Front of House Operations Manager

2 weeks ago


Commerce City, Colorado, United States PharmaCann Full time
Job Summary

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
Requirements
  • 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
Working Conditions
  • 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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