Purpose of the Role:
The Supervisor, Grocery is responsible for assisting the Department Manager in maintaining the day-to-day operations and standards of the Grocery Department. This role involves supervising team members, ensuring excellent customer service, and fostering positive relations between the team and customers. The Supervisor also supports the implementation of company and franchise standards while safeguarding company assets.
Key Responsibilities:
1. Customer Service Excellence

• Deliver exceptional customer service by adhering to our Customer-driven Value Offer.
• Handle customer inquiries and issues promptly and effectively, ensuring customer satisfaction.
• Assist in creating shift schedules to meet both business and customer needs, ensuring proper coverage during peak hours.

2. Operational Excellence

• Ensure the Grocery Department is ready for business daily, with all standards maintained and selling activities executed effectively.
• Assign tasks and duties to team members during shifts, particularly when acting as Manager on Duty (MOD).
• Perform competitive price checks, complete orders for manager approval, and manage inventories as required.
• Maintain and implement planograms and guidelines in a timely manner, ensuring all merchandising standards are met.
• Execute promotional programs and manage associated marketing materials according to company and franchise guidelines.
• Handle merchandise pricing according to batches and price book, and manage claims for damages or shortages.

3. Staff Training and Development

• Oversee the hiring, training, and development of Grocery staff, ensuring they are equipped to provide excellent service.
• Conduct assessments for direct reports and provide ongoing coaching and feedback.
• Take disciplinary action when necessary, with prior approval, and follow through on action plans to resolve issues.
• Communicate daily with staff about critical activities and key selling events, ensuring they are informed and engaged.

4. Asset Management and Loss Prevention

• Monitor and support loss prevention initiatives, ensuring that company assets are protected.
• Execute markdowns according to policy, and report any shrinkage to the immediate manager.
• Ensure proper rotation, handling, and safety of food products, adhering to food safety standards.

5. Health and Safety

• Enforce and monitor food safety standards as per company programs, franchise requirements, and local legislation.
• Report any health and safety issues concerning department employees to the immediate manager.

6. Compliance and Policy Adherence

• Comply with all company policies, procedures, and local legislation to mitigate liability to NWC.
• Adhere to and manage franchise operating standards according to agreements, where applicable.

Employee and Managerial Accountability:

• Work effectively and with full commitment on agreed-upon tasks, focusing on customer needs.
• Demonstrate passion and conviction in delivering high-quality work.
• Provide your manager with the best advice and identify opportunities for innovation and improvement.
• Stay within policy guidelines and support peers according to the vision set by your manager.
• As a manager, ensure that direct reports meet output expectations and demonstrate appropriate working behaviors.
• Build a capable team through effective leadership practices and NWC shared principles.

General Competencies:

• Customer-driven: Prioritize the end customer, ensuring their needs are understood and met through strong processes.
• Passion: Show commitment to the purpose of being a trusted community store by delivering and overseeing great work.
• Enterprise: Think creatively, considering non-traditional options and continually finding better ways of doing things.
• Accountability: Take ownership of your work and that of your team, ensuring clarity and care in all tasks.
• Trust: Build supportive relationships with peers and direct reports, demonstrating integrity and sound judgment.
• Balance: Maintain habits that sustain work effectiveness and foster a productive, enjoyable work environment.