The General Manager (GM) of a Thorntons’ Convenience Store is responsible for managing all aspects of the business to ensure that Guests are delighted with a fast, friendly, fresh, clean, and in-stock shopping experience. The GM is responsible for achieving performance targets, providing craveable food and beverage offerings in a food safe environment, and improving financial performance year-over-year through the Plan to Win Strategy and Thorntons’ Core Values. The GM accomplishes these results in a Staffed, Stable & Scheduled environment by providing a consistent Team Member experience through training, coaching, and recognition, while fostering a safety culture by Believing in Zero.
Essential Job Functions (Responsible to)

• Believe in Zero: Drive a safety culture by ensuring a clean, organized, and safe environment for all Team Members and Guests. Ensure proper procedure is followed relating to safety, accidents, and incidents including reporting, investigations, and documentation
• Create a place of welcoming and belonging for our Guests and Team Members
• Oversees the daily execution of the Store Operating System through management of the Game Plans to deliver a consistent Guest/brand experience that enables the store to achieve performance targets and improve financial performance; ability to delegate tasks accordingly and follow up to completion
• Deliver the Budget: Grow top line P&L performance and control key financial lines; understand reports and how the information can impact and/or increase sales; develop plans to correct budget misses, measure and track plan effectiveness, and ultimately achieve budget in a timely manner
• Deliver Growth: Engage and lead company initiatives
• Oversee food production to ensure food safety requirements are met at all times and par levels are maintained for a craveable and consistent offering, while growing sales and controlling waste
• Favorite Place to Work: Develop well trained Team Members by following Thorntons’ training processes as prescribed while demonstrating our core values. Support and guide team members through career path while holding Team Members to a high standard of execution through coaching and accountability via Thorntons’ Progressive Discipline Process
• Recruit, interview, hire and schedule all Team Members to ensure adequate coverage for all shifts
• Train and empower Team Members to de-escalate guest service issues by making an impression that will LAST (Listen, Ask, Solve, Think)
• Communicates with Team Members in a positive manner that motivates and inspires them to act in accordance with Plan to Win
• Comply with all federal, state, and local inspectors by taking immediate and appropriate action, and communicating and maintaining records of all inspections, certificates, and necessary records
• Promote sales and profits working within the local community to partner and support events that extend the Thorntons Brand
• Regular and predictable in-person attendance
• Perform additional duties as assigned

Key Relationships

• Region Manager
• Store Manager
• Guest Service Representative
• Human Resource Manager
• Recruiter
• Trainer
• Auditor

Skills

• Prioritizes and distributes work to deliver objectives on time and to the highest standard
• Demonstrates a positive and approachable presence, even during stressful situations
• Recognizes positive performance, celebrates team achievements, addresses poor performance
• Takes action to remove obstacles and address problems before they impact performance and results
• Provides feedback effectively and with empathy
• Actively solicits internal and external Guest feedback in order to improve business relationships
• Fosters team camaraderie, collaboration, and cohesion
• Uses "active listening" to understand viewpoints of others. Adjusts one's position/view in order to try and resolve conflict
• Values the differences that individuals bring to the team

Knowledge

• Principles and processes for providing Guest Service. This includes Guest needs assessment, meeting quality standards for services, and evaluation of Guest satisfaction
• Principles and methods for showing, promoting, and selling products or services
• Principles and procedures for personnel recruitment, selection, and training

Experience

• Minimum 3 years single-unit management in retail and/or food and beverage industries
• Experience with the following applications a plus;

o Peoplematter
o Kronos (Labor Scheduler and HR Actions)
o PDI
Equipment/Special Expertise

• NA

Required or Preferred Qualifications/Certifications

• High School Diploma or GED
• Serve Safe Certification required
• Must have valid driver’s license

Other Considerations

• Must be able to climb a ladder to clean windows, stock shelves, make price changes, etc.
• Pursuant to New York City law, must be fully vaccinated against COVID-19 (meaning you have completed the initial vaccine series, booster shots not required) and, if hired, present proof of vaccination by start date.

Physical Requirements

• Must be able to climb a ladder to clean windows, stock shelves, make price changes, etc.
• Daily Standing, Pushing, Pulling, Reaching, Bending, Squatting, Climbing, Walking and Lifting up to 50 lbs.
• Occasional Sitting and Driving required.
• Exposed to extreme weather conditions and temperatures
• Long periods of standing
• Exposure to gasoline fumes and cleaning products
• Thorntons LLC is committed to being an Equal Opportunity Employer, and providing reasonable accommodations to qualified candidates and employees pursuant to applicable law. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, or any other characteristic protected by federal, state, or local law. If you require reasonable accommodation as part of the application process please contact applicationaccommodations@mythorntons.com 9 am – 5 pm EST M-F.