Nuts & Bolts of Market Management

Transcription

1 Farmers Market Managers Professional Certification Program Module 1: Unit 1.1 Nuts & Bolts of Market Management Defining a Market Manager s Role UNIT OVERVIEW This unit will highlight the basic duties of a farmers market manager, including in-season, off-season work, as well as qualifications of an effective farmers market manager. The unit will also emphasize the reasoning behind creating an up-to-date, and thorough, job description. Vendors, boards of directors and sponsors often do not understand the many duties a good market manager takes on before, during and after market days and market seasons are done. After reading through this section a market manager will possess the skills and tools necessary to craft a job description which will be easily understood by vendors, their board of director and/or market sponsor to showcase the diversity of duties and skills that a market manager possesses. LEARNING OBJECTIVES CONCEPTS SKILLS 1. What duties does a market manager have on a day to day and season by season basis How to write a job description - 1 -

2 Unit 1.1: Defining a Market Manager s Role The three most important factors for retail success are location, location, and location. But this is only partly true for farmers markets. While a visible, easily accessible location is helpful, most market organizers and farmers will say that the single most important tool for market success is its manager. We have found that new market start-ups have about a 50% failure rate within the first five years. But even those that survive the early years face a 20% failure rate once the original market manager or management team leaves the market. This indicates that a market manager is a key ingredient in the success of a farmers market, working with all three sides of the farmers market paradigm farmers, consumers, and communities. The manager must keep all in balance to keep the market functioning and prospering. A market manager must possess a skill set that will drive them to work long and hard to ensure the market is a vital selling space; building sales and profits for its farmers and vendors, creating a dynamic environment rich in fresh foods, consumer choices, and a friendly atmosphere that draws customers to the market; and building relationships within the community to enhance the lives of the people in the community and to create a support system for the market within the community structure. But what are these skills that make a good farmers market manager and what roles does the manager play in creating and nurturing market success? Qualifications The qualifications of a farmers market manager include both the personal skills and the job skills that are needed to guide a market to success for its farmers, consumers, and its community partners. Personal Skills The most important personal qualification is passion. Farmers market managers are typically underpaid, if paid at all. They are asked to perform a variety of tasks both on site each market day and off-site, throughout the year. Rarely does the compensation cover the actual hours that a market manager puts in to ensure that the market is successful for all market participants: farmers and vendors, consumers, and the host community. Beyond being passionate enough to put in the many hours required to run the market, it helps if the manager is passionate about causes. Agriculture, the local community, health and nutrition, and the environment are a few of the causes that may motivate the market manager. Next, a successful candidate for a farmers market manager s position would be an effective problem-solver. Many crises arise in a market, such as conflicts between farmers, between consumers and farmers, between - 2 -

3 farmers and market management, and between the market and community members. A manager must be able to listen carefully to both sides of the conflict, find a common ground that will be acceptable to both parties, and have everyone exit the conflict with a positive attitude. Creative thinking is a clear asset for market managers. Most farmers markets operate on shoe-string budgets, leaving few resources for a market manager to rely on to get the job done. Creativity is a must for finding ways to advertise and promote the farmers market with little or no advertising budget. The manager must also be able to create the special events that draw customers to the market and create the familyfriendly atmosphere that keeps customers coming back, week after week. For example, events like rutabaga bowling and borscht night not only keep the focus on the food, but they create fun activities that build atmosphere. Other areas of market management may also take some creative thinking to overcome the lack of adequate resources, such as raising funds to cover market expenses and building community relationships to assist in promoting the market. Westside Farmers Market Manager and her team s creative side Self motivation is another personal asset that a market manager should possess. Although many market managers have a board of directors or a market advisory committee to back them up, they are typically given the job, and then left to make sure that it all comes together. A farmers market manager without self-motivation would flounder with little dayto-day supervision. Job Skills Many market managers are given the job with little or no instruction. Most training is on the job, learn as you go. There is no school where you can go to prepare you for the role of farmers market manager. So market managers need to possess skills that will help them to learn the role while they are performing the job. Organizational Skills Organizational skills are a must. The role of market manager is one of multitasking: keeping records for the market, conducting promotional activity, organizing special events, managing the finances of the market, and a wide assortment of other tasks. Juggling the many duties of a market manager requires an organized individual. Communication Skills Communicating effectively is a key skill for farmers market managers. They have the unique task of having to communicate to a wide range of audiences. Market managers must effectively communicate to the farmers all of the market rules and policies. This must be done in a diplomatic way that will ensure understanding and compliance. Farmers must understand that the manager and the governing body are not laying down rules and regulations just for the sake of power, but for the safety of - 3 -

