Retail Experience Lead
Role Overview
The Retail Experience Lead handles opening and closing duties, oversees daily operations, and supervises staff during an assigned shift.
The role maintains store appearance and product presentation, supports cashiers, manages cash and administrative tasks, and helps keep the front of house clean and organized.
The lead provides team members with product and compliance knowledge and escalates employee issues and customer complaints or inquiries to store managers.
Key Skills for This Role
Full Job Posting
About the company
FIKA describes itself as a Canadian cannabis retail lifestyle brand with more than 250 stores across several provinces and Yukon.
Role overview
The Retail Experience Lead handles opening and closing duties, oversees daily operations, and supervises staff during an assigned shift.
The role maintains store appearance and product presentation, supports cashiers, manages cash and administrative tasks, and helps keep the front of house clean and organized.
The lead provides team members with product and compliance knowledge and escalates employee issues and customer complaints or inquiries to store managers.
Core competencies and requirements
- Strong knowledge of retail sales principles and the ability to guide, educate, and motivate employees.
- Strong customer service, troubleshooting, communication, conflict-resolution, negotiation, and objection-handling skills.
- Familiarity with security alarm systems and the ability to learn sales software quickly.
- Proven data entry, data editing, typing, cash-management, organizational, and time-management skills.
- Ability to adapt and respond quickly in a dynamic environment.
Duties
- Open and close the store, including activating and deactivating alarms; greet and assist customers by example.
- Provide customer service, product knowledge, product suggestions, and information about upcoming sales.
- Assist with onboarding, training, and continuous education; build team commitment to high service standards.
- Reinforce policies, procedures, and regulations; handle customer complaints professionally and escalate team-member issues.
- Support sales strategies and team targets, communicate changes affecting customers, identify useful technology solutions, and promote education and compliance.
Education, training, and experience
- Two years of retail industry experience and experience across customer service.
- High school diploma or GED required; clear criminal record and Provincial Cannabis Certification required.
Working conditions
- The role requires manual dexterity with a desktop computer and peripherals, prolonged standing, and lifting up to 25 pounds.
- Overtime may be required.
Benefits
- The employer lists advancement opportunities, wellness and mental-health resources, learning and development programs, a team-member discount, and other perks.
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