Jr Operations Customer Experience Lead - Regina, Canada - The Joint Cannabis

The Joint Cannabis

Verified Company

Regina, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The Joint currently operates 7 locations in Saskatchewan:

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926 Victoria Ave, Regina:

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196 Massey Rd, Regina:

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420 Centre St, Assiniboia:

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Baltzan Blvd, Saskatoon:

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622 Circle Dr E, Saskatoon:

1216 Idylwyld Dr N, Saskatoon:

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Meadows Pkway, Saskatoon
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 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
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: