Retail Experience Lead

**About Us**:
Founded in 2020, FIKA’s origin is a lifestyle brand redefining cannabis retail including flagship locations in Toronto’s Union Station and Distillery District. The FIKA Company is the home of 10 + Canadian retail banners, with over 200+ stores across Ontario, Manitoba, Saskatchewan, Alberta, B.C., and Yukon. At FIKA we provide exceptional service in a variety of welcoming, intuitive, and diversified store environments, this has allowed The FIKA Company retail family to evolve into the destination for every type of cannabis consumer.
Job Overview
The Retail Experience Lead is responsible for opening and closing duties, overseeing daily operations, and supervising staff during an assigned shift.
The Retail Experience Lead maintains store appearance and product presentation to company standards and acts as a knowledge resource for team members. Duties include but are not limited to supervising staff, assisting cashiers, delivering a consistently high customer service level, cash management, administrative duties, setting alarms, and keeping the front of house clean and organized.
All Retail Experience Leads are expected to be stewards of compliance and education leading by example, providing education, and reinforcing company standards. The Retail Experience Lead is also responsible for escalating all employee issues and customer complaints/inquiries to store managers for resolution.
Core Competencies and Requirements
- Strong knowledge of retail sales principles, methods, practices, and techniques.
- Strong work ethic and positive team attitude.
- Ability to guide, educate and motivate employees.
- Strong customer service and troubleshooting skills.
- Strong communication skills (verbal & written).
- Familiarity with security alarm systems - enabling and disabling.
- Ability to learn and adapt to sales software quickly.
- Proven data entry, data editing and typing skills.
- Exceptional conflict resolution, negotiation, and objection handling skills.
- Able to respond quickly in a dynamic and changing environment.
- Excellent organizational and time management skills.
- Experience with cash management.

Job Duties
- Open and Close retail store, including activating and deactivating alarms.
- Greet and assist customers in a manner that models exemplary conduct to other staff.
- Provide a high level of customer service; build quality relationships with customers, suggest new products, provide product knowledge, and remind them of upcoming sales.
- Assist with team member onboarding, training, and continuous education.
- Build team commitment to high standards of service, exceeding Customer expectations and leading by example.
- Maintain a full understanding and reinforce and departmental policies, procedures, and regulations.
- Ensure all customer complaints are addressed and handled professionally.
- Assist with the implementation of sales strategies and motivate sales team to achieve goals/targets.
- Communicate changes in policy, procedures, products, services, promotions, or any other alterations that affect the customer.
- Where necessary, identify and suggest technology solutions to meet evolving customer needs.
- Escalate team member issues to direct manager.
- Act as a steward of education and compliance.

Education, Training & Experience
- 2 years of experience in the retail industry.
- High school diploma or GED required.
- Experience in all aspects of customer service.
- Clear criminal record.
- Provincial Cannabis Certification.

Working Conditions
- Manual dexterity required to use desktop computer and peripherals.
- Ability to stand for long periods of time.
- Ability to lift 25 pounds.
- Overtime as required.

The FIKA Company respects the diversity of the people it hires and serves. Inclusion to us means fostering a workplace in which individual differences are recognized, appreciated, respected, and responded to in ways that fully develop and utilize each person’s talents and strengths.