Multi-Unit Manager

Multi-Unit Leader

The Multi-Unit Leader is responsible for building and developing a high-performing retail operations team by recruiting top talent, delivering consistent training, and providing clear, results-driven leadership.

This role oversees the overall operations of multiple Royal Farms stores, ensuring excellence in customer service, food quality, people development, food safety, store cleanliness, budget compliance, and profitability. The Multi-Unit Leader fosters a culture of accountability, recognition, and continuous improvement across all assigned locations.

Team Leadership & Development

• Build and maintain a high-performing team by actively training, coaching, and developing Store Leaders and their teams.
• Deliver timely and constructive performance feedback to drive individual and team growth.
• Provide resolution-focused guidance in all Employee Relations (ER) matters and proactively support Store Leaders in addressing employee concerns.
• Lead district-level succession planning efforts by identifying high-potential talent and creating development plans to prepare future leaders.
• Establish and maintain a strong talent bench by developing Training Store Leaders and leveraging them to support onboarding, hiring, and growth needs across the district.
• Partner with HR and senior leadership to forecast staffing needs and practically address talent gaps through internal development and external recruitment strategies.

Operational Strategy & Excellence

• Drive consistent operational excellence across all locations by implementing strategic initiatives and ensuring alignment with brand standards.
• Maintain high standards in food quality, safety, cleanliness, and merchandising through regular store consults, audits, and hands-on coaching.
• Promote a culture of accountability and customer service excellence by partnering with Store Leaders to develop and execute targeted action plans.
• Leverage KPIs and operational data to monitor performance, identify trends, and guide decision-making across the district.
• Translate corporate goals into actionable, location-specific plans and support execution through store visits and capability-building.
• Champion continues improvement by identifying inefficiencies and implementing best practices to enhance operational performance.
• Ensure staff have the tools, resources, and working equipment needed to operate safely and effectively by following up on open work orders, addressing safety concerns, and escalating unresolved issues as needed.
• Stay current on all new and updated company policies, procedures, products, and pertinent processes by regularly reviewing SOPs and training materials.
• Ensure timely communication and implementation of updates across all stores, supporting Store Leaders in translating changes into daily operations.

Financial Oversight & Profitability

• Partner with Store Leaders to analyze performance, manage budgets, and foster a culture of financial ownership focused on CGM profitability, cost control, and strategic decision-making.
• Monitor key performance indicators (KPIs) and leverage data to identify trends, diagnose issues, and adjust strategies to meet or exceed financial goals.
• Conduct regular business reviews and consults to assess financial health, optimize labor and inventory, and implement targeted action plans.
• Lead district-level financial planning and forecasting, aligning resources and initiatives to maximize revenue and control costs.

Customer Experience & Brand Stewardship

• Support a consistent and positive customer experience across all locations by helping Store Leaders uphold service standards and address issues promptly.
• Monitor customer feedback and participate in the resolution of escalated complaints through the company's feedback platform, ensuring timely follow-up and accountability.
• Oversee how stores respond to customer concerns, ensuring communication is professional, timely, and aligned with company expectations.
• Reinforce brand standards through store visits, coaching, and operational reviews, ensuring that presentation, cleanliness, and service reflect the Royal Farms brand.
• Promote a customer-first mindset by recognizing great service, sharing best practices, and encouraging problem-solving.

Communication & Collaboration

• Communicate regularly with Store Leaders, team members, and support partners to keep everyone informed and aligned on goals, expectations, and priorities.
• Host weekly leadership meetings and participate in zone and district to share updates, discuss challenges, and support team development.
• Lead monthly financial review meetings with Store Leaders to discuss CGM profitability, planning, and ongoing education.
• Use company communication tools to share consistent messaging, follow up on action items, and ensure information research at all levels of the team.
• Attend monthly District Leader meetings to stay connected with company direction and contribute to planning and problem-solving.
• Encourage open communication across the district by creating space for feedback, sharing ideas, and recognizing team achievements.
• Support clear execution of company goals by helping store teams understand expectations, translating priorities into actionable plans, and ensuring they have the information resources needed.

Additional Responsibilities

• Follow Royal Farms' safety, security, and operational procedures as outlined in SOPs and training materials.
• Uphold the mission, core values, and brand standards of the company by ensuring all practices reflect integrity, accountability, and operational excellence.
• Performs other projects/duties as assigned.

Supervisory Responsibilities

• Supervises the Store Leaders and Bench Store Leaders within the district.

Qualifications

Required

• Must be at least 18 years old.
• High school diploma or GED.
• Minimum of 3-5 years of multi-unit retail or restaurant management experience, including direct oversight of Store Leaders.
• Internal Candidates: 3-5 years in the Store Leader role, with experience as a Training Store Leader. Bench Store Leader experience is a plus.
• Demonstrated ability to lead, coach, and develop high-performing teams.
• Strong interpersonal and communication skills, with the ability to build trust, deliver feedback, and influence outcomes.
• Ability to manage competing priorities, solve problems quickly, and make sound decisions in a fast-paced environment.
• Proficiency with basic computer skills and business software (e.g., Microsoft Office, scheduling, and reporting platforms).
• Solid understanding of business math, budgeting, and performance metrics.
• Strong organizational skills and attention to detail.
• Valid driver's license and the ability to travel regularly within the assigned district.
• Commitment to upholding company values, policies, and operational standards.

Preferred

• Associate or Bachelor's degree in Business, Retail Management or a related field.
• Familiarity with Royal Farms' culture, values, and operational procedures (preferred for internal candidates).
• Experience leading teams through change, including new systems, processes, or organizational shifts.
• Experience with conflict resolution, employee relations, and customer complaint handling.
• Previous experience working with and supporting employees from diverse backgrounds, with an understanding of inclusive leadership practices.
• High level of emotional intelligence, professionalism, and integrity in all interactions.
• Demonstrated commitment to continuous learning and staying current on company policies, products, and procedures.

Success Factors

• Team Development & Leadership – Build and empower high-performing store teams by providing consistent coaching, recognizing achievements, and fostering a culture of accountability, growth, and collaboration. Lead with emotional intelligence, adaptability, and clear communication to inspire trust and drive team engagement across all locations.
• Operational Excellence & Compliance - Ensure consistent execution of company standards in customer service, food safety, store cleanliness, and merchandising. Regularly assess store performance through audits and consults, identify gaps, and implement corrective actions while ensuring stores have the tools and resources needed to operate safely and effectively.
• Strategic Problem Solving & Profitability - Use of data and key performance indicators to make informed decisions that optimize labor, reduce shrinkage, and improve overall store profitability. Balance short-term results with long-term planning, aligning financial strategies with the Royal Farms mission and brand values.
• Communicate & Influence - Maintain clear, timely, and effective communication across all levels of the district. Translate company goals into actionable plans, ensure consistent messaging, and foster open dialogue to support alignment and accountability.
• Talent Development & Succession Planning - Identify and develop future leaders by building a strong talent bench and supporting career progression. Leverage Training Store Leaders and mentorship to support hiring needs and district growth.

Work Requirements