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.

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.