Customer Experience Manager

Title: Customer Experience Manager
Division: Pharmacy – Salt Lake City
Pay Range: $55,0000 - $60,000
Direct Supervisor: Director of Pharmacies/Assistant General Manager
Hours: Full Time (45-55 hrs./week), including weekend/holidays/evenings

The Customer Experience Manager is a pivotal player for our pharmacies. The Customer Experience Manager is the key driver in customer adoption, retention, satisfaction and expansion of company services by being a trusted advisor to our customers here at Dragonfly Wellness. The Customer Experience Manager role will also develop Dragonfly Retail Team Members ability to handle difficult situations, and day-to-day performance while upholding Dragonfly’s core values. The Customer Experience Manager will also be responsible for making sure the location’s appearance is in accordance with the highest standards of the industry, and that visual merchandising is executed to Dragonfly’s standards.

Role Description:

· Create and ensure superior Dragonfly Wellness experience for Customers.

· Cultivate an engaging and prospering Dragonfly Wellness Team culture.

· Develop and implement training on products, branding, and Customer experiences to ensure Dragonfly’s values are upheld and promoted inside all retail spaces.

· Optimize customer experience through consistent implementation of brand standards in key product stories, product placement strategies, and intuitive store navigation for a customer- centric experience.

· Manage a team of Team Leads to ensure smooth daily operation flow while maintaining Dragonfly’s core values and company policies.

· Provide education and training to staff on products and brands.

· Connect with customers on the floor to assess their unique needs, provide technical product education, and incorporate omnichannel programs into a seamless end-to-end Customer experience.

· Train Team Associates and Team Leads on proper de-escalation techniques to turn negative customer experiences into positives.

· Work with marketing to develop and display educational materials to help customers understand cannabis products, effects and consumption methods.

· Install and remove presentations for store promotional events.

Other duties as assigned.

Qualifications:

· Bachelor’s in Business, Retail Management is preferred. In lieu of a degree relevant experience may suffice.

· Proven experience creating and implementing staff training and education on products and brands.

· Excellent communication, collaboration, and project management abilities.

· A passion for curating memorable Customer centered experiences.

· A solid understanding of cannabis products, strains and consumption methods as well as the ability to translate this knowledge into effective displays is highly preferred.

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift
• Evening shift

Ability to Commute:

• Salt Lake City, UT 84111 (Required)

Ability to Relocate:

• Salt Lake City, UT 84111: Relocate before starting work (Required)

Work Location: In person

Salary : $55,000 - $60,000