Manager, Retail Store (Operations Manager)

CVS Health

National (OA)

Documents

Individual state requirements may vary. Please contact your local apprenticeship office to ensure this version is suitable to your state’s requirements.

Work Process Schedule

Work Process Content

On the Job Training

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Skills

Management

Lead others and work effectively with store crews
Supervise, assign and direct activities of the store's crew
Effectively communicate information to store crew and supervisors in an open and timely manner
Support Store Manager with actions plans for operational and service improvement

Customer Service

Assist Customers with their questions, problems and complaints
Promote CVS customer service culture (greet, offer help, and thank)
Provide colleagues personalized customer service feedback and coaching (E.g„ mylmpact coaching; myCustomer feedback; personal observations)
Handle all customer relations issues in accordance with company policy and promote a positive shopping experience for all customers
Maintain customer/patient confidentiality

Merchandising/Presentation

Price merchandise
Stock shelves
Reset departments following POGs adapting them to a particular store
Organize and execute the display and signing Of weekly, major promotional and seasonal merchandise
Organize and execute the display and maintenance Of off-shelf merchandise

Loss Prevention

Control use of register keys, securing door keys. alarm codes, and safe combinations
Execute locking of safe and security doors and setting of alarms when closing the store
Complete random cash verifications; journal tape checks; analyze Cashier

Analysis Report

Identify and react to shoplifters and apprehend to secure company assets and process shoplifters accordingly
Protect store assets
Administer, monitor, and react to Internal Loss Prevention programs and systems: employee bag checks: lockers secured; receipts for purchases
Maintain and react to Electronic Article Surveillance system
Ensure price accuracy, using POS Price Accuracy Report and in-store price audits

Operations

Respond to MIS
Review electronic journal
Access, input, retrieve and analyze information from the computer
Order regular and promotional merchandise, maintaining appropriate inventory levels using the Telxon machine
Maintain an organized office and backroom
Work reserve stock
Oversee and execute the preparation of the daily cash report and weekly summary
Develop sales/hours forecasts
Load and unload deliveries
Lift 35 pound trays/cases to a height of 4 feet
Move trays/cases from one location to another
Verify and document billing of merchandise (check-in merchandise)
Execute and document merchandise returns and inter-store transfers
Operate a cash register - including: cash, check and charge transactions; bagging merchandise
Execute and document: Cash/check pulls; deposits; returned check payments; check acceptance; refunds; voids; discounts: cashier verifications: rain-checks; signing crew members on/off; taking closing readings
Deliver deposits and secure change from the bank maintain a balanced imprest fund
Schedule daily, weekly activities; prepare weekly work schedules based on store's budgeted hours
Finalize weekly payroll
Ensure compliance with all company policies and procedures and federal and state laws
Prepare, complete and distribute reports and records: paid out summary; key rec's (accounts payable); MU/MD; customer cash discrepancy; returnable merchandise; accident reports; various other surveys as requested
Open/close store
Conduct a walk-through Of the store and establish a prioritized list of tasks
Answer telephone
Identify and react to in-store repairs
Execute payment of outside vendors as appropriate

Human Resources

Train, develop, and evaluate crew members and supervisors
Execute all necessary documentation for H.R.I.S. administration: hiring kits; staff enrollment forms, changes of status forms for all store personnel
Conduct performance appraisals for all directly assigned personnel
Ensure on-the-job safety of all employees and treatment for employee injuries sustained on the job
Coach and execute counseling discussions with store employees
Maintain a work place free from discrimination and harassment

Financial Reporting/Administration

Analyze operating reports/documents and make recommendations on how to improve store performance and implement plans
Prepare the store for a physical inventory

Marginal Functions

Assist customers with large purchases taking out to vehicle
Administer and respond to customer relations programs i.e.; person-to-person letters, customer comment cards, shopping service results etc.
Cut in new items, remove discontinued items, and adjust merchandise facings accordingly
Work reserve backstock/overstock
Maintenance of store: facing, dusting, vacuuming, window cleaning, clean rest room, backroom fixtures, store exterior
Assist the pharmacy staff in/out of pharmacy area
Analyze the competitive environment and document findings
Perform photofinishing activities
Organize and execute the display and maintenance of cosmetic units; greeting cards; franchise candy and outside vendor merchandise
Ability to respond to alarm calls
Generate positive public relations with community

Related Instruction Outline

Manager, Retail Store (Operations Manager)

Work Process Content

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