Retail Experience Lead — Elevate Customer Service

Fire & Flower Inc; Vancouver; On-site; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Team member discount

Wellness program

Learning & development

Perkopolis access

Job summary

Fire & Flower Inc in Vancouver is hiring a Retail Experience Lead to open/close the store, supervise staff, and ensure smooth daily operations. You will maintain store presentation and assist cashiers while delivering strong customer service.

You will escalate employee issues to store managers, stay compliant with company standards, train new team members, and help drive sales through effective communication and problem solving.

Qualifications

• Strong knowledge of retail sales principles, methods, practices, and techniques.
• Ability to guide, educate and motivate employees.
• Experience with cash management and alarms.

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 leadership

Customer service

Staff supervision

Cash handling

Alarm systems

Sales software

Communication

Conflict resolution

Time management

Education

High school diploma

Provincial Cannabis Certification

Job description

Fire & Flower Inc in Vancouver is hiring a Retail Experience Lead to open/close the store, supervise staff, and ensure smooth daily operations. You will maintain store presentation and assist cashiers while delivering strong customer service.

You will escalate employee issues to store managers, stay compliant with company standards, train new team members, and help drive sales through effective communication and problem solving.