JOB DESCRIPTION	

POSITION TITLE	Duty Manager	
STORE	  Westend	
DATE	  6 May 2020	
REPORTS TO	Grocery Manager / Store Manager	
PURPOSE OF POSITION	In the absence of Department Managers and other members of the management team ensure a consistently fresh and appealing shopping experience for all customers and the smooth running of the store. Ensure at all times store appearance, security, service and productivity are maintained.	
STORE VISION	“From our world to your world – New World”       
  To provide a unique level of customer service, range, quality and value to all the
  people of Rotorua and the wider community – To be the best retail environment to  
  shop and work in.”	
STORE VALUES	  IN IT TOGETHER, THINK CUSTOMER, COURAGEOUS, ABOVE THE LINE	

REPORTING STRUCTURE

DEPARTMENT MANAGER

OWNER OPERATOR

STORE MANAGER

RELATIONSHIPS

INTERNAL
•	Owner Operator
•	Department Managers
•	Duty Managers
•	HR/Training/Compliance Manager
•	Other store staff

EXTERNAL
•	Foodstuffs Specialists
•	Other Foodstuffs Employees
•	Customers

COMMITTEES
•	Health and Safety Committee
•	

 ACCOUNTABILITIES 	

OPERATIONAL	•	Circulate around the shop floor on a regular basis to ensure maintenance of stores overall appearance.
•	Monitor Department staff to ensure service and productivity levels are maintained.
•	Control Store Security – ensure rear store door locked and secured.
•	Monitor Checkout Service and customer flow.
•	Take direction from Department Managers re workflow.
•	Communicate back to Department Managers and Senior Managers with any issues.
•	Ensure end of day procedures are completed as per individual department requirements
•	Ensure the store is closed securely at end of day.
•	Maintain a safe work place.
•	Deal with Customer / Staff complaints / issues / enquiries as required. 
•	Build effective working relationships with the Department Managers and Individual Employees. 
•	Ensure product merchandising standards in the departments consistently provide an attractive shopping experience for the customers, meet the established criteria and contribute to the overall impact and consistency of the store increasing the basket purchase size and share per customer.
•	Actively promote high quality customers service ensuring that staff are trained to the store standard in service, present themselves professionally to store guidelines, and meet the agreed service standard at all times.
•	Ensure regulatory compliance across the departments in all areas relating to regulatory impact, including but not limited to compliance with store policies, the HACCP programme and Health and Safety program, developing those programmes with the compliance manager where appropriate.
•	Ensures Foodstuffs New World circular promotional and pricing programmes are adopted and complemented with in-store department specific activity so that the store presents a competitive and brand consistent offer to the market at all times.
•	Contribute to Foodstuffs initiatives and development across the brand by actively participating in cross store sharing of ideas and workshops to grow the format in the total market.
•	Duty phone –Call outs 

•	

FINANCIAL	•	Ensure costs are kept within the parameters set out by Owner Operator. Achieve cost goals through monitoring department systems in an effective and timely manner.
•	Manage credits.
•	Manage assigned activities, promotions and initiatives within plan, budget and resource deployment delegations.
•	Meet annual, monthly and weekly targets and review with store owner the sales, gross profit, contribution to profit and cost targets in line with the store targets, proactively taking action to remedy adverse trends.
•	Monitor sales and create opportunities to increase on last year.
•	Maintain 100% price integrity in the department.

	
STAFF MANAGEMENT	•	Manage the department staff effectively through adherence to appropriate in-store policies and procedures and by setting a personal example of expected store behaviours.
•	Control and guide all department members through identified training to achieve desired standards of performance.
	
COMPLIANCE	•	Have an understanding of health and safety management responsibilities relative to the position, including:
•	Ensuring all methods to identify and manage safety hazards are fully adhered to.
•	Ensuring regular safety inspections are carried out and that all accidents and incidents are reported and investigated by a trained investigator.
•	Ensuring the safety behaviour of all staff, especially new, inexperienced and temporary staff, as well as contractors are properly managed through effective supervision and training
•	Implementing and maintaining health and safety and food safety policies to agreed standards.
•	Ensuring appropriate safety equipment is available to all team members.
•	Completing traceability forms as required
•	Effectively resolving all customer related enquiries / complaints.	
CULTURAL	•	Effectively act to resolve issues to satisfaction of customers and business through agreed company values.
•	Support the development of the store’s culture by working with the rest of the management team to support and deliver relevant programmes that maintain and build this uniqueness.
•	Ensure all staff management practices within the store comply with store policies on employment, attendance, Health and Safety, training, leave, discipline etc, such that staff know they are being treated consistently across all departments
•	Demonstrate expected store behaviours during all shifts, treating others always the way you would want to be treated and living the agreed store behaviours.	

