General Manager - Food Brand in Norfolk, Norwich

ROLE OVERVIEW

The General Manager (GM) is responsible for the overall performance of the Electric Forecourt, including P&L, forecourt KPIs, leading and developing their team, partnership management, and onsite customer experience. They will be accountable for well-being across the site and for ensuring the site is run to our O&M standards.

The Electric Forecourt is one of the most technically advanced electric vehicle charging stations, powered by 100% renewable energy with a retail facility featuring a high-quality lounge for customers to use while their vehicles are charging. This also acts as an educational area, providing information about electric vehicles, solar energy generation, and ecology.

MAIN RESPONSIBILITIES

• Deliver the forecourt against all KPIs, ensuring all financial and non-financial targets are exceeded.
• Deliver a “best in class” customer experience, coaching the team to ensure awesome brand standards and customer service levels are achieved.
• Create and maintain a customer-centric environment which helps demystify the barriers of Electric Vehicles and provides a space where customers can learn and reflect on the benefits of Electric Vehicles.
• Attract, develop and maintain a high performing team with responsibility for the full employee life cycle, including recruitment & selection, onboarding, training and development, and performance management - supporting employees to explore and reach their potential at GRIDSERVE.
• Manage all the ‘onsite’ and ‘day to day’ business operations, working in collaboration to deliver exceptional standards, operational efficiency, and sales optimisation.
• Responsible for analysing performance, establishing new opportunities, and implementing plans with pace.
• Ownership of all controllable costs through effective management of stock, labour, reward & recognition, and shrink.
• Communicate current promotions and products to all employees, motivating them to achieve and exceed targets.
• Lead on team meetings and information cascading.
• Adhere to and apply all licensing laws including being designated premises supervisor.
• Manage compliance of the forecourt across all areas, ensuring that all checks and audits are completed.
• Responsible for maintaining the forecourt to high brand standards, monitoring and managing maintenance issues and all contractors on site.
• Cultivate and promote a ‘safety-first’ culture amongst the team, fostering a safe environment for employees, visitors, and customers.
• Collaborate with both internal and external stakeholders to align strategies, drive performance, and share best practice.
• Work a range of early/late shifts, weekends, and bank holidays in line with the Forecourts operating hours.
• Adhere to all company policies, procedures, and business ethics codes including anti-bribery, environmental, and quality management systems in compliance with ISO standards.

PERSON SPECIFICATION

Required Experience

• Substantial retail or hospitality management experience within a multi-service environment in a managerial capacity.
• Previous experience in managing P&L for the retail site including preparation and delivering against budgets and sales forecasting.
• Experience managing a team including recruitment, development, and performance management.
• Experience delegating responsibilities, supervising, and motivating a team to meet and exceed operational requirements.

Required Skills and Abilities

• Excellent leadership and people management skills.
• Excellent customer service skills.
• Excellent communication skills including the ability to build trust and rapport with the team and customers alike.
• Very good level of business acumen including finance and budget management skills.
• Very good organisational skills.
• Very good stakeholder management skills.
• In-depth knowledge of operations management and the tasks required.
• Strong initiative and problem-solving skills.
• Good level of adaptability.
• Good level of strategic planning.
• A proficient user of IT including Microsoft office suite of packages and the ability to use communication tools such as Microsoft Teams, Engage, and Connect.

Required Qualifications and Certifications

• Full UK driving licence held for minimum 2 years.
• Strong knowledge of Health & Safety regulations relevant to retail and hospitality operations.
• Valid Level 3 Award in Supervising Food Safety in Catering (or equivalent).