Customer Experience Lead - Dispensary Operations

Firelands Scientific/The Landing Dispensary; Athens (OH); On-site; USD 21,000 - 34,000; Part time

Job summary

Firelands Scientific/The Landing Dispensary seeks a Lead Customer Experience Representative to support day-to-day dispensary operations with the Assistant General Manager and General Manager, while driving strategies related to the facility, inventory, and public relations.

This role provides leadership to all core functions and ensures compliance with Ohio DCC rules, delivering a world-class guest experience.

Qualifications

• Recent retail or hospitality experience in a high-growth, fast-paced environment.
• Experience operating in a state-regulated marijuana program.
• Experience coaching, training, and talent development.
• Experience monitoring company and individual performance through KPIs and other metrics.
• Demonstrated ability to learn and apply technical and product-related information.

Responsibilities

• Assist with hiring, developing, and coaching of all dispensary positions along with developing and executing SOPs, training, and on-boarding programs.
• Assist with execution of dispensary/company strategy and operations.
• Review store environments and KPIs to identify problems, concerns, and opportunities for improvement.
• Help lead the dispensary team, support performance evaluations with active feedback and assist with personnel matters.
• Maintain records for all necessary documents: delivery and inventory manifests, nightly and monthly inventory counts, necessary employee and patient/customer information, logbooks, inventory adjustments, and destruction reports.
• Facilitate communication of daily tasks to team members.
• Ensure all required state and company sanctioned reports and audits are executed on time.
• Serve as a brand representative and participate in community/industry events, as needed.
• Provide superior customer service for vendors, patients/customers and caregivers.
• Respond to any patient/customer complaint, request, concern, suggestion, when required.
• Ensure a world-class experience for patients and caregivers in accordance with company mission, vision, and values.
• Ensure that all dispensary operations including admissions, consultations, dispensing, cash management, inventory management, auditing, outreach, marketing and ordering are operating effectively, compliantly, and efficiently.
• Create a customer-focused, service-oriented environment.
• Maintain a presence on the sales floor and effectively coach and support dispensary team members to ensure that operational priorities, processes and procedures are communicated, understood and executed.
• Maintain all technology platforms and ensure that product descriptions and inventory amounts are accurate.
• Recommend product lines by identifying new product and product packaging opportunities, utilizing patient feedback and online reviews.
• Other tasks as assigned by the Assistant General Manager and General Manager.

Skills

Retail experience

Hospitality experience

Marijuana regulatory experience

Coaching & training

KPIs & metrics

MS Office

MS Excel

Tools

MS Office

MS Excel

Job description

Firelands Scientific/The Landing Dispensary seeks a Lead Customer Experience Representative to support day-to-day dispensary operations with the Assistant General Manager and General Manager, while driving strategies related to the facility, inventory, and public relations.

This role provides leadership to all core functions and ensures compliance with Ohio DCC rules, delivering a world-class guest experience.