sees what needs attention and steps in to keep people, production, and the customer experience moving smoothly.
You are comfortable developing people, managing a complex and highly visible operation, preparing for seasonal demands, building community relationships, and representing Kilwins with guests, franchisees, and company leaders.
QUALIFICATIONS
- Management experience in retail, hospitality, food service, or a related environment.
- Demonstrated ability to develop people, manage performance, and hold others accountable respectfully.
- Strong customer-service, communication, organization, financial, and problem-solving skills.
- Ability to manage complex operations and use business results to guide decisions.
- Proficiency with Microsoft Outlook, Teams, Excel, and Word and the ability to learn Kilwins systems.
- ServSafe Manager certification or willingness to obtain it within the required timeframe. Kilwins will pay the certification cost when needed.
THE SWEET TRUTH & HURDLES
This is an onsite, hands-on leadership role. Availability must meet business needs, including days, evenings, weekends, holidays, special events, Kilwins University activities, and seasonal peaks. Most working time is spent on the sales floor.
The position requires prolonged standing and walking; frequent bending and reaching; working near food-production and refrigeration equipment; and lifting up to 50 pounds. Essential job functions must be performed with or without reasonable accommodation.
BENEFITS AND ADDITIONAL INFORMATION
Benefits include medical, dental, and vision insurance; 401(k); HSA; short- and long-term disability coverage; a 50% employee discount at Kilwins Company Stores; and other benefits according to applicable plan terms. $1,500 sign-on stay bonus eligible.
Employment is contingent upon successfully completing applicable background-check and drug-screening requirements.
Kilwins Chocolates Franchise, Inc. is an Equal Opportunity Employer and a Recovery Friendly Workplace. We maintain a smoke-free, vape-free, and drug-free workplace.
This description summarizes the position’s general duties. Other related work may be assigned based on business needs.