Open Position - Director of Retail Operations
About Us
Luke's Local is an independently-owned grocery business that provides food from local family farms, butchers, ranchers, and food makers. Luke's sincerely sources great food made with integrity, and is passionate about making grocery shopping an inspiring experience for Bay Area communities. We operate a bustling brick and mortar market on Cole and Parnassus in the heart of Cole Valley, and have a second market opening in Cow Hollow in November of 2020! Luke’s offers a same-day grocery delivery and pick up service from both locations. As a company, we are constantly striving to create an environment that fosters equity, inclusion, and nourishment for our customers and team members alike. Our hope is to make it possible for anyone to bring the spirit of discovery, creativity, and joy into their kitchens. We hope you’ll join us.
About the Job
As the Director of Retail Operations you are in charge of every operation that funnels through Luke’s Local retail locations. You oversee the operational efficiencies, customer experience, budgeting, training, and overall success of each department at each location including pick up & delivery. As a member of the leadership team you work closely with the CEO, COO, CFO, CTO and Culinary Director. You report to the COO.
Responsibilities
RETAIL STORE EXPERIENCE / OPS
- Ensure excellent customer experience
- Accurate pricing clearly marked for all products
- Daily department checklists maintained
- Daily maintenance/equipment checklists maintained
- Maintaining a fully stocked and well merchandised store
- Assist as needed in all aspects of floor operations (cashier, deli, stocking)
- Assist in monthly community workshops
- Ensure best in class phone protocols for customer questions
- Ensuring consistent aesthetic appearance and cleanliness across locations
SAME DAY PICK UP & DELIVERY
- Work with Ecommerce Manager to ensure an excellent end-to-end user experience for all Same-Day Delivery and Pick-Up customers, including UI, Pmix, and overall customer experience
- Oversee feature development & prioritization in accordance with Company objectives
- Work with Ecommerce Manager to ensure flawless Same-Day Delivery fulfillment & operations out of both locations
- Assist in packing, expediting, and delivery of orders as needed
ACCOUNTING / REPORTING
- Daily review of Store financials
- Daily review of Same-Day financials
- Weekly review of actual vs. goal metrics (revenue, labor, GM, fixed costs, profit)
- Oversight of cash deposit reconciliation to ensure accurate cash handling
- Ensuring every vendor delivery has an invoice and PO to match
- Lead monthly retail location financial review of department GM, pricing, labor %, waste and sales growth and projections
- Contributing to board meeting / investor report prep
- Creating thoughtful forecasting per location
COMPLIANCE
- Temp logs
- Weights and Measures compliance
- Health Department compliance
- Properly posted health, business registration, ABC licenses, and labor signs
- Food safety cards
- CalOsha compliance
STRATEGY / LEADERSHIP
- Establishing policies that promote company culture and vision
- Set comprehensive goals for performance and growth
- Implement values and leadership training for all managers
- Leverage advisory/leadership team to constantly improve and become more efficient as a business
- Hold weekly meetings with store leaders and department supervisors
- Weekly 1:1 with Cole and Union store leadership
Requirements
- Minimum 3 years’ experience managing teams across multiple grocery retail locations
- Demonstrated success working in an entrepreneurial environment
- Excellent attention to detail and verbal/written communication skills
- Experience overseeing complex projects and multi-group initiatives over extended periods
- Experience with financial reports, including balance sheet and P&L statement
- Basic to intermediate proficiency with Google Sheets and Docs
- B.A. or equivalent degree from an accredited university or college not mandatory, but strongly preferred
Benefits & Pay
Full time. We believe in creating a positive work culture that is always giving back to our employees. That’s why our benefits package is more robust than most. Two weeks' paid vacation, 20% store discount, health, vision, and dental, commuter benefits and staff meal. Competitive pay based on experience.
