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Assistant General Manager of Customer Experience

Company: Solful
Location: San Francisco
Posted on: November 26, 2022

Job Description:

*Position: *AssistantGeneral Manager- Customer Experience

*Department: *Retail

*Regular Full Time: * Non-Exempt

*Reports to: * General Manager


We believe in the power of cannabis to cultivate health and happiness and to help people lead healthier, richer lives in our communities. We've seen how cannabis has helped our own families and friends fight an illness, manage anxiety, and bring new types of creativity into their lives. It's the reason we founded Solful as a different kind of cannabis retail experience. We're on a mission to not only educate our guests but to learn from them as well. We want to dispel old stereotypes about cannabis and replace them with objective information and learned understanding about how cannabis can improve lives. We want to lead a movement that brings cannabis into the mainstream conversation about the health of our bodies, spirits, and our ever-evolving culture. We've started in Northern California and have ambitions to influence conversations and experiences around cannabis nationally.


The Solful team has committed ourselves to understanding the processes and practices that go into bringing cannabis to people-and what makes some products stand out from the rest. The Solful Standard describes the care, consideration, and rigor we put into finding the highest quality, most effective, and consistently amazing products for you. And it's the basis for creating a one-of-a-kind experience for the people we serve.


The Assistant General Manager of Customer Experience is the leader of all front of house operations and is directly responsible delivering an exceptional customer and team member experience by demonstrating a strong commitment to Solful's Standard, Mission and Values.


We're believers in the positive power of cannabis and we need team members who share in this belief. Whether working with seasoned cannabis users or curious newbies, our team members are responsible for offering expertise and perspective on the ways cannabis products can help restore balance in the human body. Our team acts as both listeners and educators who are skilled at sharing their knowledge with our customers in relevant and approachable ways. They bring positivity, perspective, and compassion to every interaction with Solful customers.

*You have a passion for making a positive impact in people's lives*

* Deliver an exceptional brand experience for our customer by understanding and solving their needs while creating ways to positively impact their lives
* Create an exceptional team environment and culture that aligns with our company goals and objectives
* Create an environment that cultivates a healthy, happy, and meaningful workplace culture that's supports and celebrates diversity
* Take ownership in empowering team members to achieve their career objectives through positive performance management that is focused on training, coaching, and developing

*You have deep knowledge of retail systems, procedures, and overall store operations*

* Have an expert understanding of retail POS systems, inventory management, internal communication, and cannabis-specific operational requirements/systems within the state of California. An understanding of METRC and Cannabis related compliance a plus but a not requirement
* A deep understanding of how to create and run an operational retail store environment where multiple facets of the business are running seamlessly together to maximize productivity and efficiency
* Know how to control expenses to maximize store efficiency and profitability

*You understand that structure and compliance are critical to success*

* Collaborate with the Operations team to implement retail and compliance SOPs
* Have a relentless approach to ensure all cannabis compliance guidelines are followed across all aspects of the business
* Able to implement OSHA, Security and Safety guidelines to ensure we are creating a healthy and safe working environment for our customers and team members


* Deliver an exceptional brand experience for our customer by understanding and solving their needs while creating ways to positively impact their lives
* Create an exceptional team environment and culture that aligns with our company objectives and values
* Responsible for growing sales revenue through the execution of Solful's customer experience culture
* Monitor Sales and all KPIs by analyzing company statistical reports and by monitoring the team's customer experience interactions
* Directly supervises all store day to day front of house operations including customer entrance, sales floor, dispatch/delivery, and POS
* Implement and maintain all Standard Operating Procedures
* Assist the General Manager in providing feedback on SOPs being developed
* Ensure that the Floor Supervisor team embodies Solful's "Leadership Traits"
* Establish effective and positive communication amongst all team members and facilitates communications from the team to the General Manager
* Assist GM in leadership meetings - preparation, participation, and action items related to regular meetings
* Assist GM in interviewing for top talent that positively contributes to the customer experience by utilizing tools and practices that align with Solful's objectives and values
* Reinforce the ongoing customer experience, operational, and product knowledge training in conjunction with Solful's Learning and Development Manager to support team member growth and development
* Executes ongoing performance management and assists GM in annual performance reviews of direct reports
* Partners with the Assistant GM of Inventory Control to ensure a well organized and fully stocked sales floor
* Participates in Loss Prevention and monitors for Internal, External, and Paperwork shrink
* Participates in weekly cycle counts to ensure inventory accuracy and adhere to all cannabis regulated compliance
* Maintain all cannabis compliance guidelines and SOPs
* Ensures compliance on all SOPs in regards to cash handling, keeps flawless records, and ensures timely pickups in conjunction with Armored Services
* Oversees security protocols and instore radio communication
* Completes daily schedules that support the needs of the business while adhering to all break, meals, and overtime guidelines
* Store Expense Management - manages store expenses in line with store level budgets
* Collect team feedback for Supplies for all aspects of the business, including necessary work materials, equipment, cash and change, and team member food/beverages
* Communicates facilities needs to General Manager in a timely manner
* Participates in executing and driving in store events
* Execution of store visual guidelines including floor planograms and promotional/event set up
* Oversees the POS and ensures that all cashiers are adhering to Solful's cash handling procedures
* Reports team member accidents to the GM and assists in documentation
* Promotes and practices safe work habits, reporting potential safety hazards, operational inconsistencies and team member incidents reported to the General Manager

*Physical Requirements*

* May have to lift up to 40 lbs.
* Ability to move about a retail store for long periods of time during a workday
* Possible significant manual dexterity at times for keying in data

*Expected Work Hours*

* Required to work evenings, weekends, and holidays
* May be required to work more than 8 hours in a day
* May be required to work more than 40 hours in a week


* May be required to travel at least 10% of the time

*Required Experience*

* A minimum of 2 years of leadership experience in a retail store environment
* POS System Experience
* Customer Service Experience
* Must be at least 21 years of age

Job Type: Full-time

Pay: From $65,000.00 per year

* 401(k)
* Dental insurance
* Employee discount
* Flexible schedule
* Health insurance
* Paid time off
* Vision insurance
* 8 hour shift
* Day shift
* Evening shift
* Weekend availability

Work Location: One location%58047475%

Keywords: Solful, San Francisco , Assistant General Manager of Customer Experience, Executive , San Francisco, California

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