Retail Operations Manager

Retail Operations Manager

Reports To: Director of Operations / District General Manager

Status: Full-Time, Salaried Exempt

Position Overview

The Retail Operations Manager is responsible for leading daily storefront operations, developing retail staff, maintaining Termini Brothers’ customer service standards, and ensuring each location operates with consistency, professionalism, and attention to detail.

As part of a family business with more than 100 years of history, this role requires strong leadership, sound judgment, accountability, and a commitment to preserving the quality, tradition, and customer experience that define Termini Brothers Bakery.

The Retail Operations Manager is expected to be present during store operating hours to oversee staff, customer service, product presentation, order execution, cash handling, and daily operational standards. When the Retail Operations Manager is not present, a designated Key Holder must be in place.

Leadership Responsibilities

• Consistently model customer service expectations using “The Process” standards.
• Foster a positive, professional, and team-oriented work environment.
• Maintain open communication with associates regarding expectations, operational goals, sales performance, and customer service standards.
• Maintain a regular presence at assigned store locations to observe operations and support staff.
• Delegate responsibilities effectively while maintaining accountability.
• Demonstrate professionalism and leadership in all communication and actions.
• Maintain professional and appropriate relationships with all staff members.

Sales & Customer Experience

• Motivate staff to deliver excellent customer service, proper coverage, and timely completion of daily responsibilities.
• Build customer loyalty through meaningful customer engagement and product knowledge.
• Execute sales strategies and promotional initiatives to help meet company goals and reduce product shrink.
• Ensure online ordering systems and applications remain updated with accurate inventory availability.
• Follow up on customer orders and guest experiences to support long-term customer retention.
• Support company initiatives and operational goals communicated by leadership.

Staff Development & Accountability

• Support onboarding and continuous training of new and existing staff.
• Partner with leadership to identify staffing needs and support recruiting efforts.
• Enforce company handbook policies and operational procedures consistently.
• Participate in employee performance reviews and performance improvement discussions.
• Recognize and reward strong staff performance while addressing performance concerns promptly and professionally.
• Maintain a professional work environment free from gossip, inappropriate language, excessive cell phone usage, and unprofessional behavior.
• Provide ongoing coaching and daily performance feedback to staff members.

Operational Standards

• Ensure proper product placement, merchandising, and product rotation daily.
• Ensure all operational and handbook policies are consistently followed.
• Ensure cleaning procedures are maintained throughout the entire day, both inside and outside the storefront.
• Oversee cash handling procedures and drawer accountability.
• Ensure customer orders are updated, organized, and prepared accurately prior to pickup.
• Document operational issues, customer incidents, attendance concerns, and delivery issues appropriately.
• Ensure all products, supplies, and production needs are communicated and maintained daily.
• Utilize company checklists, operational documents, and reporting tools consistently.
• Perform all additional responsibilities assigned by leadership.

Additional Information

This job description is intended to outline the general responsibilities and expectations of the position and is not intended to be all-inclusive. Responsibilities may change periodically with or without notice based on business needs.

Qualifications

• High school diploma or equivalent required; bachelors degree preferred.
• Proven management experience in retail or food and beverage environment with supervising responsibilities; previous General Manager/Assistant Manager experience is highly valued.
• Strong communication skills with the ability to motivate teams and engage customers effectively.
• Demonstrated proficiency in people, process, and inventory management.
• Multilingual or bilingual abilities are a plus for serving diverse customer bases.
• Extensive knowledge of POS systems, retail math, pricing strategies, merchandising techniques, and retail sales principles.
• Exceptional organizational skills with the ability to manage time efficiently across multiple priorities.
• Leadership qualities with a focus on training & development, team management, and operational excellence.
• Ability to handle cash transactions accurately while maintaining high standards of customer service and ph…