Front of House Operations Manager
2 weeks ago
The Front of House Supervisor is a key role within PharmaCann, responsible for overseeing the daily operations of our retail stores. This position requires a strong leader who can drive customer experience standards, lead a world-class customer service program, and work closely with managers to exceed sales volume and KPI goals.
Key Responsibilities- Develop and implement customer experience strategies to drive repeat business and customer loyalty
- Lead a team of customer service representatives to ensure exceptional customer service and high sales volume
- Work closely with managers to achieve sales volume and KPI goals, and to ensure adequate staffing and payroll goals are met
- Comply and audit cash procedures to ensure accurate deposits and daily cash reconciliation
- Directly supervise the check-in/camera assigned team to ensure safety and upkeep of the dispensary
- Uphold company standards for merchandise presentation and ensure menu availability is current
- Deliver results and strategic direction by ensuring day-to-day operations run smoothly through the store team
- Communicate and collaborate with managers and supervisors to achieve organizational goals
- Support the implementation of operational policies, standards, and procedures for retail staff
- Ensure staff have a thorough understanding of corporate processes, SOPs, and provide education in areas that need to be addressed
- Train employees in customer experience and hospitality standards using customer loyalty, customer satisfaction surveys, and key KPIs
- Maintain a training calendar and ensure associate onboarding and new hire training is complete
- Ensure continuous training and development with team members through training curriculums that result in consistency across all stores
- Lead by example and coach team members on performance, and partner with managers regarding employee poor performance and violation of company and compliance policies
- Minimum 21 years of age (or per state regulations)
- Bachelor's Degree in business, operations management, or a related field is preferred
- Store leadership experience preferred
- Minimum 2 years' experience in a customer service related field
- Skilled in Google and/or Microsoft Office Suite
- Knowledge of retail technology platforms and systems
- Business Acumen
- Ability to communicate proficiently both verbally and in written format
- Excellent Time Management
- Detail Oriented
- Sense of Urgency
- Consulting Skills
- Global and Cultural Awareness
- Conduct all interactions with a high ethical standard
- Proven ability leading teams
- Relationship Management
- Performance Management
- Personal Effectiveness/Credibility
- Valid Driver's License and ability to successfully pass a Motor Vehicle background check (where applicable)
- Pass a comprehensive background check that includes a criminal history, and obtain and maintain state agent requirements
- Able to use a computer for extended periods of time
- Able to move about a typical office, manufacturing, warehouse, or retail environment
- Able to perform general office managerial and administrative activities
- Able to lift and move up to 25 pounds occasionally
- Hours may exceed 40 hours per week
- Flexibility to support other retail locations within 25 mile radius
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