Retail Experience Lead

Fire & Flower Inc; Winnipeg; On-site; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Team member discount

Perkopolis access

Goodlife access

Job summary

Fire & Flower Inc. is seeking a Retail Experience Lead to oversee daily operations, staff on shift, and ensure top-tier customer service. You will manage cash handling, alarms, and store appearance while guiding teammates to meet company standards.

The role emphasizes education, compliance, and resolving customer inquiries through store managers. Applicants should bring strong communication, problem-solving, and a proactive leadership mindset.

Qualifications

• Strong retail sales knowledge and practices.
• Proven ability to lead and educate a team.
• Excellent customer service and communication skills.
• Experience with cash handling and security procedures.
• Ability to learn new sales software quickly.
• Proficient data entry and typing skills.
• Strong problem-solving and negotiation abilities.
• Able to adapt in a dynamic environment.
• Excellent organizational and time management skills.
• Experience with cash management processes.

Responsibilities

• Open and close the retail store, including alarms.
• Greet and assist customers and model exemplary conduct.
• Provide high-level customer service and product knowledge. Build relationships and drive sales.
• Assist with onboarding, training, and ongoing staff education.
• Lead by example to maintain high service standards.
• Reinforce policies and procedures across the team.
• Address customer complaints professionally and escalate when needed.
• Support sales strategies and motivate the team to hit targets.
• Communicate policy or product changes to staff.
• Identify opportunities for technology solutions to meet customer needs.

Skills

Retail sales principles

Work ethic

Team motivation

Customer service

Communication

Security alarm systems

Sales software

Data entry

Conflict resolution

Adaptability

Organization & time management

Cash management

Education

High school diploma

Provincial Cannabis Certification

Clear criminal record

Tools

POS systems

Job description

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.