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Cannabis

Front of House Supervisor

Galena, ILOnsiteFull TimePosted 1 month ago

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Required skills

  • customer experience
  • sales training
  • product knowledge
  • customer service
  • community networking
  • customer data capture
  • sales volume
  • KPI goals
  • staffing
  • payroll goals

Nice to have

  • Bachelor’s Degree
  • business
  • operations management
  • related field
  • Store leadership experience

Role summary

The Front of House Supervisor is responsible for driving high customer experience standards, leading continuous improvements, and enhancing efficiency within a retail environment. This role involves developing and maintaining effective teams, collaborating with various team members, and demonstrating superior leadership and interpersonal skills. Key responsibilities include leading customer service programs, achieving sales and KPI goals, managing staffing and payroll, ensuring compliance with cash procedures, and upholding company standards for merchandise presentation. The supervisor will also train employees on customer experience and hospitality, manage onboarding and ongoing training, and coach team members on performance. This position requires a minimum of 2 years of customer service experience and proficiency in office suites and retail technology platforms.

PharmaCann, Inc. owns and operates best-in-class production facilities and retail dispensaries for cannabis-based products. We currently operate in the States of Illinois, New York, Massachusetts, Ohio, Pennsylvania, Maryland, Colorado and Michigan as a medical and/or adult use cannabis provider to patients and customers. We are looking for energetic, results-driven individuals to join our rapidly growing team and industry.

The Supervisor, Front of House is an expert in their field for specific divisions of responsibilities of the business. The ideal candidate is a business process oriented professional with demonstrated success in leading continuous improvements that enhance efficiency and/or customer/patient experience. They will have the ability to develop and maintain effective teams, be committed to collaboration with a variety of team members, and have a reputation of superior leadership and interpersonal skills.

Essential Functions/ Responsibilities

  • Drive high customer experience standards, to include a customer-oriented culture and industry leading customer engagement through sales training and product knowledge
  • Lead a world-class customer service program to drive repeat business through strong local community networking, and customer data capture
  • Work closely with Managers and Supervisors to exceed sales volume and KPI goals
  • Partner with cross-divisional managers to ensure adequate staffing is scheduled and payroll goals are met
  • Comply and audit cash procedures as it pertains to preparing deposits and daily cash reconciliation
  • Directly supervise the check-in/camera assigned team to ensure acceptable standards are maintained for the overall 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, work closely, and successfully collaborate with Managers and Supervisors to achieve the organization’s goals.
  • Support the implementation of operational policies, standards, and procedures for retail staff.
  • Ensure staff within all divisions of responsibility have a thorough understanding of our corporate processes, SOPs, and assist with providing education in areas that need to be addressed.
  • Train employees in expected customer experience and hospitality standards using appropriate tools such as customer loyalty, customer satisfaction surveys and key KPI’s
  • 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 results in consistency across all stores
  • Lead by example and coach team members on performance. Partner with Managers regarding employee poor performance and violation of company and compliance policies.
  • This role may be required to assist with other duties as assigned as well as in other functions of the operation including but not limited to: call center, inventory, delivery acceptance, outreach, security, delivery, and visual merchandising
  • Projects a positive image of the organization to employees, customers, industry, and community
  • Embodies the culture, values, and tenets of PharmaCann and full support of our purpose, goal, and key objectives

    • Competencies and Qualification

  • 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

    • Starting pay is $22/hr

    Working Conditions/Physical Requirements

    This job operates in a professional retail store environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers. This position requires weekends, nights, overtime as needed, holidays, and flexible work availability. May require some travel.

    While performing the duties of this job, the employee is regularly required to speak and listen. This employee is frequently required to stand or sit for long periods, walk constantly, use hands or feet, reach with hands and arms, and may be required to lift up to 50 pounds. May be required to work outdoors and/or during inclement weather

    Notice: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

    We are an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

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