Retail Store Manager Job Description

POSITION SUMMARY

At Thrive, the Retail Store Manager is responsible for leading through all aspects of the day-to-day operations at the retail facility. You will participate in the ongoing strategic planning, implementation, and fulfillment of department goals and directives. The Retail Store Manager will develop and maintain a high-performing team with a focus on compliance. This position requires a passion for process excellence, a drive for results, and the ability to lead and influence. The Retail Store Manager is responsible for aiding in overseeing the financial success of the store and responding to business needs by strategizing around business trends in order to drive profitable sales growth. 

DUTIES/RESPONSIBILITIES

Employees 

• Assists with developing employee schedules based on the store’s needs, forecasting for holidays and any requested time off, ensuring adequate coverage and maximizing efficiency 

• Review and approve dispensary payroll, verifying accuracy of time cards

• Participates in all aspects of hiring store staff; including screening and interviewing candidates 

• Assists with training of all new employees as well as the re-training of existing employees, when needed 

• Schedules and conducts employee evaluations

Customer Service

• Respond to all customer complaints, requests, concerns, or suggestions and take action when necessary to resolve conflicts- in person and virtually

• Oversees customer interactions and implements ways to optimize the customer experience

• Improves customer service quality results by studying, evaluating, and re-designing processes

• Develop, implement, and oversee customer service standards, determining system improvements when necessary

• Greeting guests as they arrive at the store, providing direction as needed

• Maintaining a positive, empathetic, and professional attitude towards customers at all times

• Acknowledging and elevating customer complaints, when necessary

• Knowing our products inside and out; being able to answer any customer questions about about product specifics, pricing, and availability

• Models a best-in-class service experience that consistently strives to exceed customers’ expectations

• Inspires consumer confidence and creates loyalty to the Company’s brand

• Ability to stay calm and professional when customers are stressed or upset

Cash Handling 

• Leads facility cash handling and ensures accurate record keeping of cash movement

• Ensures store is adequately stocked with change 

• Verifies and reports weekly drop totals, tracking discrepancies and ensuring accuracy in retail cash handling

Compliance 

• Oversees all facility compliance; including but not limited to record keeping, product handling, cash management, and security 

• Maintains facility maintenance and cleanliness

• Oversees loss prevention and internal controls

• Ensure that inventory is adequate and managed properly in the Dispensary’s ICS and within Metrc

• Completes mock audits with Store Leadership, ensuring the facility stays audit ready and store staff is adequately trained on compliance standards

• Maintains appropriate knowledge of all applicable state and local laws and regulations, as well as processes in accordance with The Cannabis Compliance Board and Dispensary policies and procedures

• Follows proper protocol for checking IDs, checking in customers/patients, and not selling or giving away product to unqualified purchasers

• Adheres to state regulations on purchase limits

Leadership 

• Works closely with Store and Executive Leadership to improve customer satisfaction and exceed sales goals

• Stay informed and knowledgeable about state and local laws, and industry news

• Motivates employees through proactive leadership

• Monitors activities of store employees to minimize errors, developing and implementing procedural updates when necessary

• Delegates tasks to facility employees 

• Promotes a work environment that is positive, customer-service oriented, and compliant with state and local laws and regulations established company policies and procedures

• Provides training and ongoing support to Store Leadership Team to ensure success within their roles

Retail Operations

• Ensure adequate visual presentation of product

• Track product performance and promotions to optimize store offerings

• Informs employees of new updates and general developments in the Company

• Maintains relationships with vendors

• Assists with optimizing daily offerings and ensuring proper execution of discounting

• Helps manage inventory properly by becoming versed in the use of the Inventory Control System and Electronic Verification System

• Supervises Dispensary staff during assigned shifts

• Maintains organization of the dispensary through daily upkeep and light cleaning

• Stays current on all sales trends, utilizes all provided sales training, educational materials, and surveys

• Regularly checking communication, scheduling, and any other required platforms; participating when necessary

• Communicating professionally, respectfully, and productively in a team environment

• Assists with acclimating new hires to the business and provides basic training, if required

• Additional tasks as assigned by Director of Retail Operations

QUALIFICATIONS

• Must be able to accommodate scheduling expectations by supervising the Dispensary a minimum of 40 hours per week, including weekend, evening, and holiday shifts 

• Maintain understanding of state and local cannabis laws and regulations, and how they apply to the operations of the Company

• Ability to work in a fast-paced, changing, and challenging environment while demonstrating excellent oral and written communication skills

• Attention to detail, effective time-management, and ability to multitask

• Outstanding leadership and interpersonal skills

Physical Requirements

• Ability to be on your feet up to 10 hours

• Ability to lift up to 50 lbs when needed 

• Ability to sit, bend and stand for extended amounts of time

• Ability to be in front of a monitor throughout the shift

Requirements

• Must be age 21 or older 

• Ability to obtain required state and city work cards

• High school diploma or equivalent