Sales & Customer Operations Manager

Embarc, LLC.; California; On-site; USD 90,000 - 130,000; Full time

Job summary

embarc is seeking a Sales and Customer Operations Manager to oversee front-end customer-facing operations, drive sales, and implement training across California stores. The role requires a strategic leader who can optimize workflows, elevate the customer experience, and align store performance with company values.

You will mentor staff, design comprehensive training programs, monitor feedback, and collaborate with Marketing, Supply Chain, and Finance to develop sales plans, analyze data, and

Qualifications

• Bachelor's degree or 5 years' experience in retail store operations.
• Proven experience in retail management, with a focus on customer-facing operations.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency with retail management software and data analytics tools.
• Ability to develop strategic plans and translate them into actionable objectives.

Responsibilities

• Lead and manage front-of-house initiatives to deliver exceptional service.
• Develop strategies to enhance customer engagement and satisfaction.
• Monitor customer feedback and drive service improvements.
• Collaborate with marketing and supply chain on sales strategies.
• Lead weekly Sales and Marketing meetings.
• Design and implement training programs for retail staff.
• Develop SOPs for front-of-house operations.
• Oversee inventory management, merchandising, and visual standards.
• Coordinate with district managers and leadership on projects.

Skills

Retail management

Customer-facing ops

Leadership

Communication

Analytics tools

Education

Bachelor's degree in Business Administration, Retail Management, a related field

Tools

POS systems

Job description

embarc is where community, craft, and culture come together. We take pride in the diversity of California cannabis and our communities. We never compromise on quality and always provide products at the fairest prices possible. embarc cannabis dispensary is a go-to source for curated products from premium cultivators throughout California.

The Sales and Customer Operations Manager is responsible for overseeing front-end customer-facing operations, driving sales, implementing effective training programs, and ensuring efficient retail operational support. This role requires a strategic leader with excellent interpersonal skills, a deep understanding of retail dynamics, and the ability to enhance customer experiences while optimizing sales performance and company culture.

The position reports to the Head of Stores and Retail Operations.

Key Responsibilities include:

Front-End Customer-Facing Operations:

• Lead and manage our front of house company initiatives to deliver exceptional service experiences and employee engagement.
• Develop and implement strategies to enhance customer engagement and satisfaction.
• Monitor and analyze customer feedback to drive continuous improvement in service delivery.
• Collaborate with marketing and supply chain teams to develop sales strategies that align with business goals.
• Collaborate with Finance and company Leadership on sales targets and monitor performance to ensure targets are met or exceeded.
• Analyze sales data to identify trends and opportunities for growth.
• Create sales plans that align with embarc's mission and values, focusing on enhancing the customer experience and promoting brand loyalty.
• Lead weekly Sales and Marketing meetings.

Training and Development:

• Design and implement comprehensive training programs for retail staff to improve product knowledge and sales techniques.
• Mentor and coach team members, fostering a culture of continuous learning and development.
• Evaluate training effectiveness and modify programs as needed to maximize impact.
• Develop, document, and implement SOPs for front-of-house operations to standardize service delivery and operational practices.
• Train staff on the SOPs and ensure compliance across all locations.
• Regularly review and update SOPs to reflect changes in business processes and industry best practices.

Retail Operational Support:

• Ensure efficient store operations, including inventory management, merchandising, and visual standards.
• Develop and enforce operational policies and procedures to improve efficiency and consistency.
• Coordinate with supply chain and logistics teams to optimize stock levels, delivery schedules and recommendations on product assortment to optimize sales.
• Assist in the planning and execution of new store openings, ensuring timely completion of all Front of House operational tasks, including store set up, new employees training.

Support In-Store and Community Events:

• Plan and execute in-store events to enhance customer engagement and promote products/services.
• Collaborate with community partners to organize outreach events that align with embarc's mission and values, fostering local community relationships.
• Manage the logistics and marketing efforts associated with events to ensure successful execution and participation.
• Participate and/or collaborate with Pursuits teams on support needed for special city/state meetings if needed.

Leadership and Collaboration:

• Lead by example, promoting a positive and inclusive work environment.
• Collaborate with cross-functional teams to support overall business objectives.
• Communicate effectively with stakeholders at all levels to ensure alignment and transparency.
• Work closely with District Managers, Retail Operations Manager and other stakeholders on assigned projects and tasks to ensure alignment with overall business objectives.
• Provide insights and recommendations from the front-end operations perspective to support strategic initiatives.
• Participate in regular meetings to discuss performance metrics, operational challenges, and project updates.

Additional Duties:

• Perform other duties as assigned by direct supervisor to support the overall success of the retail operations department.

Qualifications:

• Bachelor's degree in Business Administration, Retail Management, a related field or 5 years' experience in retail store operations.
• Proven experience in retail management, with a focus on customer-facing operations.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency with retail management software and data analytics tools.
• Ability to develop strategic plans and translate them into actionable objectives.

Working Conditions:

• Must be willing to work flexible hours, including weekends and holidays, as needed.
• Ability to travel to various store locations for oversight and support.
• This position offers the opportunity to significantly impact customer satisfaction and sales growth through the strategic management of retail operations while aligning with embarc's mission and values, fostering relationships within the community, collaborating effectively with district and operational leadership, and completing additional responsibilities as needed.

We offer a competitive salary and benefits package and professional growth and development options.