Retail Experience Lead

Pop's Cannabis Co.; Almonte; On-site; CAD 45,000 - 55,000; Full time

Job summary

Pop's Cannabis Co. is seeking a Retail Experience Lead to manage opening/closing duties, supervise staff, and ensure store standards. You will greet customers, provide product knowledge, manage cash, and uphold compliance and safety protocols.

The role emphasizes staff onboarding, training, and delivering outstanding customer service while adapting to promotions and policies. Strong communication and problem-solving are essential in a dynamic cannabis retail environment.

Qualifications

• Proven ability to lead a retail team and supervise staff.
• Excellent customer service and communication skills.
• Experience with cash handling and POS systems.
• Ability to respond quickly in a dynamic retail environment.

Responsibilities

• Open and close retail store, including alarms.
• Greet and assist customers with exemplary conduct.
• Provide high level customer service; build relationships and upsell.
• Assist with onboarding, training, and ongoing education of staff.
• Maintain standards of service and store policies.
• Ensure customer complaints are addressed professionally.
• Support implementation of sales strategies and motivate team.
• Communicate policy and product updates to staff.
• Identify technology solutions to meet customer needs.

Skills

Retail leadership

Customer service

Cash handling

Staff onboarding

Product knowledge

Communication skills

Time management

Training

Tools

POS system

Job description

Job Overview

The Retail Experience Lead is responsible for opening and closing duties, overseeing daily operations, and supervising staff during an assigned shift.

The Retail Experience Lead maintains store appearance and product presentation to company standards and acts as a knowledge resource for team members. Duties include but are not limited to supervising staff, assisting cashiers, delivering a consistently high customer service level, cash management, administrative duties, setting alarms, and keeping the front of house clean and organized.

All Retail Experience Leads are expected to be stewards of compliance and education leading by example, providing education, and reinforcing company standards. The Lead is also responsible for escalating all employee issues and customer complaints/inquiries to store managers for resolution.

Core Competencies and Requirements

• Strong knowledge of retail sales principles, methods, practices, and techniques.
• Strong work ethic and positive team attitude.
• Ability to guide, educate and motivate employees.
• Strong customer service and troubleshooting skills.
• Strong communication skills (verbal & written).
• Familiarity with security alarm systems – enabling and disabling.
• Ability to learn and adapt to sales software quickly.
• Proven data entry, data editing and typing skills.
• Exceptional conflict resolution, negotiation, and objection handling skills.
• Able to respond quickly in a dynamic and changing environment.
• Excellent organizational and time management skills.
• Experience with cash management.

Job Duties

• Open and Close retail store, including activating and deactivating alarms.
• Greet and assist customers in a manner that models exemplary conduct to other staff.
• Provide a high level of customer service; build quality relationships with customers, suggest new products, provide product knowledge, and remind them of upcoming sales.
• Assist with team member onboarding, training, and continuous education.
• Build team commitment to high standards of service, exceeding Customer expectations and leading by example.
• Maintain a full understanding and reinforce and departmental policies, procedures, and regulations.
• Ensure all customer complaints are addressed and handled professionally.
• Assist with the implementation of sales strategies and motivate sales team to achieve goals/targets.
• Communicate changes in policy, procedures, products, services, promotions, or any other alterations that affect the customer.
• Where necessary, identify and suggest technology solutions to meet evolving customer needs.