Retail Experience Lead: Customer Excellence & Growth

Fire & Flower Inc; Brantford; On-site; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Team member discount

Perkopolis access

Wellness program

Job summary

Fire & Flower Inc. in Brantford, ON seeks a Retail Experience Lead to oversee daily store operations, open/close duties, and supervise staff. You will maintain product presentation, assist cashiers, deliver exceptional service, manage cash, and handle administrative tasks to keep front of house organized.

The role emphasizes education, compliance, and escalation to store managers for employee and customer issues, with opportunities to contribute to sales strategies and training.

Qualifications

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

Responsibilities

• 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.

Skills

Retail sales

Customer service

Team leadership

Communication skills

Security alarm knowledge

Sales software

Data entry

Conflict resolution

Education

High school diploma

Provincial Cannabis Certification

Tools

POS system

Security alarms

Job description

Fire & Flower Inc. in Brantford, ON seeks a Retail Experience Lead to oversee daily store operations, open/close duties, and supervise staff. You will maintain product presentation, assist cashiers, deliver exceptional service, manage cash, and handle administrative tasks to keep front of house organized.

The role emphasizes education, compliance, and escalation to store managers for employee and customer issues, with opportunities to contribute to sales strategies and training.