Lead, Customer Experience — Plant Enthusiast Store

O'Toole's Garden Centers Inc.; Lakewood (CO); On-site; USD 23,866 - 33,992; Full time

Job summary

O'Toole's Garden Centers is seeking a Customer Experience Lead to guide a team of plant enthusiasts, keep the store running smoothly, and brighten every customer's day. You will handle customer service, merchandising, coaching, and store operations on a full-time schedule in Lakewood/ Westminster, CO.

You'll lead on the sales floor, maintain store standards, process payments, and coach staff to deliver outstanding service, while supporting health and safety and adhering to company values.

Qualifications

• High school diploma or equivalent (experience considered).
• 2+ years of retail experience with increasing responsibility.
• Strong customer service, communication, and leadership skills.
• Strong independent problem-solving skills and the ability to make sound decisions when working alone.
• Ability to lift up to 50 lbs and work on your feet.
• Weekend availability.
• Must be able and willing to work 36+ hours a week.
• Must speak, read, and write fluent English.
• Willingness to learn, take initiative, and help others grow.
• Commitment to O'Toole's core values.

Responsibilities

• Greet every customer with politeness, enthusiasm, and genuine friendliness.
• Actively look for ways to elevate the customer's experience.
• Demonstrate strong listening and communication skills and encourage others to do the same.
• Follow through on customer concerns by acknowledging, escalating, and resolving issues when needed.
• Know all register functions and jump in when needed.
• Accurately process all payment types and give correct change.
• Support opening and/or closing register procedures and ensure cash‑handling policies are followed.
• Know our processes and hardline products or know where to look when you don't.
• Stay aware of current sales, promotions, and seasonal focuses.
• Monitor plant health and communicate issues to management.
• Direct the stocking team to keep displays clean, full, and visually appealing.
• Ensure signs, pricing, and product displays are correct and attractive.
• Execute visual displays using provided signage and promotional materials.
• Merchandise hardline product aisles and end caps based on provided plans.
• Help ensure the entire team is aware of promotions.
• Work across all departments — plants, hard goods, cashier, receiving, and more.
• Communicate candidly, kindly, and professionally with team members and leaders.
• Prioritize company goals and help the store function smoothly.
• Lead by example and help maintain a productive, positive work environment.
• Ensure the store opens and closes on time.
• Act as the Manager on Duty when the Store Manager or Assistant Manager is away.
• Assist with general store maintenance inside and outside.
• Help coach associates on proper operational procedures.
• Must be willing to learn to operate a forklift.
• Take on special assignments from management.
• Attend staff meetings and team trainings.
• Support all health and safety practices.
• Uphold O'Toole's policies, procedures, and core values.

Skills

Customer service

Leadership

Communication

Problem-solving

MS Office

English fluency

Lift 50 lbs

Weekend availability

36+ hours/week

Education

High school diploma or equivalent

A.A. or bachelor's degree

Tools

Microsoft Office

Job description

O'Toole's Garden Centers is seeking a Customer Experience Lead to guide a team of plant enthusiasts, keep the store running smoothly, and brighten every customer's day. You will handle customer service, merchandising, coaching, and store operations on a full-time schedule in Lakewood/ Westminster, CO.

You'll lead on the sales floor, maintain store standards, process payments, and coach staff to deliver outstanding service, while supporting health and safety and adhering to company values.