Retail Experience Lead
Role Overview
Oversee daily store operations and supervise staff during assigned shifts.
Maintain store appearance and product presentation, model customer service, manage cash, and support compliance and education.
Escalate employee issues and customer complaints or inquiries to store managers for resolution.
Key Skills for This Role
Full Job Posting
About the company
FIKA is a cannabis retail lifestyle brand with retail banners and stores across several Canadian provinces and Yukon.
The company describes its stores as welcoming and customer-focused environments.
Role overview
Oversee daily store operations and supervise staff during assigned shifts.
Maintain store appearance and product presentation, model customer service, manage cash, and support compliance and education.
Escalate employee issues and customer complaints or inquiries to store managers for resolution.
Job duties
- Open and close the store, including activating and deactivating alarms.
- Assist customers, provide product knowledge, suggest products, and communicate upcoming sales.
- Assist with onboarding, training, and continuous education for team members.
- Reinforce policies, procedures, regulations, and service standards.
- Handle customer complaints professionally and escalate issues as appropriate.
- Support sales strategies, motivate the sales team, and communicate changes affecting customers.
- Identify technology solutions for evolving customer needs.
Core competencies and experience
- Strong knowledge of retail sales principles and practices; ability to guide, educate, and motivate employees.
- Customer service, troubleshooting, communication, conflict resolution, negotiation, and objection-handling skills.
- Familiarity with security alarm systems and ability to learn sales software quickly.
- Data entry, data editing, typing, cash management, organization, and time-management skills.
- At least 2 years of retail experience and experience across customer service.
- High school diploma or GED, clear criminal record, and Provincial Cannabis Certification.
Working conditions
- Manual dexterity is required to use a desktop computer and peripherals.
- Must be able to stand for long periods and lift 25 pounds.
- Overtime may be required; reliable transportation is required because public transit does not operate during all store hours.
Benefits
- Internal advancement and learning and development opportunities.
- Wellness program, mental health resources, team-member discount, and other perks.
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