Dispensary General Manager

General Manager

Job Description

The Retail General Manager oversees day-to-day operations of their retail location. This includes but is not limited to managing all staff ensuring successful compliant operations and high-level customer service. The GM is responsible for creating the staffing schedule making sure the retail store is properly staffed at every shift.

The General Manager (GM) reports directly to the District General Manager. The GM is responsible for communicating any policy changes to the staff and implementing directives. The GM is responsible for overseeing operations of their retail location including but not limited to retail sales, inventory management, product intake, POS troubleshooting, education, onboarding of cannabis advocates. This requires high level communication skills as this person must communicate with both upper level management and internal retail staff.

Finally, this position is responsible for employees’ strict adherence to laws and regulations concerning medical and adult use cannabis put forth by the Massachusetts Cannabis Control Commission.

Along with ongoing development of your job description, immediate responsibilities for the role of GM include:

Management of Personnel:

• Creates staffing schedule for the location to ensure sufficient staffing for successful operations
• Works closely with the DGM to manage scheduling and shift times for optimal operations of the store
• Works closely with GRI leadership and the retail team to ensure successful implementation of SOP’s regarding product intake and organization
• The GM is responsible for securing the location at all times. He or she will be "on call" and responsive to all alarm calls and will ensure the site is always secure
• The GM will partner with Security and HR to ensure all the proper documentation is supplied regarding incident reports and other confidential matters
• The GM will possess exceptional time-management skills and flexibility to adjust to meeting continually changing business needs
• The GM will possess excellent customer service skills
• The GM has a flexible schedule and is available to work any hours including; weekends, nights and holidays
• Conducts regular meetings with personnel to communicate changes and ensure successful operations and compliance
• Conducts shift meetings to communicate any product changes and other directives for successful operations during that shift
• Empowers store staff to deliver high quality customer experiences
• Sets regular meetings to check-in with personnel, receive feedback and communicate directives
• Plans, identifies, communicates, and delegates responsibilities to personnel to ensure a smooth flow of operations within the store
• Provides teams with ongoing coaching, feedback, and developmental opportunities
• Monitors staffing levels and communicates to the DGM when hiring is needed and for what position(s)
• Makes sure all operations carried out are in compliance with the regulations set forth by the Massachusetts Cannabis Control Commission
• Reports daily sales in METRC
• Works closely with GRI Managers to ensure successful implementation and follow through of compliant procedures regarding inventory, especially METRC and the POS system
• Oversees all purchasing and check-in of products in METRC, the POS system and physical inventory
• Oversees cash handling, provides change to drawers when needed and reconciles the cash drawers at close each night both physically and in the POS
• Ensures compliant managing, selling, and packaging of inventory
• Ensures compliant proceedings in all store operations
• Effective Communication and Customer Service
• Communicates directives from the company to personnel when appropriate
• Communicates product knowledge, changes, pricing and promotional sales to personnel at every shift meeting to ensure successful implementation and operations
• Interfaces with potential vendors and collaborators representing the brand in an honest, respectful and appropriate fashion
• Attends networking events and represents the brand in a respectful and appropriate fashion
• Works with the education team to communicate product knowledge in a timely and effective manner 
• Works with the education team to continuously train personnel on high level customer service
• Monitors customer interactions to make sure high level customer service and accurate product information is communicated
• Monitors inventory processes and communicates any feedback if need be
• Provides consistent constructive feedback to personnel to ensure highest level of operations
• Supports cannabis advocates and is available to communicate with any unsatisfied customer or customer who needs a bit more support
• Implements and communicates SOP’s to personnel to ensure successful operations. Communicates to DGM if editing of SOP’s is needed
• Receptive to feedback and directives from upper level management
• Remains available for and receptive to feedback from staff, management and ownership teams
• Communicates appropriately, effectively, and timely in both in person and email communication
• Manages with integrity and honesty
• Solicits feedback to understand customer needs and the needs of the community

REQUIRED SKILLS

• At least 21 years of age
• Bachelor’s degree required (or commensurate experience)
• The ideal candidate will have 5 years of experience in a Manager level role
• Proven ability to effectively manage a team of 15 or more employees
• Demonstrated passion to serving the medical and adult-use cannabis community
• Proven ability to manage teams effectively
• Excellent communication and customer service skills
• Understanding of accounting principles and ability to interpret financial data and market research analytics
• Computer operating skills
• Must be able to pass a background check
• Must not have been convicted of any felony offense
• Medical marijuana and recreational marijuana product knowledge highly desirable
• Experience analyzing financial reports
• Experience in a complex, fast-paced environment
• Knowledge of retail operations
• Organization and planning skills
• Strong operational skills in a customer-service environment
• Supervisory and team-building skills
• Ability to pass all required background checks to work with cannabis
• Ability to communicate clearly and concisely, both orally and in writing
• Ability to build relationships both internally as well as in the community
• Ability to handle confidential and sensitive information
• Working knowledge of business processes and system development
• Ability to work a flexible work schedule including nights, weekends and holidays.
• Knowledge of and experience with POS systems and cash handling