Jr Operations Customer Experience Lead

6 months ago

Winnipeg, Canada The Joint Cannabis Full time

**The Joint currently operates 11 locations in Winnipeg**:

- 578 St Mary's Rd
- 2997 Pembina Hwy
- 3223 Portage Ave
- 1165 Henderson Hwy
- 218 Regent Ave West
- 607 Corydon Ave
- 3-915 Leila Ave
- 113-55 Sage Creek Blvd
- 5-1650 Kenaston Blvd
- 8-3900 Grant Ave
- 2-835 Keewatin St

As the Jr. Operations Lead with the focus on Customer Experience, you will have oversight on merchandising, sales and promotions, customer service, and overall aspects of the operations that affect customer satisfaction. Your main goal will be to continuously improve the customer experience by ensuring all merchandising and customer service objectives are being met, while suggesting new approaches and developing better resources for improving operations within your department.

**We are looking for dedicated team members to be responsible for the following (but not limited to)**:

- This position requires involvement in all operations across the organization, and will require both in person and remote leadership skills
- Be a Designated Responsible Person In Charge while on shift
- Act as a main point of contact while on shift for all teams
- Address team questions and concerns and provide direction whenever needed.
- Assist/engage in employee recruitment, onboarding, promotion, retention and termination activities
- Heavy oversight on positions in training
- Identify skill gaps and arrange training with team members.
- Handle customer questions, concerns & complaints, providing appropriate suggestions, solutions and alternatives
- Oversight on sales and offers, ensuring information is relayed accordingly, through merchandising, assets and conversation
- Auditing and upholding consistency across all locations within the organization, in both merchandising and display methods, as well as customer service expectations
- Build and maintain trusted relationships with our customers, suppliers and other stakeholders through on-going communications
- Identify customer needs and make recommendations to Senior Management to improve customer satisfaction and retention
- Ensure that merchandising and customer service standards comply with both provincial and federal regulations within the Recreational Cannabis Industry
- Audit and analyze the activities of the retail team to ensure their interactions with customers maintain industry compliance and reflect positively on the company
- Work with the Training Department to recommend and organize training programs for the retail teams in order to update their product knowledge and enhance their customer interaction skills
- Document all activities within the area’s locations and be able to confidently report data to Lead Management for use in making important decisions for the district
- Guide, mentor, and manage lower level management and team members
- Conduct performance evaluation of team members and provide feedback for improvements
- Upholding the team to all company standards, policies, and health and safety standards
- Uphold a work environment that is conducive to positivity and superior customer service
- Identify business challenges and suggest appropriate action plans.
- Uphold and enforce all compliance and regulatory requirements of the Cannabis industry as outlined within the Federal Cannabis Act and Provincial Cannabis Regulations
- Conduct audits on various aspects of operations, including merchandising, organization, stock levels, and log sheets utilised for record keeping - both inventory and personnel related logs
- Employee development & training plans including reviews, safety policies and procedures

This position will be stationed within the retail locations to ensure there is sufficient hands-on support and supervision for the teams below. You will be responsible for location opening and closing, and assisting customers when needed.
- _Act as a liaison between the Operations Team and the locations by spending time working in-store and interacting with customers, retail staff and management_
- _Expected to assist customers_
- _Hands on auditing on Customer Experience related areas within all local locations_
- _Remote auditing on Customer Experience related areas within all out of province locations_
- _Will be required to understand and perform both store front & back end processes, including both store opening and closing duties_

**Qualifications**:

- Prior merchandising experience is an asset
- Prior management experience in retail environment
- Prior experience using Point of Sale and Inventory Management system
- Prior experience with Microsoft Word or Google Drive system
- Ability to delegate and take ownership
- Ability to lead a team
- Ability to adapt is a must within an ever changing and evolving industry
- Excellent interpersonal and customer service skills
- Strong time management and prioritizing skills
- Must be 19+
- Must be able to obtain and maintain a valid Smart Choices Cannabis (Manitoba)
- Must be able to obtain and maintain a valid CannaSell (Sa

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