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IP&E: Retail Store Lead

IP&E: Retail Store Lead

The Retail Store Lead is responsible to support and assist the Retail Station Manager with the planning, organization, directing, controlling and evaluation of C-Store/Forecourt operations and its assigned staff, which includes the Customer Service Cashier, Customer Service Attendants, Merchandisers and Food Handlers.

The Retail Store Lead helps manage the Retail Station Group to ensure that all transactions are completed promptly and correctly, all sales are completed competently, and that cash control, security and till balancing during each shift is properly accounted for.

The Retail Store Lead ensures standards of housekeeping, cleanliness and quality of product are maintained at the site, and at the same time, ensures all tasks are completed to the Company’s stated Health, safety, security and Environment (HSSE) policies and guidelines. The Sr. Store Lead is a seasoned lead who may act as Interim Retail Station Manager or shows potential for a Retail Station Manager position. 

Essential Functions

  • Effectively leads staff and ensures assigned duties are performed properly
  • Utilizes and cooperates with required customer service, appreciation, and incentive programs
  • Assists the Station Supervisor with the orientation and training of new hires on the basics of the facility
  • Assists the Station Supervisor with the enforcement of all company policies and procedures
  • Leads the execution of quality customer service on the forecourt and in the store
  • Assists with receiving fuel deliveries, when required
  • Leads station compliance with HSSE (Health, Safety, Security and Environment) and Food Safety standards
  • Ensures proper housekeeping and merchandising of the store
  • Manages customer complaints in a positive and action-oriented way
  • Ensures the active use of the Basic Service Steps on the forecourt
  • Supports the Station Supervisor with all Company goal, initiatives and policies
  • Assist with Inventory management/controls
  • Manage the daily submission of invoices
  • Manage/monitor site waste and donation
  • Provides operational assistance to support Customer Service Cashiers in the store, when an additional POS console is available and customer traffic increases (or as needed)
  • Provides operational assistance to support Customer Service Attendants on the forecourt, when customer traffic increases (or as needed)
  • Is present/visible on the floor 80% of the time-leading all site operations
  • Performs administrative tasks 20% of the time


Safety Standards

  • Ensures safety of staff, customers and public
  • Complies with rules, policies, laws and regulations
  • Complies with HSSE procedures. Failure to do so may result in automatic termination of employment
  • Reports any actions by staff/customers that are unsafe
  • Follows correct food safety procedure when receiving/handling stock
  • Leads compliance with incident reporting process

Managing Forecourt Safety

  • Ensures personal safety through active awareness of surroundings
  • Handles fuel spills – mitigates risks, performs cleanup and notification as needed
  • Intervenes, in an appropriate way, when staff or customers are engaging in unsafe and potentially unsafe behavior on the forecourt, and in the shop

Active Selling

  • Looks for opportunities to increase sales
  • Leads initiatives to increase sales
  • Promotes Sales Expansion
  • Meets or exceeds sales targets
  • Promotes Loyalty Programs

Building Customer Loyalty

  • Advocates and represents the business
  • Wears clean, neat and tidy uniform and name badge at all times
  • Is well groomed at all times
  • Understands and leads participation of performance management tools on site
  • Leads the active use of “Basic Service Steps” (BSS)
  • Notifies asset breakdown
  • Develops the site cleaning roster
  • Develops the site working roster
  • Proactively deals with customer complaints in a positive manner

Work Standards

  • Working knowledge of payment processes and other transactions on site Point of Sale system
  • Completes shift/day-end procedures
  • Manages shift balancing
  • Leads completion of task list duties
  • Ensures staff room/storeroom are tidy and workable at all times
  • Minimizes and monitors theft, including drive offs and completes associated documentation

Contributing to Team Success

  • Works as part of a team at all times
  • Contributes to team performance
  • Assists other staff in their duties when required
  • Lead the Shift Leader with people management if required
  • Leads the contribution to meeting targets on Territory Manager site review and Mystery Motorist Program (MMP)

Knowledge, Skills, and Abilities

  • A strong team leader with excellent relationship skills
  • Should demonstrate Diversity and Inclusiveness and able to lead people of various disciplines and cultures
  • Excellent in both oral and written communication, specifically in English
  • Should demonstrate the basic core values of Honesty, Integrity, and Respect for others and the aspired behaviors of Leadership, Accountability, and Teamwork

Key Performance Indicators: Operational Excellence

  • +/- 0.10% monthly cash variance
  • +/- 1% variance on OPEX
  • <1.50% Wet Stock variance
  • 100% accurate and on-time daily deposits
  • Achieve 22% C-store gross margin

Supervisory Responsibility

This position has direct supervisory responsibilities.

Work Environment

This job operates in a retail environment with merchandise displays and items available for purchase in inventory.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. The employee must frequently lift and/or move items over 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.   

Position Type/Expected Hours of Work

This is a full-time position. Hours of work and days may vary. This position regularly requires long hours and frequent weekend work.


No travel is required of this position, except locally during the business day or during other company events or activities.  

Required Education and Experience

  1. High School Diploma or equivalent
  2. At least 2 year to 5 years of petroleum retail experience
  3. At least 1 to 2 years of coaching and managing a team

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

As an Equal Opportunity/Affirmative Action Employer, we afford equal opportunity to all applicants and employees for hire and promotion without regard to race, color, national origin, gender, age, marital status, religion, veteran status, gender identity, sexual orientation, pregnancy or disability or genetic information.

 IP&E is a Drug Free Workplace

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