4 both consumers and vendors, and to ensure the sales and profits of the vendors in the market. The rules and policies, in turn, ensure that the market follows standard risk management practices, is consumer friendly, and is fair and equitable to all its farmers and vendors. Market managers must also be able to communicate well with the consumers in the marketplace. Answering questions, handling complaints and disputes, and promoting the market, its vendors, and its programs all require excellent communication skills to deliver the message in easily understandable terms, without misunderstandings and with tact and diplomacy. Finally, market managers must also be adept at communicating the market s needs and community benefits to community leaders, funders and market sponsors (or potential sponsors). It is important that community leaders understand the importance of a farmers market to their community. The market needs their support for space allocation, funding, promotion, permitting, etc. When local leaders understand that the market is a key institution in the community, bringing access to local foods, supporting low-income consumers, revitalizing a downtown location, supporting local agriculture, and bringing in tourism dollars, their support is much more certain. Marketing Skills Market managers must be creative in their efforts to promote the farmers market. They often have very tight budgets for promotions, but must advertise to build customer awareness of the market, drive customer traffic to the market, and build sales and profits for their farmers. In addition to promoting to customers, market managers must also promote to farmers, building the vendor base and increasing the diversity of product in the marketplace. Financial Skills Budgeting and financial recordkeeping, as well as fundraising, are important financial skills for market managers. Revenue streams for markets must be maximized, whether from farmer stall rents, sponsorships, or grant funds. Expenses must be identified, budgeted for, and then covered with the existing revenue stream. Duties of the Market Manager The duties of a market manager make up an extremely varied job description. Market managers wear a number of different hats, and the hats change with the seasons. While farmers markets tend to be seasonal, there is plenty of work to be done by farmers market managers throughout the year. The following is a summary of all the tasks that farmers market managers need to perform. Pre-Season Develop advertising and promotions calendar o Media campaign o Social media o Promotional materials signs, banners, brochures o Website maintenance o Special events: i.e., entertainment, community events Work with market board/committee on market systems (review, update, and create) to promote sustainability for the market o Rules and regulations o Strategic planning for the market - 4 -

5 o Board/committee development o Marketing and promotions plan long term o Emergency preparedness plan Develop market operations for upcoming year o Opening and closing dates for upcoming year o Secure permits o Secure market liability insurance o Review market site for improvements to layout and design increase efficient flow of customer traffic, create a safer environment, increase visibility of market Recruit farmers/vendors o Assess market needs for missing or inadequate supply of product o Develop recruitment strategy and materials o Execute recruitment strategy o Hold pre-season vendor meetings to communicate all of the above Establish budget and secure funding sources; includes setting stall fees o Fundraising events o Donations o sponsorships Develop community relationships o Get involved with community organizations on the market s behalf o Give speeches/presentations that promote the market Certify market for the FMNP program In Season On-going Enroll farmers and vendors in the market through vendor agreements/leases/ market applications; ensure that all necessary insurance certificates and licenses are current and on file. o Maintain database of all vendors, contact information, and all other pertinent information Coordinate staff and volunteers o Scheduling o Training Resolve any disputes that arise o Between vendors and consumers o Between vendors o Between vendors and management o Between market and community local government, local business community Maintain market grounds in a safe manner for consumers and vendors Enroll farmers in the FMNP program Act as liaison between vendors and market board/committee for free flow of information in both directions to create transparency Conduct farm inspections as needed under rules and regulation of the market or as needed to comply with FMNP Bookkeeping On-site marketing communications o Social media updates and responses o inquiries o Phone calls - 5 -

