Cannabis Assistant General Manager Customer Experience Jobs

Position: AssistantGeneral Manager- Customer Experience

Department: Retail

Regular Full Time: Non-Exempt

Reports to: General Manager

WHO WE ARE

We believe in the power of cannabis to cultivate health and happiness and to help people lead healthier, richer lives in our communities. We’ve seen how cannabis has helped our own families and friends fight an illness, manage anxiety, and bring new types of creativity into their lives. It’s the reason we founded Solful as a different kind of cannabis retail experience. We’re on a mission to not only educate our guests but to learn from them as well. We want to dispel old stereotypes about cannabis and replace them with objective information and learned understanding about how cannabis can improve lives. We want to lead a movement that brings cannabis into the mainstream conversation about the health of our bodies, spirits, and our ever-evolving culture. We’ve started in Northern California and have ambitions to influence conversations and experiences around cannabis nationally.

THE SOLFUL STANDARD

The Solful team has committed ourselves to understanding the processes and practices that go into bringing cannabis to people—and what makes some products stand out from the rest. The Solful Standard describes the care, consideration, and rigor we put into finding the highest quality, most effective, and consistently amazing products for you. And it’s the basis for creating a one-of-a-kind experience for the people we serve.

POSITION SUMMARY

The Assistant General Manager of Customer Experience is the leader of all front of house operations and is directly responsible delivering an exceptional customer and team member experience by demonstrating a strong commitment to Solful’s Standard, Mission and Values.

WHO YOU ARE

We’re believers in the positive power of cannabis and we need team members who share in this belief. Whether working with seasoned cannabis users or curious newbies, our team members are responsible for offering expertise and perspective on the ways cannabis products can help restore balance in the human body. Our team acts as both listeners and educators who are skilled at sharing their knowledge with our customers in relevant and approachable ways. They bring positivity, perspective, and compassion to every interaction with Solful customers.

You have a passion for making a positive impact in people’s lives

• Deliver an exceptional brand experience for our customer by understanding and solving their needs while creating ways to positively impact their lives
• Create an exceptional team environment and culture that aligns with our company goals and objectives
• Create an environment that cultivates a healthy, happy, and meaningful workplace culture that’s supports and celebrates diversity
• Take ownership in empowering team members to achieve their career objectives through positive performance management that is focused on training, coaching, and developing

You have deep knowledge of retail systems, procedures, and overall store operations

• Have an expert understanding of retail POS systems, inventory management, internal communication, and cannabis-specific operational requirements/systems within the state of California. An understanding of METRC and Cannabis related compliance a plus but a not requirement
• A deep understanding of how to create and run an operational retail store environment where multiple facets of the business are running seamlessly together to maximize productivity and efficiency
• Know how to control expenses to maximize store efficiency and profitability

You understand that structure and compliance are critical to success

• Collaborate with the Operations team to implement retail and compliance SOPs
• Have a relentless approach to ensure all cannabis compliance guidelines are followed across all aspects of the business
• Able to implement OSHA, Security and Safety guidelines to ensure we are creating a healthy and safe working environment for our customers and team members

AGM- CUSTOMER EXPERIENCE RESPONSIBILITIES

• Deliver an exceptional brand experience for our customer by understanding and solving their needs while creating ways to positively impact their lives
• Create an exceptional team environment and culture that aligns with our company objectives and values
• Responsible for growing sales revenue through the execution of Solful’s customer experience culture
• Monitor Sales and all KPIs by analyzing company statistical reports and by monitoring the team’s customer experience interactions
• Directly supervises all store day to day front of house operations including customer entrance, sales floor, dispatch/delivery, and POS
• Implement and maintain all Standard Operating Procedures
• Assist the General Manager in providing feedback on SOPs being developed
• Ensure that the Floor Supervisor team embodies Solful’s “Leadership Traits”
• Establish effective and positive communication amongst all team members and facilitates communications from the team to the General Manager
• Assist GM in leadership meetings - preparation, participation, and action items related to regular meetings
• Assist GM in interviewing for top talent that positively contributes to the customer experience by utilizing tools and practices that align with Solful’s objectives and values
• Reinforce the ongoing customer experience, operational, and product knowledge training in conjunction with Solful’s Learning and Development Manager to support team member growth and development
• Executes ongoing performance management and assists GM in annual performance reviews of direct reports
• Partners with the Assistant GM of Inventory Control to ensure a well organized and fully stocked sales floor
• Participates in Loss Prevention and monitors for Internal, External, and Paperwork shrink
• Participates in weekly cycle counts to ensure inventory accuracy and adhere to all cannabis regulated compliance
• Maintain all cannabis compliance guidelines and SOPs
• Ensures compliance on all SOPs in regards to cash handling, keeps flawless records, and ensures timely pickups in conjunction with Armored Services
• Oversees security protocols and instore radio communication
• Completes daily schedules that support the needs of the business while adhering to all break, meals, and overtime guidelines
• Store Expense Management - manages store expenses in line with store level budgets
• Collect team feedback for Supplies for all aspects of the business, including necessary work materials, equipment, cash and change, and team member food/beverages
• Communicates facilities needs to General Manager in a timely manner
• Participates in executing and driving in store events
• Execution of store visual guidelines including floor planograms and promotional/event set up
• Oversees the POS and ensures that all cashiers are adhering to Solful’s cash handling procedures
• Reports team member accidents to the GM and assists in documentation
• Promotes and practices safe work habits, reporting potential safety hazards, operational inconsistencies and team member incidents reported to the General Manager

Physical Requirements

• May have to lift up to 40 lbs.
• Ability to move about a retail store for long periods of time during a workday
• Possible significant manual dexterity at times for keying in data

Expected Work Hours

• Required to work evenings, weekends, and holidays
• May be required to work more than 8 hours in a day
• May be required to work more than 40 hours in a week

Travel

• May be required to travel at least 10% of the time

Required Experience

• A minimum of 2 years of leadership experience in a retail store environment
• POS System Experience
• Customer Service Experience
• Must be at least 21 years of age

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Weekend availability

Work Location: One location

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Summary

The assistant general manager – customer experience provides leadership that optimizes sales results with specific ownership for the customer experience on the sales floor. They drive results by developing and executing short term action plans and long-term strategies. In addition, they lead brand initiatives to create an excellent team member and customer experience, while meeting and exceeding company productivity standards and managing controllables. This role must have the drive to help people and solid knowledge of Cannabis as well as other products available. Ensures compliance with all company policies and procedures, as well as local and state laws, regulations and ordinances.

