General Manager

General Manager at RWB Thrift

As the General Manager at RWB Thrift, you will ensure the financial success and operational excellence of the store. You will take ownership and accountability for top-line sales, profitability, efficiency in meeting production quotas, and delivering key metrics in customer service. Working in alignment with company objectives, policies, and regulatory guidelines, you will execute strategic initiatives to drive business results. The General Manager achieves results through the management team and by working hands-on with the broader store team. You will role-model expected behaviors and continually observe, assess, train, coach, and counsel performance to ensure alignment with organizational goals. Additionally, you will oversee the execution of company processes and procedures, merchandise productivity, and maintain a high standard in the customer shopping experience. You will also play a key role in training and developing the Production Manager and Retail Manager, ensuring they have the skills and resources to effectively manage their respective areas and contribute to overall store success.

Key responsibilities include:

• Financial Performance & Business Acumen: Take ownership of the store's Profit and Loss (P&L) statement, ensuring financial results meet or exceed budget targets. Drive top-line sales and profitability through strategic initiatives and effective management.
• Operational Excellence: Ensure efficient operations by meeting production quotas and maintaining high standards of customer service. Prioritize the production process in the backroom, recognizing it as the driver of sales. Ensure products are processed and put on the sales floor promptly. Maintain a clean, organized, and efficient backroom where employees follow guidance to maximize productivity.
• Leadership & People Development: Develop and train the Production Manager and Retail Manager through effective delegation and active involvement in their development. Foster a culture of continuous improvement and high performance among the management team. Encourage flexible deployment of staff in the backroom to meet production needs and drive sales.
• Flexible Workforce Management: Create dynamic scheduling that aligns with business needs, ensuring coverage during peak times and reducing labor costs during slower periods.
• Performance Management: Maintain a fair and equitable performance process, consistently evaluating and documenting employee performance to build bench strength and a talent pipeline for future openings.
• Compliance: Ensure adherence to company policies, state and federal laws, including wage and hour compliance, human rights, and equal employment opportunities.
• Customer Experience: Uphold a high standard of customer service by maintaining an organized, clean, and welcoming store environment.

People operations include:

• Manage candidate review in the applicant tracking system, schedule and conduct interviews, and extend verbal offers to selected candidates.
• Facilitate the onboarding process for new hires to ensure a seamless transition into their roles. Act as a key liaison between management and new team members, providing support and guidance throughout onboarding.
• Develop a culture of continuous training and development to build bench strength and a talent pipeline for future openings within the store and the company.
• Assist with dynamic employee scheduling and timekeeping monitoring to meet business needs.
• Monitor turnover rates, identify trends, and utilize insights to inform recruitment strategies, aiming to maintain a stable and engaged workforce.
• Provide support for employees by sharing available resources, handling password resets, addressing workplace injuries, answering payroll questions, managing employee relations, handling FMLA requests, and explaining company-sponsored benefits.

Office administration tasks include:

• Support the store's operations with supply ordering, bill and requisition submissions, and ad-hoc data entry as time allows.
• Perform office tasks such as data entry, supply ordering, sending in requisitions, submitting IT and Facilities support tickets, and attending corporate training calls.
• Oversee the store's financial performance, merchandise productivity, customer shopping experience, leadership and people development, and loss prevention and safety.

Language requirements:

• Employees are not required to communicate exclusively in English within the workplace. However, the nature of the position may entail interactions with customers, donors, colleagues, and supervisors who primarily use English. In such instances, a fundamental understanding of written and spoken English for comprehending instructions, as well as the ability to communicate verbally and in writing in English, may be necessary.
• Proficiency in both English and Spanish is preferred.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
• High-level of computer proficiency (MS Office, Teams, Outlook, and HRIS).
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• High school diploma or GED preferred.
• Previous thrift, retail, warehouse, or customer facing experience is preferred, but not required.

Physical requirements:

• Ability to safely and effectively perform essential job functions in accordance with ADA, FMLA, and other federal, state, and local standards, including meeting both qualitative and quantitative productivity requirements.
• Physical strength: Must have the ability to occasionally lift and carry up to 25 lbs, frequently exert up to 25 lbs. of force, and constantly apply negligible force when handling objects.
• Endurance: Able to stand for extended periods of time.
• Manual Dexterity: Proficient in performing repetitive motions such as extending hand(s) and arm(s) in any direction and working primarily with fingers rather than the whole hand or arm.
• Fine Motor Skills: Skilled in tasks involving seizing, holding, grasping, turning, or otherwise working with hand or hands.
• Balance and Agility: Capable of maintaining body equilibrium to prevent falling on narrow, slippery, or erratically moving surfaces, as well as maintaining balance when performing agile tasks.
• Visual Acuity: Possesses clarity of vision at 20 inches or less and 20 feet or more.
• Footwear: Required to wear closed-toe shoes for safety purposes.
• Repetitive Tasks: The job involves regular repetitive motions.

Work environment:

• Atmosphere: The work environment is dynamic and characterized by a consistently busy atmosphere. The ability to thrive in a fast-paced and busy environment is essential for this role.
• Noise Level: The work environment is noisy due to the bustling activity on the sales floor and the production area. Due to the nature of our operations, the ability to work effectively in a noisy environment is a requirement for this role.
• Lighting: The work environment is characterized by bright lighting throughout the front and back of store, which is integral to our operational requirements. Due to the nature of our operations, the ability to work effectively in a bright environment is a requirement for this role.
• Interactions with Others: The role involves regular interactions with customers, donors, and coworkers, fostering a collaborative and customer-focused environment. Effective communication and interpersonal skills are a requirement for this role.
• Flexibility: The nature of this role requires a high degree of flexibility. Employees may be asked to switch tasks or departments based on operational needs. Employees are expected to work in all areas as assigned, contributing to a well-rounded and collaborative team environment.

Other requirements:

• Dependability: Effective performers demonstrate regular and punctual attendance. They behave consistently and predictably; are reliable and dependable in fulfilling their professional obligations.
• Integrity: Effective performers think and act ethically and honestly. They apply ethical standards of behavior to daily work activities. They take responsibility for their actions.
• Humility: Effective performers recognize one's own limitations, being open to learning from others, and treating everyone with respect and dignity.
• Adaptability: Effective performers are adaptable. They embrace needed change and modify their behavior when appropriate to achieve organizational objectives. They are effective in the face of uncertainty.
• Attention To Detail: Effective performers observe details, promptly catch and rectify small mistakes, delivering high-quality, accurate work.
• Inclusion: Effective performers create and participate in an inclusive environment. They value and respect diversity, and foster a sense of belonging for all individuals.
• Team Player: Effective performers are team oriented. They identify with the larger team and their role within it. They prioritize the collective success of the team over personal achievements.
• Informal Communication: Effective performers clearly and articulately convey information to others in casual or informal situations. They understand that communication happens through verbal and nonverbal cues and are able to interpret body language accurately and use it appropriately.
• Resilience: Effective performers are able to recover from mistakes or adjust easily to change. They sustain efforts to do or achieve something despite difficulties, failure, or opposition.

Professionalism: Effective performers conduct themselves in a manner that is consistent with organizational values, policies, and standards. This requires a commitment to integrity, ethical conduct, and respect for