The Lead Customer Experience Representative helps support the day-to-day operations of the dispensary with the Assistant General Manager and General Manager, while supporting all strategies and tasks related to the facility, accounting, sales, marketing, and public relations. The Lead Customer Experience Representative will report to the General Manager and provide leadership and coaching to all core functions of the dispensary, including security, sales, guest services, and inventory, while also helping to provide a world-class experience for every guest of the dispensary. The Lead Customer Experience Representative will help the Assistant and General Manager ensure the dispensary’s compliance with all rules and regulations of the Ohio Medical Marijuana Control Program, inventory, e-commerce, point of sale and public relations. The successful candidate will possess strong personal drive, self-direction, and a passion for helping others and serving patients.

Essential Duties and Responsibilities:

• Assist with hiring, developing, and coaching of all dispensary positions along with developing and executing SOPs, training, and on-boarding programs;
• Assist with execution of dispensary/company strategy and operations;
• Review store environments and key performance indicators to identify problems, concerns, and opportunities for improvement;
• Help lead the dispensary team, support performance evaluations with active feedback and assist with personnel matters;
• Maintain records for all necessary documents: delivery and inventory manifests, nightly and monthly inventory counts, necessary employee and patient/customer information, logbooks, inventory adjustments, and destruction reports;
• Facilitate communication of daily tasks to team members;
• Ensure all required state and company sanctioned reports and audits are executed on time;
• Serve as a brand representative and participate in community/industry events, as needed;
• Provide superior customer service for vendors, patients and caregivers;
• Respond to any patient/customer complaint, request, concern, suggestion, when required;
• Ensure a world-class experience for patients and caregivers in accordance with company mission, vision, and values;
• Ensure that all dispensary operations including admissions, consultations, dispensing, cash management, inventory management, auditing, outreach, marketing and ordering are operating effectively, compliantly, and efficiently;
• Create a customer-focused, service-oriented environment;
• Maintain a presence on the sales floor and effectively coach and support dispensary team members to ensure that operational priorities, processes and procedures are communicated, understood and executed;
• Maintain all technology platforms and ensure that product descriptions and inventory amounts are accurate;
• Recommend product lines by identifying new product and product packaging opportunities, utilizing patient feedback and online reviews;
• Other tasks as assigned by the Assistant General Manager and General Manager.

Relevant Knowledge, Skills, and Abilities:

• Recent and relevant retail and/or hospitality experience in a high-growth, fast-paced environment
• Experience operating in a state-regulated marijuana program
• Experience with coaching, training, and talent development
• Experience monitoring company and individual performance through KPIs and other metrics;
• Demonstrated passion for serving the medical marijuana patient community
• Proficient in MS Office and MS Excel
• Demonstrated ability to learn and apply technical and product-related information in a professional consultative manner
• Strong business acumen including data management, attention to detail, and excellent communication and interpersonal skills
• Must maintain a high level of integrity, personal motivation, and be compliance-driven
• Ability to work after-hours and travel, as needed
• Must be 21 years of age or older
• Ability to pass a background check

Physical Requirements:

• Long periods of prolonged sitting and standing;
• Long periods of prolonged use of office equipment including computers and phones;
• Requires normal range of hearing and manual dexterity sufficient to operate a computer;
• May require lifting up to 25 pounds occasionally.

Work Environment:

• Similar to a busy retail store
• Constant interaction with internal and external stakeholders

Firelands Scientific and The Landing Dispensaries is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.