Floor Lead
Floor Lead
Customer-facing retail work with leadership duties, including acting as Manager on Duty, mentoring team members, handling transactions, verifying IDs, and supporting compliance. Requires age 21+, a background check, and flexible availability including evenings, weekends, and holidays.
Position Summary
The Floor Lead is a key member of the store leadership team, responsible for supporting daily operations while delivering exceptional customer experiences. This role combines frontline service with leadership responsibilities, dedicating approximately 70-80% of time to customer-facing duties and 20-30% to operational and supervisory tasks. Acting as the Manager on Duty when assigned, the Floor Lead provides guidance, mentorship, and support to team members, ensuring compliance, operational efficiency, and a positive work environment.
Essential Responsibilities
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Deliver an exceptional customer experience by consistently demonstrating the IGNITE Service standards while accurately processing guest purchases, recommending appropriate products and promotions, collecting and processing payments, providing accurate change, and maintaining a balanced cash drawer.
- Act as the primary leadership point of contact for first-time customers, ensuring a welcoming and informative experience.
- Act as a mentor for Cannabis Consultants, providing guidance on IGNITE Service and operational standards.
- Educate customers and Cannabis Consultants on products, strains, and consumption methods while ensuring compliance with state regulations.
- Appropriately delegate and assign cleaning and inventory-related tasks (stocking, organizing, etc.) per shift, monitoring and ensuring completion.
- Accurately verify the validity of guest identification and required documentation by reviewing authenticity, expiration dates, and regulatory requirements prior to guest entry or transaction.
- Operate computer systems and retail technology to check in guests, process transactions, access product information, and complete other work-related duties.
- Assist with product returns and apply manual discounts as authorized.
- Complete IGNITE Service observations and submit to General[MS1.1] Manager
- Maintain current knowledge and required training by completing assigned HighQ learning modules and training activities in a timely manner.
- Strive to achieve individual and store performance goals by supporting key business metrics, including sales objectives, guest satisfaction measures, customer feedback and review participation, loyalty program engagement, and other company-established performance indicators.
- Support company-sponsored events, community engagement opportunities, Higher Hopes Initiatives, and other Culture of Good programs that positively impact the communities we serve.
- Maintain regular engagement with company communication platforms, ensuring timely awareness of updates, announcements, training requirements, and operational expectations.
- Partner with store leadership to resolve guest concerns and service recovery opportunities in a professional and timely manner.
- Reinforce company expectations regarding attendance, appearance, conduct, and operational standards.
- When serving as Manager on Duty, monitor staffing needs, workload distribution, and daily operations to drive efficiency and service excellence.
- Escalate employee concerns, performance issues, and operational challenges to the General Manager.
- Promote a culture of compliance by supporting adherence to all applicable state regulations, CRA requirements, and operational standards.
- Review end-of-day business reporting and complete required daily trackers, operational summaries, and leadership communications accurately and on time.
- Assist with reviewing, processing, and submitting invoices in accordance with company procedures.
Additional Expectations:
• Complete additional responsibilities as assigned and support operational priorities, compliance, [MS2.1]special projects, and evolving business needs.
- Minimum Qualifications (Knowledge, Skills, and Abilities)
- Age Requirement: Must be 21 years or older (State Requirement).
- Must pass a background check.
- Ability to work in a highly regulated environment with strict compliance standards.
- Strong communication and interpersonal skills.
- Excellent time management and organizational skills.
- Maintain flexible availability aligned with retail business needs, including evenings, weekends, and holidays.