Jennifer Young

The Assistant General Manager (AGM) is responsible for leading the day-to-day operations of the store in the absence of the General Manager and to otherwise support the General Manager in all facets of running the store.

The AGM will review business results, including profitability, and plan for continued improvement.

The AGM supports the selection and development of all Customer Service Associates and in conjunction with the FBM is responsible for the training of all Customer Service Associates in the store.

The AGM is responsible for ordering goods and scheduling labor.

The AGM is responsible to manage and oversee all safety processes within the store.

The AGM ensures an exceptional customer experience.

Where applicable, this position will assist the GM with managing the fuel offer.

Principal Duties:

• Ensure a pleasant shopping experience for all customers. Respond to and resolve customer complaints or inquiries. Solicit customer feedback, input and information through various communication vehicles. React to information and create a plan to consistently meet the expectations of all customers.

• Execute the corporate training plan for all CSAs and effectively conduct hands-on training to ensure

associate proficiency. Ensure the planning and execution of established safety, security, quality, and store operations policies, procedures and practices.

• Supervise the day-to-day task assignments and performance for all associates. Assist with all matters relating to Customer Service Associates and the store team - recruiting, hiring, training, coaching, associate engagement and performance management. Recognize and reward associates.

• Plan and prepare work schedules and coordinate daily assignments and activities of associates to meet the needs of the business.

• Delegate tasks and follow-up as necessary.

• In full-serve fuel stores, responsibilities

include supporting the GM with all areas of fuel labor, including preparation of the schedule.

• Monitor and analyze business processes and results to profitably achieve store goals. Examples include: reviewing and analyzing reports, completing the store performance tracking board, and managing shrink and spoilage.

• Manage cash and lottery processes.

• Analyze results and trends and prepare action plans to leverage the store’s strengths and address areas of opportunity.

• Ensure the execution of all action plans.

• Build relationships with community partners to connect the store with its community.

• Ensure safety program execution and fulfill the store safety leader role.

Essential Functions:

• Ability to work well individually as well as in a team environment

• Excellent oral and written communication skills

• Excellent customer service skills

• Ability to work with little or no supervision

• Detail oriented and excellent organizational skills

• Ability to apply critical thinking skills in all situations

• Ability to apply root cause techniques in order to solve problems

• Ability to handle multiple projects

simultaneously and independently

• Proven self-starter with demonstrated ability to make decisions

• Understanding of store finances and awareness of impact to business

• Must be able to perform the following physical behaviors repetitively throughout a shift: standing, walking, handling, reaching horizontally and grasping firmly

• Must be able to perform the following physical behaviors frequently throughout a shift: reaching above the shoulder, reaching below the waist, pushing buttons, bending, stooping, squatting, crouching, kneeling and pushing

• Excellent relationship building, interpersonal and leadership skills

• Ability to learn and utilize the store’s technology

Basic Qualifications:

• Leadership experience required, leadership experience in a food service environment preferred

• Experience selecting, training, performance management of staff, sales building, labor allocation & scheduling, managing expenses

• Experienced in all areas of store operations, including foodservice

• Experience effectively implementing change and demonstrated results in execution

• Serve Safe Certification

• Proven and consistently demonstrated skills in the following:

- Exceptional Customer Service

- Relationship Building

- Effective Communication

- Training

• Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.

• Created employee schedules to align coverage with forecasted demands.

• Responsible for hiring, interviewing, employee training, employee performance evaluations, and termination of employees while providing constructive feedback for growth and development.

• Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.

• Leveraged data and analytics to make informed decisions and drive business improvements.

• Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.

• Successfully managed budgets and allocated resources to maximize productivity and profitability.

• Proven ability to learn quickly and adapt to new situations.

• Managed time efficiently in order to complete all tasks within deadlines

• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Learned and adapted quickly to new technology and software applications.

• Acted as a team leader in group projects, delegating tasks and providing feedback.

• Controlled resources and assets for department activities to comply with industry standards and government regulations.

• Facilitated clear communication between employees and upper management through regular meetings and updates.

• Trusted to follow and enforce all corporate policies, procedures, programs as well as maintained company mission, values, and standards.

• Willingly respond to customer complaints and treat those complaints as future opportunity.

• Trained with the LAST approach: Listen, Apologize, Solve the problem, and Thank the customer.

• Implemented customer intercepts to get opinions of customers.

• Evaluating CGM and how to improve controllable margins and attended CGM meetings.

• Attended L.I.F.T: Leadership Improvement Finance Training.

• Successfully managed purchase ordering.

• Certified in Red Prairie to create schedules.

• Certified to use 3X Logic and Image Vault.

• Responsible for opening and/or closing deli retail locations.
• Responsible for recruiting, training, supervising, and managing all staff on shift.
• Responsible for ordering of saleable merchandise.
• Held accountable for ordering multiple lines of differentiated supplies and products to be distributed from retail site.
• Follows the FIFO method of operations including inventory management.
• Manages vendor interactions on a daily basis.
• Attends yearly business meetings with current and prospective vendors to obtain information and set yearly goals with chosen vendors.
• Agree to terms and set prices as well as estimated/prospective quantities to be ordered.
• Trusted to handle daily cash settlements, cash deposits, settlement of the onsite safe, reconciliation of credit card and Electronic Benefit Transfer systems (EBT).
• Customer Service Relations, Delegate Responsibilities to Staff and Management of Off-site catering assignments, as well as any other duties as assigned.

• Performed cashier duties, fulfilled deli orders, stocked merchandise, prepared food for catering, and maintained cleanliness of deli equipment.