Retail Experience Lead
Role Overview
The Retail Experience Lead performs opening and closing duties, oversees daily operations, and supervises staff during an assigned shift.
The role maintains store appearance and product presentation while serving as a knowledge resource for team members.
The role includes staff supervision, cashier assistance, customer service, cash management, administrative work, alarm management, and front-of-house organization.
The lead reinforces company standards, supports education and compliance, and escalates employee issues and customer complaints to store managers.
Key Skills for This Role
Full Job Posting
About the Company
FIKA is a Canadian lifestyle brand and retail company focused on cannabis retail.
The company operates more than 200 stores across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, and Yukon.
Job Overview
The Retail Experience Lead performs opening and closing duties, oversees daily operations, and supervises staff during an assigned shift.
The role maintains store appearance and product presentation while serving as a knowledge resource for team members.
The role includes staff supervision, cashier assistance, customer service, cash management, administrative work, alarm management, and front-of-house organization.
The lead reinforces company standards, supports education and compliance, and escalates employee issues and customer complaints to store managers.
Core Competencies and Requirements
- Strong knowledge of retail sales principles, methods, practices, and techniques.
- Ability to guide, educate, and motivate employees.
- Strong customer service, troubleshooting, communication, conflict-resolution, negotiation, and objection-handling skills.
- Familiarity with security alarm systems and the ability to learn sales software quickly.
- Proven data entry, data editing, and typing skills.
- Strong organizational and time-management skills, cash-management experience, and adaptability in a changing environment.
Job Duties
- Open and close the retail store, including activating and deactivating alarms.
- Greet customers, provide product knowledge, suggest products, and promote upcoming sales.
- Assist with onboarding, training, and continuous education for team members.
- Reinforce policies, procedures, regulations, service standards, education, and compliance.
- Handle customer complaints professionally and escalate team member issues to management.
- Support sales strategies, motivate the sales team, communicate operational changes, and suggest technology solutions when needed.
Benefits
- Best-in-class team environment and internal advancement opportunities.
- Wellness program with access to mental health resources.
- Internal learning and development programs.
- Team member discount and access to additional perks.
Education, Training and Experience
- At least 2 years of retail industry experience.
- High school diploma or GED.
- Experience in all aspects of customer service.
- Clear criminal record.
- Provincial Cannabis Certification.
Working Conditions
- The role requires manual dexterity for desktop computer and peripheral use.
- The role requires standing for long periods and lifting up to 25 pounds.
- Overtime may be required.
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