Job Description

Job Title: Store Manager

Department: Operations

Reports To: Zone Manager

Exemption Status (FLSA): Exempt

Job Summary: The Store Manager has full responsibility for the overall performance, operations, and profitability of the store. This role provides leadership and direction to all store team members, including hiring, training, scheduling, performance management, and development. The Store Manager ensures the consistent execution of True North standards by maintaining a fast, friendly, and clean environment while overseeing staffing, inventory, labor, cash controls, safety, and facility maintenance. The Store Manager is accountable for achieving operational, financial, and customer service goals and serves as the primary liaison between the store and the Zone Manager.

Essential Functions:

• Ensure delivery of exceptional customer service in accordance with company standards
• Maintain overall responsibility for store safety, cleanliness, and operational readiness
• Lead, train, coach, and develop team members to meet performance expectations
• Ensure compliance with company policies, procedures, safety standards, and legal requirements
• Plan, assign, and manage staffing levels and schedules to meet business needs
• Monitor and address team member performance, including recognition and corrective action
• Maintain consistent communication with team members through daily directions and scheduled meetings
• Respond to emergencies to ensure the safety and security of guests, team members, and assets

Key Responsibilities:

Store Leadership & Management

• Provide overall leadership and accountability for store operations and results
• Recruit, hire, onboard, train, and retain a high-performing store team
• Set clear expectations, goals, and priorities for Assistant Managers, Shift Managers, CSRs, Food Service Cook, and the Food Service Lead
• Conduct performance evaluations and address performance issues in a timely and professional manner
• Foster a positive, inclusive, and results-driven work environment
• Ensure effective succession planning and development of future leaders

Customer Service

• Ensure consistent delivery of a fast, friendly, and clean customer experience
• Address escalated customer complaints and resolve issues within company guidelines
• Monitor customer service trends and implement improvements as needed
• Serve as a role model for service excellence and brand standards

Sales, Cash Controls & Asset Protection

• Promote customer loyalty and enroll customers in the rewards program
• Address escalated customer complaints and resolve issues within company guidelines
• Monitor customer service trends and implement improvements as needed
• Serve as a role model for service excellence and brand standards

Store Operations & Merchandising

• Ensure store, fuel, and food service operations meet company standards and regulatory requirements
• Oversee inventory management including ordering, receiving, audits, rotations, and shrink control
• Conduct regular audits of high-risk inventory including lottery, tobacco, and controlled items
• Monitor in-ground gasoline storage inventory
• Review DVR and other monitoring systems to ensure safety and operational compliance
• Ensure merchandising standards and planograms are executed consistently

Facilities, Safety & Maintenance

• Maintain the safety, cleanliness, and appearance of all interior and exterior store areas, including restrooms, sales floor, fuel areas, parking lot, and surrounding grounds, in accordance with brand standards.
• Identify, troubleshoot, and report maintenance and equipment issues in a timely manner
• Coordinate with maintenance and vendors to resolve facility issues
• Ensure compliance with safety procedures, emergency protocols, and environmental requirements

Administrative & Financial Responsibilities

• Manage labor budgets and scheduling to align with business needs
• Run and review operational and financial reports
• Reconcile store documentation and ensure accurate recordkeeping
• Oversee banking procedures and ensure deposits are completed in accordance with company policy
• Maintain required documentation and reporting including PDI and compliance reporting

Requirements and Qualifications

• Ability to lead and manage store operations independently
• Strong organizational, communication, and problem-solving skills
• Ability to analyze performance data and make sound business decisions
• Ability to follow and enforce company policies, procedures, and safety standards
• Maintain proper uniform and professional appearance standards
• Must be available to work a minimum of 45 hours per week and provide support 24 hours per day, 7 days per week by being on duty or on call.
• Must possess and maintain a valid driver's license
• Must have access to a reliable vehicle for banking and business purposes
• Must meet the minimum age requirements for selling alcohol in the state in which the position is located (18 years of age in Ohio, Michigan, and Wisconsin, 21 years of age in Illinois)

Education and Experience:

• Must hold a high school diploma or equivalent
• Prior customer service or cashier experience
• Previous experience supervising others

Physical Requirements:

• Ability to stand or walk for extended periods of time
• Ability to bend, reach, and perform repetitive motions
• Ability to regularly lift up to 25 pounds and occasionally lift up to 50 pounds
• Ability to drive a vehicle
• Ability to perform physical tasks requiring moderate exertion in varying outdoor weather conditions

Work Environment:

• Fast-paced convenience store environment with frequent customer interaction
• Indoor and outdoor work conditions

Required Travel:

• Banking purposes
• Assisting other store locations
• Required training classes
• Manager meetings

True North is an equal opportunity employer and considers applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other legally protected class.