About The Source+

The Source+, a cannabis leader in Nevada with four dispensaries, two cultivation locations, and a state-of-the-art production and distribution facility in Nevada plus operations in Massachusetts.

The Source+ was recognized in Las Vegas Weekly Reader's Choice Award for “Best Dispensary in 2021” & voted one of the “Best Cannabis Companies to work for” by Cannabis Business Times in 2022.

Responsibilities:

Delivers a best-in-class, captivating, branded customer experience that builds loyalty and enables consistent sales and profit growth:

• Fosters a customer-centric culture, where the full energy and activity of the store team are focused on delivering highly satisfying customer experiences
• Serves on Sales Leadership Team and is responsible for total store results
• Owns the customer experience throughout the total store
• Maximizes sales potential by spending majority of scheduled time on the sales floor
• Demonstrates excellent session lead (SL) behaviors
  
  • $15-30M: 80% of time on salesfloor
• Owns Best At categories with a focus on current selling strategies
• Supports, models and enhances all selling and sales support behaviors to ensure a seamless customer experience
• Analyzes customer experience reports and insights and mobilizes the team accordingly
• Promotes ownership and accountability for category management (e.g. Flower, Edibles)
• Understands, adheres, and reinforces brand standards
• Drives customer loyalty through current brand strategies, including email and customer relationship marketing
• Gains business insight and creates SMART action plans that improve execution and results
• Ensures compelling visual merchandising strategies and presentation standards are achieved and maintained
• Leads and delegates, as appropriate, the execution of all company initiatives
• Plans for and facilitates consistent communication to all positions
• Accountable for payroll budget, target wage rate and other controllable expenses
• Sets the overall pace for creating a captivating in-store environment
• Conducts SL and team member observations and provides feedback and coaching
• Manages and resolves customer relations issues
• Develops and maintains relationships with cross-brand partners
• Accountable for all activities related to providing a safe working environment
• Creates an awareness of and builds capabilities in asset protection by fostering a culture of honesty and connecting the links between customer service, team member engagement and shrink

Builds a high-performance team:

• Attracts, recruits and hires highly qualified team members to support the functions sales advisors and cashwrap for the total customer experience
• Owns talent management lifecycle of direct reports including onboarding, assessment, retention, career development, succession planning and recognition
• Coaches direct reports to leverage the talent lifecycle with team
• Ensures quality onboarding of team members in partnership with department managers and Talent AGM
• Ensures front of house team members are cross-trained in cashwrap, reception, and sales advisor processes
• Ensures high quality execution and facilitation of sales education materials and selling strategies
• Builds team member connectivity and manages team member relations of direct reports and other team members
• Partners with general manager to establish clear performance goals and objectives
• Communicates effectively with multi-unit manager, Sales Leadership Team, team members and peers, including cascading relevant information to direct reports
• Communicate and embody the company vision and values

Takes responsibility for the following metrics:

• Overall customer satisfaction (+Loyalty)
• Best At – Flower % to plan
• Conversion
• Retention

Work Environment:

Dispensary

Physical Demands

• Must be able to lift 50lbs occasionally, as well as, able to carry, bend, stand, lift, and push/pull as needed

Position Type/Expected Hours of Work

• Schedule flexibility to include evenings and weekends

Travel

• None

Required Qualifications

• Demonstrates ability to improve customer satisfaction and drive customer loyalty
• Proven ability to effectively delegate, follow up and communicate with all levels of the organization
• Demonstrates ability to manage complex and competing priorities with time management and organizational skills
• Demonstrates ability to assess talent, coach, develop and manage performance
• Demonstrates business acumen with strong strategic and analytical skills
• Previous high-volume management experience preferred for $15-30M
• Associates Degree or equivalent job experience (Bachelor's degree preferred)
• 3+ years as individual contributor in a retail environment
• Minimum of 1-year experience in lead role
• Experience as an Assistant General manager in retail management
• Knowledge and understanding of the medicine, specifically, must have the knowledge of various strains, genetics, THC content, and all relevant terminology
• Must be 21 or over
• Must possess current state cannabis worker license or permit (if applicable)
• Must have own vehicle, full insurance, and a clean driving record

Preferred Qualifications

• Cannabis retail management experience preferred.

Work Authorization/Security Clearance

There is no visa or H1-B sponsorship. Candidates must successfully complete a criminal record screening or FBI Fingerprints requirements.

Successful completion of a thorough personal reference check and background check from the Nevada Department of Taxation. Note that any applicant with a violent felony or drug-related offense (Conclusion of sentence, probation, and/or incarceration within the past 10 years) is not eligible to become obtain a dispensary agent.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

AAP/EEO Statement

The Source is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

Apply for this job with The Source+ Holding

Apply now →

By clicking the "Apply now" button, you'll be leaving Fazow and going to an external job application page for this company. Please research all companies before applying. When applying for jobs, you should NOT have to pay to apply. Fazow accepts no liability or responsibility as a consequence of any reliance upon information on external sites or in jobs listed on fazow.com.