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Retail Experience Lead

FIKA
Toronto, CAN
Part-time
Mid-Senior
Onsite
Discovered 4 days ago
Retail operationsRetail sales principlesCustomer serviceStaff supervisionEmployee onboarding and trainingCash management

Full Job Posting

About FIKA

FIKA is a lifestyle brand focused on cannabis retail, with flagship locations in Toronto and more than 250 stores across several Canadian provinces and Yukon.

The company operates more than 20 Canadian retail banners and describes its stores as welcoming and varied retail environments.

Role overview

The Retail Experience Lead oversees daily operations and supervises staff during an assigned shift.

The role includes opening and closing duties, store presentation, customer service, cash management, and administrative work.

The lead acts as a resource for team members and supports compliance, education, and company standards.

Store operations and customer service

  • Open and close the store, including activating and deactivating alarms; maintain a clean and organized front of house.
  • Supervise staff, assist cashiers, manage cash, and complete administrative duties.
  • Greet and assist customers, provide product knowledge, suggest products, and inform customers about upcoming sales.
  • Maintain store appearance and product presentation to company standards.
  • Address customer complaints professionally and escalate employee issues and customer matters to store managers.

Team leadership and compliance

  • Assist with onboarding, training, and ongoing education for team members.
  • Lead by example and motivate the team to meet high service standards and sales goals.
  • Reinforce departmental policies, procedures, and regulations and serve as a steward of compliance and education.
  • Communicate changes to policies, procedures, products, services, and promotions.
  • Help implement sales strategies and suggest technology solutions when needed to address evolving customer needs.

Qualifications

  • Two years of retail industry experience and experience in all aspects of customer service.
  • High school diploma or GED and a provincial cannabis certification.
  • Clear criminal record.
  • Strong knowledge of retail sales principles, methods, practices, and techniques.
  • Able to guide, educate, and motivate employees; strong customer service, troubleshooting, communication, organization, and time-management skills.
  • Familiarity with security alarm systems and ability to enable and disable alarms.
  • Able to learn sales software quickly; data entry, editing, typing, and cash management experience.
  • Conflict resolution, negotiation, and objection-handling skills; able to respond quickly in a changing environment.

Working conditions

  • Manual dexterity is required to use a desktop computer and peripherals.
  • The role requires standing for long periods and lifting up to 25 pounds.
  • Overtime may be required.

Benefits and development

  • The employer lists internal advancement opportunities and learning and development programs.
  • Other listed offerings include a wellness program, mental health resources, a team member discount, and access to additional perks.

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