Jr. Operations Customer Experience Lead - Winnipeg, Canada - The Joint Cannabis

The Joint Cannabis
The Joint Cannabis
Verified Company
Winnipeg, Canada

4 weeks ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Full time
Description

The Joint Cannabis is looking for someone to support and assist our team members, through oversight on our customers' experience and satisfaction The Joint Cannabis is a leading Cannabis Retailer, operating 15+ locations across the prairies, with continued growth and expansion planned for the foreseeable future.

If you are someone who wants to make an impact, and enjoys connecting with people, this is the opportunity for you

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.


Duties & Responsibilities:


  • 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
  • Address team questions and concerns and provide direction whenever needed.
  • Assist/engage in employee recruitment, onboarding, promotion, retention and termination activities
  • 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 ongoing 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
  • Work with the Inventory Team to ensure our product selection is satisfactory for customers
  • Document all activities within the retail locations and be able to confidently report data to Senior Management for use in making important decisions for the organization
  • 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
  • Modify and adapt processes to accommodate for growth proactively
  • 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 product knowledge, merchandising, organization, stock levels, and log sheets utilized for record keeping
  • Employee development & training plans including reviews, safety policies and procedures


This position will be stationed primarily within the retail locations to ensure there is sufficient hands-on oversight and support for the teams below.

Expect to spend up to 75% of time in-store
- _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_


Skills / Qualifications:


  • Prior leadership or management experience in a retail environment is a must
  • Prior experience with Microsoft Word or Google Drive system is an asset
  • Ability to delegate and take ownership
  • Ability to lead a team, both in person and remotely
  • Ability to adapt is a must within an ever changing and evolving industry
  • Strong empathy and listening skills
  • Exceptional problem solving skills
  • Excellent interpersonal and customer service skills
  • Strong time management and prioritizing skills
  • Prior merchandising experience is an asset

Requirements:


  • Must be 19+
  • Must be able to obtain and maintain
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