General Manager

Role details

Position Summary

The General Manager (GM) is responsible for the overall management and success of the store, including operations, compliance, sales, inventory control, and staff leadership. The GM oversees all aspects of the business, ensuring it runs efficiently and meets financial and operational goals. This role requires strategic thinking, strong leadership abilities, and a commitment to delivering outstanding customer service. The GM is also accountable for budgeting, accounting, and maintaining high standards across all store functions.

Essential Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Operations:

• Oversee operational execution, ensuring all policies and procedures are followed.
• Oversee building maintenance and communicate needs to corporate or DMs.
• Handle customer complaints in a calm, professional manner.
• Ensure loss prevention and security policies and practices are followed.
• Submit proper HR documentation to Human Resources when needed (employee paperwork, termination forms, new hire forms, incident reports).
• Ensure online orders and curbside operations run smoothly and efficiently when applicable.
• Communicate policy changes to ASMs and staff, ensuring that ASMs relay these changes effectively.
• Direct and monitor security personnel, if applicable.
• Investigate and prevent asset loss with the loss prevention team (internally and externally) through sales floor awareness.
• Assist with the execution of all opening and closing checklists.

Compliance:

• Oversee the CRA Compliance Checklist and ensure it is sent to DMs monthly.
• Ensure that the store and employees operate within the guidelines and standards of state and CRA rules at all times.
• Oversee weekly CRA compliance store walkthroughs using the Compliance Checklist.

Sales:

• Monitor sales KPIs and average ticket sales using reporting tools.
• Use sales data to motivate and coach staff.
• Coordinate and partner with upper management to drive the success of promotions, loyalty programs, and app downloads.
• Ensure visual standards are set in accordance with company direction.
• Ensure that Cannabis Consultants perform in accordance with their job responsibilities and showcase sales-driven service.
• Lead a consistent focus on customer loyalty and create emotionally engaging customer experiences using cannabis consultant playbook tactics.
• Foster good relationships with the community to help drive business sales.

Inventory:

• Ensure all employees are up to date on regulatory changes.
• Ensure audits are conducted according to schedule and completed on time.
• Ensure orders are received accurately and according to policy.
• Ensure that inventory is compliant with state regulations and accurate for accounting purposes.
• Monitor inventory to ensure all product from the vault is on the sales floor using store action reports in BI tools.
• Manage inventory levels by overseeing which products are selling, out of stock, and assessing moving vs. non-moving products.
• Review expiring/aging products weekly with the Operations Specialist for inventory discounts and special promotions.
• Assist the Operations Specialist with managing returns and wasted products.

Staff:

• Create an environment that embodies our 5 promises while inspiring and encouraging employee growth and engagement.
• Manage break times and vacation requests for employees.
• Issue and properly execute corrective actions, performance improvement plans, termination forms, and all-encompassing HR forms.
• Ensure that all employees perform in accordance with their job roles and responsibilities at all times.
• Create employee schedules and monitor overtime.
• Review employee timecards and adjust time punches as necessary.
• Ensure proper training and onboarding are conducted for new hires.
• Motivate and inspire a warm, respectful, and friendly work atmosphere for all staff in adherence to the Cloud/Timber brand values.
• Handle demotions and terminations.
• Resolve interpersonal conflicts and improve staff morale.
• Oversee work performance and leadership from Assistant Management, Operations Specialist, Floor Leads, Cannabis Consultants, and Receptionists.
• Ensure all staff members comply with company policies, including but not limited to attendance and dress code.

Accounting:

• Handle vault and ATM machine refills for accounting purposes.
• Order change for the store and bills for the ATM machines.
• Complete cash sheets as necessary.
• Conduct vault counts on a scheduled basis.
• Oversee the invoicing process with the Operations Specialist to reduce the risk of errors.
• Record and distribute employee tips.
• Submit timecards and employee tips, spiffs, and bonuses, when applicable, before the payroll deadline.
• Assist the cash carrier with cash pickups.

Additional Expectations:

• Expected to work a minimum of 40 hours in the store per week.
• Be accessible when not at work to assist with operations.
• Assist with setting up company events at the store level.
• Help with Higher Hopes’ philanthropic initiatives.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Age Requirement: Must be 21 years or older (State Requirement).
• Must pass a background check.
• Must be able to accommodate scheduling expectations, including weekends, holidays, and evening hours.
• High school diploma or equivalent.
• At least 2 years of experience in a customer service-related field.
• 2-4 years of experience in a leadership position in retail or related industry.
• Experience with POS systems and cash management.
• Ability to think strategically, make informed decisions, and solve problems.
• Strong attention to detail and organization.
• Ability to develop cannabis market and product knowledge.
• Ability to cultivate and develop a team to excel and achieve objectives.
• Ability to work in a highly regulated environment with strict compliance standards.
• Strong communication and interpersonal skills.
• Excellent time management and organizational skills.
• Maintain flexible availability aligned with retail business needs, including evenings, weekends, and holidays.

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