Retail Experience Lead

Mary Jane; Oshawa; On-site; CAD 42,000 - 52,000; Full time

Job summary

Mary Jane in Oshawa is seeking a Retail Experience Lead to manage daily operations, open/close duties, and supervise staff on shift. You'll ensure store standards, assist cashiers, deliver high customer service, manage cash and admin tasks, and escalate issues to store managers while promoting education and compliance.

The role requires at least 2 years in retail, a high school diploma or GED, and a Provincial Cannabis Certification.

Qualifications

• 2 years of retail experience or more.
• High school diploma or GED is required.
• Provincial Cannabis Certification is required or preferred.

Responsibilities

• Open and close the retail store including alarm procedures.
• Greet customers and provide exceptional service.
• Support cashiers, upsell products, and share product knowledge.
• Onboard, train and educate team members on standards.
• Maintain high standards of service and performance.
• Address customer complaints professionally and escalate when needed.
• Support sales strategies and motivate the team to meet targets.
• Communicate policy and product changes to staff.

Skills

Retail knowledge

Customer service

Communication

Team leadership

Conflict resolution

Time management

Problem solving

Security system familiarity

Education

High school diploma or GED

Provincial Cannabis Certification

Tools

Sales software

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.
• Escalate team member issues to direct manager.
• Act as a steward of education and compliance.

Why you’ll love working here

• Opportunity to work with a best-in-class team
• Internal advancement opportunities
• Wellness program including access to mental health resources
• Access to internal learning & development programs
• Team member discount and access to other perks like Perkopolis, Goodlife and many more!

Education, Training & Experience

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

Working Conditions

• Manual dexterity required to use desktop computer and peripherals.
• Ability to stand for long periods of time.
• Ability to lift 25 pounds.
• Overtime as required.