PERSON SPECIFICATION

PEOPLE FOCUS	LEADING AND SUPERVISING
•	Provides clear & consistent direction
•	Sets and upholds standards (of product, service and behaviour)
•	Role models the desired (positive) culture and behaviour (‘fair yet firm’)
•	Acts with confidence, authority, integrity and empathy
WORKING WITH PEOPLE
•	Self-aware, approachable and mindful of their impact on others
•	Demonstrates an interest in, and understanding of people, behaving in a culturally sensitive manner
•	Is outgoing and supportive; recognising and rewarding the contribution of others
•	Actively builds a team spirit of openness and inclusiveness where staff feel able to offer ideas
•	Listens, consults and communicates openly and proactively
•	Adapts style to build and maintain relationships with multiple stakeholders (staff, suppliers, peers etc)

PERSUADING AND INFLUENCING
•	Makes a strong, positive personal impression on others
•	Gains clear agreement and commitment from others by persuading or negotiating
•	Inspires and convinces others, giving them the confidence to do their jobs effectively
•	Facilitates discussions to ensure all ideas are heard and to influence outcomes and actions
•	Manages conflict openly, fairly and quickly
•	Uses questioning and listening skills to understand issues and create solutions with others
•	Is resilient; persuading others to keep trying new things even in the face of setbacks
•	Accepts new ideas and initiatives, able to adapt to changing circumstances
•	Shares knowledge and expertise	
RESULTS FOCUS	PLANNING AND ORGANISING (TO DELIVER RESULTS THROUGH OTHERS)
•	Clearly communicates the goals and objectives of the business
•	Plans activities and projects well in advance, and takes into account possible changing circumstances
•	Works in a systematic way; putting systems and processes in place to ensure compliance and consistent levels of service despite changes in staff or suppliers
•	Delegates effectively; empowering people yet holding them accountable
•	Coaches employees, providing clear, honest feedback on their performance
•	Has effective time management; working on the business more than they work in the business	
CUSTOMER FOCUS

CO-OPERATIVE CULTURE
	MEETING CUSTOMER EXPECTATIONS
•	Brings everything back to the customer; identifying and focusing upon their needs & expectations
•	Actively sets, monitors and maintains consistently high standards of customer service
•	Continuously makes improvements for customers; seeking input from staff and customers to do so
•	Creates an environment where customers want to shop
•	Looks at, and responds to feedback from all sources
•	Adopts a “service” mentality at all times regardless of their position or experience, genuinely enthusiastic about the difference service makes to the customer and success of the store

ADHERING TO PRINCIPLES AND VALUES
•	Personally upholds ethics, Foodstuffs and store Values and accepting nothing less from their team
•	Consistently demonstrates honesty and integrity (in words, decisions and actions) in all of their dealings with customers, staff, suppliers, colleagues)
•	Follows due process on all issues of compliance
•	Demonstrates a strong work ethic through their commitment to the store’s success, ownership of problems and self-discipline
•	Leads by example in terms of Foodstuffs and store values, drive to succeed and positive outlook

      STAFF AUTHORITY 	

•	Indirect Management responsibility in absence of other Management Team Members
•	No authority to hire or fire.

QUALIFICATIONS AND EXPERIENCE

ESSENTIAL	•	Computer literate
•	Retail Experience to supervisory level
•	Physically fit and able to fulfil the requirements of the role
•	Unit standards 497, 167 & 168
•	Forklift licence 
•	LCQ Licence and Manager Certificate 
•	Frist Aid Certificate 
•	Flexible hours and days
•	Call outs- Duty Phone 
•	Good command of written / spoken English

•		

      DESIRED	
•	Basic maths skills
•	Clean driver’s licence
•	FMCG experience
•	Food retail / fresh food experience	

SIGNATURE

I have read and understood this Job Description:

 	
Employee Signature	Date: