Retail Experience Lead

Role overview

Responsibilities

• Open and close the store, including activating and deactivating alarms.
• Supervise staff, assist cashiers, manage cash, and complete administrative duties.
• Deliver customer service, recommend products, share product knowledge, and communicate promotions.
• Maintain store presentation and keep the front of house clean and organized.
• Support onboarding, training, and continuous team education.
• Reinforce policies, procedures, regulations, and compliance standards.
• Handle customer complaints professionally and escalate appropriate issues to managers.
• Support sales strategies, motivate staff toward targets, communicate changes, and suggest technology solutions when needed.

Core competencies and requirements

• Strong knowledge of retail sales principles, methods, practices, and techniques.
• Ability to guide, educate, and motivate employees; strong work ethic and positive team attitude.
• Strong customer service, troubleshooting, communication, conflict-resolution, negotiation, and objection-handling skills.
• Familiarity with security alarm systems and ability to enable and disable them.
• Ability to learn sales software quickly; proven data entry, data editing, and typing skills.
• Ability to adapt quickly, organize and prioritize work, and meet milestones and deadlines.
• Experience with cash management.

Education, training and experience

• At least 2 years of retail industry experience.
• High school diploma or GED required.
• Experience in all aspects of customer service.
• Clear criminal record required.
• Provincial Cannabis Certification required.

Working conditions

• Manual dexterity is required to use a desktop computer and peripherals.
• Ability to stand for long periods and lift 25 pounds.
• Overtime may be required.

Benefits

• Internal advancement opportunities and access to learning and development programs.
• Wellness program with access to mental health resources.
• Team-member discount and other perks.