Retail Experience Lead

Role overview

Responsibilities

• Open and close the store, including activating and deactivating alarms; maintain store appearance and product presentation.
• Supervise staff, assist cashiers, manage cash, and complete administrative duties.
• Greet and assist customers; provide product knowledge, recommend products, and communicate upcoming sales.
• Support onboarding, training, and continuous education for team members.
• Reinforce service standards, policies, procedures, and regulations; motivate the sales team toward goals.
• Address customer complaints professionally and escalate employee issues and customer inquiries to store managers.
• Communicate customer-relevant changes to policies, products, services, and promotions.
• Act as a steward of compliance and education; suggest technology solutions for customer needs when appropriate.

Core competencies

• Strong knowledge of retail sales principles, methods, practices, and techniques.
• Ability to guide, educate, and motivate employees; strong customer service and troubleshooting skills.
• Strong written and verbal communication skills; ability to adapt quickly in a changing environment.
• Familiarity with security alarm systems and ability to learn sales software quickly.
• Proven data entry, data editing, and typing skills; exceptional conflict resolution, negotiation, and objection handling.
• Excellent organizational and time-management skills; experience with cash management.

Education, training and experience

• Two years of experience in the retail industry and experience in all aspects of customer service.
• High school diploma or GED required.
• Clear criminal record required.
• Provincial Cannabis Certification required.

Working conditions

• Requires manual dexterity to use a desktop computer and peripherals, standing for long periods, and lifting up to 25 pounds.
• Overtime may be required.

Benefits

• The employer lists internal advancement and learning opportunities, a wellness program, team member discounts, and other perks.