Retail Experience Lead
Role Overview
The Retail Experience Lead opens and closes the store, oversees daily operations, and supervises staff during an assigned shift.
The lead maintains store appearance and product presentation, supports cashiers, manages cash and administrative duties, and provides a customer-service knowledge resource.
The role models compliance and education and escalates employee issues and customer complaints or inquiries to store managers.
Key Skills for This Role
Full Job Posting
About the company
FIKA is a Canadian cannabis retail lifestyle brand founded in 2020, with more than 250 stores across several provinces and Yukon.
Role overview
The Retail Experience Lead opens and closes the store, oversees daily operations, and supervises staff during an assigned shift.
The lead maintains store appearance and product presentation, supports cashiers, manages cash and administrative duties, and provides a customer-service knowledge resource.
The role models compliance and education and escalates employee issues and customer complaints or inquiries to store managers.
Requirements
- At least 2 years of retail experience; experience in all aspects of customer service.
- High school diploma or GED required; Provincial Cannabis Certification required; clear criminal record.
- Strong retail sales knowledge, communication, customer service, troubleshooting, conflict resolution, negotiation, and objection-handling skills.
- Ability to guide, educate, and motivate employees; familiarity with security alarm systems and ability to learn sales software quickly.
- Proven data entry, editing, typing, and cash management experience.
- Must be able to stand for long periods, use desktop computer peripherals, and lift 25 pounds; overtime may be required.
Job duties
- Open and close the store and activate or deactivate alarms.
- Assist customers, build relationships, provide product knowledge, suggest products, and promote upcoming sales.
- Support onboarding, training, and continuous education; lead by example and build team commitment to service standards.
- Maintain and reinforce departmental policies, procedures, and regulations; address customer complaints professionally.
- Support sales strategies, motivate staff toward targets, communicate customer-impacting changes, and suggest technology solutions.
- Escalate team member issues to the direct manager and promote education and compliance.
Benefits
- The employer lists internal advancement, wellness and mental health resources, learning and development programs, team discounts, and other perks.
Working conditions
- The work requires standing for long periods and may require overtime.
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