Retail Shift Lead ($19 per hour + tip pool)

SUMMARY:

The Retail Shift Lead is responsible for supporting the day-to-day operations of the retail dispensary during assigned shifts. This role serves as the primary point of contact for budtenders and customers, ensuring a smooth, compliant, and customer-focused experience. The Shift Lead oversees front-of-house operations, provides hands-on support to retail staff, and ensures all policies, procedures, and compliance requirements are followed. The position requires strong communication, organizational, and customer service skills. The Shift Lead models professionalism, fosters teamwork, and upholds company standards for operational excellence, compliance, and service delivery.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES (this list is not all inclusive)

• Serves as the on-duty point of contact for budtenders and customers, assisting with questions, concerns, and issue resolution.

• Oversees POS operations and ensure accuracy in all transactions, returns, discounts, and exchanges.

• Maintains accurate cash-handling procedures, verify till counts, and report variances to store management.

• Distribute and document tip-pool allocations in accordance with company policy.

• Ensures all opening and closing procedures are completed accurately and that the store is secure at the start and end of each shift.

• Maintains accurate product labeling, uniform merchandising displays, and a clean, compliant sales floor.

• Supports inventory control by reporting product discrepancies, managing returns, and ensuring timely communication with the Inventory Controller.

• Assists with promotional and marketing activities, ensuring specials and events are accurately reflected across displays and technology platforms.

• Upholds store ambiance and cleanliness standards at all times.

• Trains and mentors new employees, reinforcing company policies, customer service standards, and operational procedures.

• Monitors employee performance during shifts, ensuring team members are engaged, compliant, and productive.

• Handles escalated customer issues with professionalism and resolve them within company guidelines.

• Maintains knowledge of current promotions, product information, and store performance goals.

• Reports personnel issues, operational concerns, or incidents promptly to management.

• Delivers an exceptional and compliant customer experience by providing timely, courteous, and professional service during every customer interaction, ensuring customers feel valued, respected, and well-informed.

• Executes ad hoc projects as assigned by direct supervisor.

CORE COMPETENCIES

• Demonstrates a commitment to delivering an exceptional, compliant, and positive customer experience.

• Provides direction and guidance to team members while fostering collaboration and accountability.

• Understands and applies all state and local cannabis retail regulations.

• Ensures accuracy and consistency in transactions, product management, and store procedures.

• Clearly conveys information and expectations to team members and customers.

• Addresses issues calmly, using sound judgment to resolve challenges efficiently.

• Performs effectively in a fast-paced, evolving retail environment with shifting priorities.

• Works cooperatively across functions and departments to achieve shared goals.

• Upholds ethical standards, accuracy, and professionalism in all interactions.

• Thrives in a fast-paced, dynamic retail environment while maintaining composure and professionalism.

• Demonstrates the ability to be flexible and work effectively across various sectors of the department as needed or requested by supervisor. Including the capacity to support other departments, ensuring seamless collaboration and responsiveness to organizational needs. 

PHYSICAL REQUIREMENTS

• Constantly: Walking, standing, grasping/gripping, bending/stooping/squatting, finger dexterity, POS input, coordination of hand and eye. 

• Frequently: Standing for long periods of time, climbing stairs, and twisting. 

• Frequently: Face contact with customers and staff.

• Occasionally: Reaching above shoulder height, lifting 50 lbs., ability to do push/pull motions. 

• Constantly: Use visual display terminals (e.g., computers, tablets) for extended periods of time.

• Frequently: Ability to work weekends, holidays, nights, and retail events. 

EDUCATION AND EXPERIENCE REQUIRED

• High school diploma or GED 

• Prior retail or customer service experience (1-3 years) 

• Knowledgeable in Microsoft Word, with advanced knowledge in Excel 

• Must be 21+ years old and pass a criminal background check requirement