Retail Experience Lead

FIKA; Toronto; On-site; CAD 42,000 - 60,000; Full time

Benefits offered by this job

Team member discount

Internal learning programs

Wellness resources

Job summary

FIKA is seeking a Retail Experience Lead to oversee daily operations, open/close duties, and supervise staff while maintaining store standards. You will ensure high customer service, manage cash, and train team members, escalating issues to store managers as needed.

The role emphasizes compliance, education, and adapting to a dynamic retail environment with a focus on product presentation and customer satisfaction.

Qualifications

• Strong knowledge of retail sales principles, methods, practices, and techniques.
• Ability to guide, educate and motivate employees.
• Strong customer service and troubleshooting skills.
• Excellent communication, verbal and written.
• Experience with alarm systems and security protocols.
• Ability to learn and adapt to sales software quickly.
• Proven data entry, editing and typing skills.
• Exceptional conflict resolution and negotiation abilities.
• Excellent organizational and time management skills.
• Experience with cash management.

Responsibilities

• Open and close retail store, including alarm activation/deactivation.
• Greet and assist customers while modeling exemplary conduct.
• Provide high level customer service, suggest products, and share knowledge.
• Assist with onboarding, training and ongoing education of staff.
• Build team commitment to high service standards and lead by example.
• Enforce policies, procedures and regulations across departments.
• Address customer complaints professionally and promptly.
• Support sales strategies and motivate the team to hit targets.
• Communicate policy, product, and promotional changes to customers.
• Identify and suggest tech solutions to improve customer experience.
• Escalate staff issues to direct manager; champion education/compliance.

Skills

Retail sales

Team leadership

Customer service

Communication

Security alarms

Sales software

Data entry

Conflict resolution

Time management

Adaptability

Education

High school diploma or GED

Provincial Cannabis Certification

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.