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Manager, Omni Channel Experience

3 months ago

Chicago, United States Green Thumb Industries Full time

The Role:

We are searching for a manager with a deep understanding of omni-channel operations to lead and elevate our Curbside, Delivery, and Drive-Thru initiatives at Rise. This pivotal role will drive the expansion of these programs, establish key performance indicators (KPIs), drive revenue growth, and ensure the seamless execution of projects. Collaboration with cross-functional teams, including IT, Retail Marketing, eCommerce, Customer Experience, and Retail Operations, is paramount in enhancing the customer and patient experience across all channels. This Manager of Omni Channel Experience role is a key driver of our mission to provide exceptional customer experiences through innovative, compliant, and scalable omni-channel operations. It requires strong leadership, project management, and industry expertise to navigate the evolving cannabis landscape successfully.

Responsibilities:

Project Planning - Develop comprehensive project plans that encompass deliverables, milestones, schedules, and resource allocation to ensure successful project execution.Data Analysis and Interpretation - Apply statistical methods and algorithms to analyze data and extract insights.Team Management - Oversee and collaborate with program support specialists to ensure projects are executed efficiently, within budget, and on schedule.Requirements Definition - Assist in defining project requirements and lifecycles to facilitate successful deployment.Risk Management - Identify program risks and proactively work with project teams to develop strategies for risk mitigation and contingency planning.Compliance and Governance - Establish team structure, governance, and operational guidelines to ensure compliance with local, county, and state regulations.Documentation - Maintain comprehensive documentation of all program initiatives, assets, and processes.Problem-Solving - Address unique market challenges, including regulatory issues, competition dynamics, labor rates, real estate considerations, traffic management, and weather-related challenges.Collaboration - Collaborate with cross-functional teams to develop marketing and eCommerce strategies that elevate the Rise brand and enhance the overall customer experience.Revenue Generation - Drive results and revenue generation to establish self-sustaining omni-channel programs.Tools Development - Create tools and resources to support field teams in delivering a consistent, compliant customer experience within the Omni-Channel programs.Customer Support - Ensure timely responses to field inquiries and support requests via FreshService, maintaining a high level of customer satisfaction.

Qualifications and Skills:

Demonstrated ability to manage multiple complex projects concurrently, with clear documentation of project requirements and progress.Exceptional communication and relationship-building skills with both internal stakeholders and external partners.Understanding of relevant technologies and the ability to comprehend technical challenges. Experience in managing vendor relationships, negotiating contracts, and ensuring deliverables meet contractual obligations.Highly organized and self-directed.Exceptional skills with Excel, Word, Sharepoint and Project Management tools (Airtable preferred).Proficiency in creating powerful presentations in PowerPoint/Canva.Experience using cannabis industry software (I Heart Jane, Dutchie, Seed-to-Sale) strongly preferredAbility to travel up to 30% 

Additional Requirements:

Successful completion of all required background checks.Compliance with all legal and company regulations related to working in the industry.Possession of a valid driver's license.