6 In-Season Pre-market Day Market set up o Set out street closure barriers, pedestrian/truck traffic barricades o Place all market signage o Place trash receptacles, recycling bins o o o Assign vendor stalls Line up daily vendors Contact any on-call vendors In-Season During the Market Day Operate manager s booth for consumer questions, nutrition education materials, POS materials; operate EBT terminal for food stamp sales Ensure all market rules are adhered to Ensure all state and county regulations are adhered to Conduct periodic customers counts and vendor sales information Prepare the Manager s booth o Stock nutrition education materials o Prepare for SNAP transactions Charge SNAP equipment Count out enough tokens (SNAP, debit/credit) for the market day Erect SNAP banners Coordinate community tables Prepare for the day s special event/music o Set up event tent and equipment o Coordinate volunteers o Put out signage Vendor coordination In-Season End of the Market Day Ensure market grounds are clean after all vendors leave for the day Redeem farmers SNAP and debit/credit tokens o Issue reimbursement checks to farmers o Update transaction logs o Take down and store market tent, tables, materials Post-Season Evaluate the market season what went right, what could be improved upon o Advertising campaign o Event evaluation what added to sales, what took away, what drew more customers Hold post-season vendor meetings o Farmer/vendor time to offer ideas, vent issues, come together to socialize and celebrate the end of the season Pursue professional development for market managers - 6 -

7 o Attend conferences, workshops to further your management skills and improve market for farmers, customers, and community o Attend FMM Pro Market Managers Certification Program to become a certified Farmers Market Manager Take annual recertification classes through annual conference and winter webinars Do maintenance and repairs on market grounds, equipment, supplies boundaries with your board of directors as well as better understand potential volunteer opportunities integral to the market but that you cannot take on. Often those sitting on the board of directors, or steering committee for a market, do not have a good sense of all that it takes to manage a market; that it isn t just showing up on market day and hanging out with the vendors. A thorough and up to date job description can illustrate the many faceted duties of a manager, as well as demonstrate what a manager would do, and what a volunteer would perhaps to be better suited to carry out. An example of this might be expecting the market manager to operate the SNAP terminal themselves. Operating the SNAP terminal requires someone to be with the terminal throughout the market day. With all the tasks a manager must perform throughout the market day, it is difficult for them to be the person assigned to the SNAP terminal. This is more appropriate for a volunteer to perform, rather than the manager. It also should help identify professional development opportunities to help grow as a market manager, whether that is in volunteer management, marketing/social media, basic bookkeeping, etc Market Managers Job Description Possessing an up to date job description is extremely important for a variety of reasons. It sets the expectations for your duties on a daily, weekly, seasonal and yearly basis. It can function almost as a work plan to guide you day to day and market season to market downtime (if you don t operate year-round). It helps to set There are three sections to a job description: 1. The overall description of the market and the role/duties of the market manager. This should include all relevant information about market logistics season length, days/times of operation, market location, etc This should also include who the manager reports to and a description of the market (including types of products sold, community partners, customers served, etc ). The roles and duties should also include hours required, who the manager reports to and who they - 7 -

8 represent at the market. 2. Job duties This should cover duties prior to the season starting, such as vendor recruitment, community partner relationship building, fundraising and site prep; and during the season, such as day to day market operations and market logistics, volunteer management, bookkeeping, conflict management/resolution, and acting as a liaison to the many nutrition programs the market participates in. 3. Qualifications This section should cover all the qualifications a good market manager would possess, including needing low supervision, good communication and organizational skills, ability to resolve conflicts, ability to communicate with diverse audiences, and being self-motivated. This section can be helpful in determining a professional development plan for areas which may be lacking as a market manager. A job description should be reviewed on a yearly, or bi-annual basis to ensure that duties have not changed as a result of growth of the market. Especially if you are a paid manager, being able to demonstrate how well you have satisfied the duties in your job description can be helpful during review as well as when asking for additional compensation. Reference: This material is based on a presentation, Defining a Market Manager s Role, by Monica Kurzejeski, Manager of the Troy Waterfront Farmers Market, at the Farmers Market Federation of NY s Annual Farmers Market Managers Training Conference, Nov Duties of Farmers Market Managers, by James Farr, Deputy Director of the Dept. of Parks and Recreation, Rochester, NY, Director of the Rochester Public Market, President of the Farmers Market Federation of NY. Presented at the Farmers Market Federation of NY Farmers Market Managers Training Program, Jan. 18, Appendix: Sample Market Managers Job Description - 8 -