Guest Experience Manager - LIV Ferndale

Renew Cannabis Co.; Ferndale (MI); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid time off

Employee discount

Employee sponsored life insurance

Employee assistance program

401K & 401K matching

Job summary

Common Citizen, a Michigan-based cannabis company, is shaping perceptions around cannabis and enhancing lives through our principles of cannabis for humanity and change for the better. As Guest Experience Manager, you will help organize and run our retail stores, ensuring sales team efficiency and exceptional customer satisfaction across Michigan communities.

You will lead store operations, coach staff, and analyze retail data to drive continuous improvement.

Qualifications

• Minimum of 2 years in a customer service role in retail.
• Healthcare or related fields experience preferred.
• Strong leadership and organizational abilities.
• Excellent interpersonal and communication skills.
• Ability to analyze consumer behavior and adjust service approach.
• Flexibility to work in varying shifts.
• Experience with Lean/Continuous Improvement preferred.

Responsibilities

• Assist the General Manager in organizing, planning and implementing strategy.
• Coordinate retail store operations.
• Ensure store schedules and objectives are met by employees.
• Track progress of weekly, monthly, quarterly and annual objectives.
• Evaluate employee performance and assist in employee reviews.
• Identify hiring and training needs.
• Supervise and motivate staff to perform their best.
• Coach and support new and existing Guest Advisors.
• Communicate with clients and evaluate their needs.
• Analyze consumer behavior and adjust product positioning.
• Handle complaints from customers.
• Create reports, analyze and interpret retail data, like revenues, expenses and competition.
• Conduct regular audits to ensure the store is functionable and presentable.
• Make sure all employees adhere to company's policies and guidelines.
• Use active selling skills during guest engagements.
• Lead and coach selling skills in team members through practice and roleplay.
• Observe selling behaviors and coach with on-the-spot feedback.
• Act as our store's representative and set an example for our staff.

Skills

Customer service

Leadership

Interpersonal skills

Problem solving

Flexibility

Management experience

Lean experience

Job description

Job Title: Guest Experience Manager

Department: Retail

Reports to: General Manager

FSLA Status: Non-Exempt

Shift: Varies

About Us

Common Citizen, a Michigan-based cannabis company, is dedicated to reshaping perceptions around cannabis and enhancing lives through our principles of "cannabis for humanity" and "change for the better." Prioritizing people in all aspects, from cultivating high-quality cannabis to providing a world-class customer experience, we embody a commitment to continuous improvement. As we aspire to be recognized as a Fortune Magazine "Best Company To Work For," our family of brands also includes 8 cannabis retail stores serving their respective local communities under 4 brands - LIV Cannabis Co., Pure Lapeer Canna, Xplore Cannabis, and Cannavista Wellness, creating a seamless network where we are all one. Join us at Common Citizen for a collaborative and inclusive journey, anchored in the principles of "cannabis for humanity" and a commitment to positive change.

About This Role

Every position at Common Citizen from seed to sale, is contributing to our mission to serve our fellow citizens of Michigan with the highest quality, safest cannabis product through our highly individualized and education-oriented provisioning centers. The Guest Experience Manager helps organize and run our retail stores and fill in for the General Manager when needed. This job is highly important in ensuring the sales team meets its goals of efficiency and customer satisfaction.

Responsibilities

Outlined below is what we see you doing at this point in time. We are a fast-growing company looking for people that are excited to grow along with us.

Responsibilities include but not limited to:

• Assisting the General Manager in organizing, planning and implementing strategy.
• Coordinating retail store operations.
• Ensuring store schedules and objectives are met by employees.
• Track the progress of weekly, monthly, quarterly and annual objectives.
• Evaluate employee performance and assist in employee reviews.

• Identify hiring and training needs.
• Supervise and motivate staff to perform their best.
• Coach and support new and existing Guest Advisors.
• Communicate with clients and evaluate their needs.Analyze consumer behavior and adjust product positioning.

• Handle complaints from customers.
• Create reports, analyze and interpret retail data, like revenues, expenses and competition.
• Conduct regular audits to ensure the store is functionable and presentable.
• Make sure all employees adhere to company's policies and guidelines.
• Use active selling skills during guest engagements.
• Lead and coach selling skills in team members through practice and roleplay.
• Observe selling behaviors and coach with on-the-spot feedback.
• Act as our store's representative and set an example for our staff.

The Experience You Bring and the Skills we Need:

• A minimum of 2 years in a customer service role in a retail environment
• A background in healthcare, social work or related fields is also preferred
• Leadership and organizational abilities
• Familiarity with financial and customer service principles
• Interpersonal and communication skills
• Problem-solving attitude
• Flexibility to work in shifts
• Management experience preferred
• Continuous Improvement/Lean Methodology experience preferred, not required
• This is a dynamic team, and as such daily tasks may vary, resulting in a fast paced and lively work environment.

Physical Requirements

• Regularly required to stand/walk for entire shift.
• Use hands to handle, control, or feel objects, tools, or controls.
• Reach with hands and arms; and talk or hear.
• Frequently lift and/or move up to 20 pounds.

Why You’d Love This Role

You have:

• A high level of professionalism and believe in our founding principles: "Cannabis for humanity" and "Change for the better". As such, you enjoy being involved in the community and being a steward for the company and the positive change that we believe in.
• A passion for providing the residents and visitors of Michigan with the highest quality and safest cannabis products in the state.
• A desire to change the social perception of cannabis and a passion for humanity.
• A constant desire to learn new skills and believe in continuous improvement, both personally and professionally.
• Value integrity and honesty and want to bring those values to the cannabis industry.
• Enjoy being part of a team and sharing your skills with your fellow citizens.
• An appreciation for all stages of the production cycle of cannabis, including harvesting, trimming and processing.

We offer:

• Medical, Dental, Vision benefits active first of the month following your first day of employment.
• Paid time off.
• Employee discount.
• Employee sponsored life insurance.
• Employee assistance program.
• 401K & 401K matching.

Common Citizenis an equal opportunity employer. We celebrate diversity and are committed to creating an environment of mutual respect for all people. If you are a member of an equity group, you are encouraged to self-identify, on your application, cover letter or resume.

**Must be at least 21 years of age as required by the Cannabis Regulatory Association**