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 andproduct presentation to company standards andacts as a knowledgeresource forteam members. Duties include but are not limited to supervising staff, assistingcashiers, delivering consistentlyhigh customer service level, cash management, administrative duties, setting alarms, and keeping the front of house cleanand organized.

All Retail Experience Leads areexpected to be stewards of compliance and education leading by example, providing education, and reinforcing company standards. The Retail Experience Lead isalso responsible for escalating all employeeissues and customer complaints/inquiries tostore managers forresolution.

Core Competencies andRequirements

• Strong knowledge of retail sales principles, methods, practices, and techniques.
• Strong work ethic and positive team attitude.
• Ability to guide, educate andmotivate 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 organizationaland time managementskills.
• Experience with cash management.

Job Duties

• Open and Close retail store, includingactivating and deactivating alarms.
• Greet and assistcustomers in a manner that models exemplary conduct to other staff.
• Provide a high levelof customer service; build quality relationships with customers, suggest new products, provide product knowledge,and remind them of upcoming sales.
• Assistwith team member onboarding, training,and continuous education.
• Build team commitment to high standardsof service, exceeding Customer expectations and leading by example.
• Maintain a full understanding and reinforceanddepartmental policies, procedures,and regulations.
• Ensureall customer complaints are addressed and handled professionally.
• Assistwith theimplementation ofsales strategies andmotivate sales teamto achieve goals/targets.
• Communicate changes in policy, procedures, products, services, promotions, or any other alterations that affect the customer.
• Where necessary, identifyand 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 requiredto use desktop computer and peripherals.
• Ability to stand for long periodsof time.
• Ability to lift 25pounds.
• 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.

• This application may be evaluated using AI technology as part of our process. Final hiring decisions are made by people. Thank you for your interest and application, only those selected for next steps will be contacted. *