Retail Experience Lead

Role overview

Responsibilities

• Open and close the store, including activating and deactivating security alarms; complete cash management and administrative duties.
• Greet and assist customers, model exemplary conduct, suggest products, provide product knowledge, and inform customers about upcoming sales.
• Maintain store presentation and keep the front of house clean and organized.
• Assist with onboarding, training, and continuous education for team members.
• Reinforce service standards, motivate the sales team toward goals, and uphold departmental policies, procedures, and regulations.
• Handle customer complaints professionally and escalate employee issues and customer concerns to store managers.
• Communicate customer-relevant changes to policies, products, services, and promotions; suggest technology solutions when needed.
• Lead by example in education and compliance.

Core competencies

• Strong knowledge of retail sales principles and practices; 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 ability to learn sales software quickly.
• Proven data entry, data editing, and typing skills; experience with cash management.
• Strong organization and time management; able to respond quickly in a changing environment.

Education and experience

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

Working conditions

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

Benefits

• Internal advancement opportunities and access to learning and development programs.
• Wellness program, mental health resources, team member discount, and other perks.

About FIKA