Customer Experience Lead

Theory Wellness is the first employee-owned cannabis company in Massachusetts and the largest in the country. Announced on December 20th, 2023, this historic milestone honors the hard work and dedication of our team, preserving and rewarding those who have built our operations and upheld our values. This change in ownership reflects our commitment to empowering our employees and ensuring the future success of our company.

Summary

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 behaviors
• 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

Full-time Employee Benefits:

• Health / Dental / Vision / Life
• Pet Insurance / Legal Plan / EAP
• 401k with match
• Paid time off
• Employee discounts
• $200 Monthly Allotment

Requirements

• Minimum of two to three (2–3) years of retail leadership or customer experience-focused experience in a high-volume environment
• 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.

Pay: $18.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Application Question(s):

• Are you at least 21 years of age? (Must be 21 to apply)

Experience:

• Retail Leadership: 2 years (Required)

Work Location: In person

Salary : $19