The Customer Experience Lead is responsible for owning the day-to-day guest experience, sales floor execution, and service standards within the store while supporting overall store performance. This role serves as Manager on Duty (MOD) during assigned shifts, leading the team, making real-time decisions, and ensuring a consistent, welcoming, and compliant BUD Experience. The Customer Experience Lead reinforces Theory values, drives customer engagement, and supports teammate development to elevate service, conversion, and loyalty aligned with the Strains of Success.
Key Responsibilities:
Customer Experience & Sales Floor Excellence
- Own the execution of customer experience standards to ensure every guest receives knowledgeable, engaging, and consistent service
- Lead the sales floor during assigned shifts, supporting teammate success at point of sale and throughout the customer journey
- Assess customer engagement in real time and coach teammates to improve connection, education, and confidence with guests
- Ensure each guest and teammate is provided the highest level of service in alignment with Theory values
- Audit in-store marketing presentation and menu health to ensure accuracy, clarity, and brand standards are met
- Review Google reviews and other customer feedback channels to identify trends, opportunities, and areas for improvement
- Partner with store leadership to address customer feedback, concerns, and service recovery opportunities
Sales & Operational Support
- Serve as Manager on Duty (MOD) during assigned shifts, leading the team and making real-time operational decisions
- Open and/or close the store, including cash handling, financial and inventory reporting, and updating the daily manager log
- Execute daily planner priorities and intake tasking to ensure teammates are aligned and productive
- Oversee point-of-sale operations to ensure smooth, efficient, and compliant transactions
- Support KPI execution by reinforcing selling behaviors, service standards, and operational routines on the floor
Team Leadership & Development
- Lead by example by consistently modeling Theory Wellness values and service expectations
- Support recruitment, onboarding, training, coaching, and development of store teammates
- Provide real-time feedback and coaching to reinforce performance expectations and customer-first behavior
- Foster a positive, engaged team environment that encourages accountability and growth
- Partner with store leadership to identify development opportunities and support bench strength
Community Engagement & Brand Support
- Support grassroots marketing efforts and community engagement initiatives as directed by store leadership
- Represent the brand positively in the community and reinforce brand standards in-store
Compliance & Standards
- Ensure all customer interactions and sales floor activities are conducted in full compliance with state regulations and company policies
- Reinforce safety, compliance, and service standards with teammates during assigned shifts
Other Duties
- Perform additional responsibilities as assigned in a fast-paced, evolving retail and regulatory environment
Requirements
- Minimum of two to three (2–3) years of retail leadership or customer experience-focused experience in a high-volume environment
- Available to work a variable weekly schedule, to include weekends, evening, and holidays
- Demonstrated ability to lead teams on the sales floor and operate as Manager on Duty
- Strong passion for customer experience, selling, and team engagement
- Experience with POS systems and general retail technology
- Ability to coach teammates, influence behavior, and drive service consistency
- Strong communication skills and emotional intelligence
- Ability to multitask, prioritize, and make sound decisions in a fast-paced environment
- High energy, professionalism, and accountability aligned with Theory values
- Must be at least 21 years of age and compliant with all state-mandated employment requirements
- Must have no drug-related felony convictions and be able to pass a comprehensive background check
Theory Wellness Inc. is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, or any other factor prohibited by law.
