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About the Role

The Retail Experience Lead is responsible for opening and closing duties, overseeing daily operations, and supervising staff during an assigned shift. This role maintains store appearance and product presentation to company standards and acts as a knowledge resource for team members.

Responsibilities

• Oversee daily operations and supervise staff during an assigned shift.
• Maintain store appearance and product presentation to company standards.
• Act as a knowledge resource for team members.
• Supervise staff, assist cashiers, and deliver high customer service.
• Manage cash, perform administrative duties, and set alarms.
• Keep the front of house clean and organized.
• Act as a steward of compliance and education, leading by example.
• Provide education and reinforce company standards.
• Escalate employee issues and customer complaints/inquiries to store managers.
• Open and close retail store, including activating and deactivating alarms.
• Greet and assist customers in a manner that models exemplary conduct.
• 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 and exceeding customer expectations.
• Maintain a full understanding and reinforce departmental policies, procedures, and regulations.
• Ensure all customer complaints are addressed and handled professionally.
• Assist with the implementation of sales strategies and motivate the sales team.
• Communicate changes in policy, procedures, products, services, promotions, or other alterations affecting the customer.
• 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.

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.
• Clear criminal record.

Skills

• Customer service
• Troubleshooting
• Communication
• Security alarm systems
• Sales software
• Data entry
• Data editing
• Typing
• Conflict resolution
• Negotiation
• Objection handling
• Organizational skills
• Time management
• Cash management

Location

• Toronto

Work Type

• Full-time

Experience Level

• 2 years of experience in the retail industry
• Experience in all aspects of customer service

Education Level

• High school diploma or GED required
• Provincial Cannabis Certification

Benefits

• Opportunity to work with a best-in-class team
• Internal advancement opportunities
• Wellness program including access to mental health resources
• Access to internal learning & development programs
• Team member discount
• Access to perks like Perkopolis, Goodlife and many more

About the Company

• 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 20 + 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.

Equal Opportunity

• 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.