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 role supports customer service, cash management, administrative work, store presentation, team education, and compliance.
Key Skills for This Role
Full Job Posting
About the company
FIKA is a lifestyle company with a portfolio of Canadian retail banners and stores across multiple 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 role supports customer service, cash management, administrative work, store presentation, team education, and compliance.
Store and customer operations
- Open and close the store, activate and deactivate alarms, assist cashiers, manage cash, and complete administrative tasks.
- Maintain store appearance and product presentation; keep the front of house clean and organized.
- Greet and assist customers, recommend products, share product knowledge, and inform them about upcoming sales.
- Handle complaints professionally and escalate employee issues and customer concerns to store managers.
Team leadership and compliance
- Support onboarding, training, and continuous education; motivate the sales team and model high service standards.
- Maintain and reinforce departmental policies, procedures, and regulations; communicate relevant changes to staff and customers.
- Act as a steward of education and compliance and suggest technology solutions when customer needs evolve.
Qualifications
- At least 2 years of retail industry experience and experience across customer service.
- High school diploma or GED, clear criminal record, and Provincial Cannabis Certification.
- Strong retail sales knowledge, customer service, troubleshooting, communication, conflict resolution, negotiation, and objection-handling skills.
- Ability to guide and motivate employees, learn sales software, and adapt quickly in a dynamic environment.
- Familiarity with security alarms, data entry and editing, typing, cash management, organization, and time management.
- Able to use a desktop computer and peripherals, stand for long periods, and lift 25 pounds; overtime may be required.
Benefits
- The employer offers internal advancement, wellness and mental health resources, learning and development programs, and team member discounts and perks.
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