Retail Experience Lead: Service & Team Coach

Fire & Flower Inc; Guelph; On-site; CAD 42,000 - 64,000; Full time

Job summary

Fire & Flower Inc. in Guelph, Ontario seeks a Retail Experience Lead to open/close the store, supervise staff, and uphold presentation standards while delivering exceptional customer service. You will assist cashiers, manage cash, and handle administrative duties, acting as a knowledge resource for the team.

The role emphasizes education, policy adherence, and escalation of issues to store managers. Strong retail knowledge, communication, and conflict-resolution skills are essential.

Qualifications

• 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.

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 knowledge

Team leadership

Customer service

Communication skills

Alarm system familiarity

Sales software knowledge

Data entry

Typing skills

Conflict resolution

Time management

Education

High school diploma or GED

Provincial Cannabis Certification

Job description

Fire & Flower Inc. in Guelph, Ontario seeks a Retail Experience Lead to open/close the store, supervise staff, and uphold presentation standards while delivering exceptional customer service. You will assist cashiers, manage cash, and handle administrative duties, acting as a knowledge resource for the team.

The role emphasizes education, policy adherence, and escalation of issues to store managers. Strong retail knowledge, communication, and conflict-resolution skills are essential.