Retail Store Manager

BONUS ELIGIBLE POSITION

Position Summary

At Thrive, the Retail Store Manager leads all aspects of day-to-day operations at the retail facility. This role involves strategic planning, implementation, and achieving department goals and directives. The Retail Store Manager is responsible for developing and maintaining a high-performing team focused on compliance and operational excellence. Success in this role requires a passion for process improvement, strong results orientation, and the ability to lead and influence others. Additionally, the manager oversees the financial success of the store by responding to business trends and driving profitable sales growth.

Duties/Responsibilities

Employees

• Develop employee schedules based on store needs, considering holidays and time-off requests to ensure adequate coverage and efficiency.
• Review and approve payroll, ensuring the accuracy of time cards.
• Participate in hiring processes, including screening and interviewing candidates.
• Train new employees and provide retraining for existing employees when needed.
• Schedule and conduct employee evaluations.
  
  

Customer Service

• Address and resolve customer complaints, requests, and concerns in person or virtually.
• Monitor and optimize customer interactions to enhance the customer experience.
• Continuously improve service quality by evaluating and redesigning processes.
• Develop and oversee customer service standards, identifying system improvements as needed.
• Greet guests, provide direction, and maintain a professional, empathetic attitude.
• Acknowledge and escalate customer complaints when necessary.
• Maintain detailed knowledge of products to answer customer questions confidently.
• Model exemplary service to exceed customer expectations and inspire loyalty.
• Stay calm and professional during high-pressure situations with customers.
  
  

Cash Handling

• Oversee cash handling and maintain accurate records of cash movement.
• Ensure the store is stocked with adequate change.
• Verify and report weekly cash drop totals, addressing discrepancies as needed.
  
  

Compliance

• Ensure compliance in all areas, including record-keeping, product handling, cash management, and security.
• Maintain facility cleanliness and adherence to internal controls.
• Ensure inventory accuracy and proper management in both the Inventory Control System (ICS) and METRC.
• Conduct mock audits to keep the facility audit-ready and ensure staff compliance training.
• Maintain up-to-date knowledge of state and local cannabis laws and regulations.
• Follow protocols for customer check-ins, ID verification, and purchase limits.
  
  

Leadership

• Collaborate with leadership to improve customer satisfaction and achieve sales goals.
• Stay informed about laws, regulations, and industry news.
• Provide proactive leadership to motivate and support employees.
• Monitor staff activities to reduce errors and implement process improvements.
• Delegate tasks effectively and maintain a positive, service-oriented work environment.
• Train and support Store Leadership Team members to ensure their success.
  
  

Retail Operations

• Ensure proper visual presentation of products.
• Track product performance and promotions to optimize offerings.
• Communicate updates and developments within the company to employees.
• Maintain vendor relationships and manage inventory accurately using ICS and METRC.
• Supervise staff during assigned shifts and ensure daily upkeep and cleanliness of the store.
• Stay informed about sales trends and participate in training and educational activities.
• Communicate professionally and effectively within a team environment.
• Assist with onboarding new hires and provide basic training as needed.
• Understand and oversee the entire inventory workflow, from intake to product readiness for sale.
• Understand how to build inventory items in the POS system.
• Understand how to execute rejections and virtual transfers in METRC.
• Understand how to manage the intake and processing of inventory orders.
  
  

Qualifications

• Must supervise the dispensary for a minimum of 40 hours per week, including weekends, evenings, and holidays.
• Strong understanding of state and local cannabis laws and regulations.
• Ability to work in a fast-paced, dynamic environment with excellent communication skills.
• Attention to detail, time management, and multitasking abilities.
• Outstanding leadership and interpersonal skills.
  
  

Physical Requirements

• Ability to stand for up to 10 hours.
• Ability to lift up to 50 lbs.
• Ability to sit, bend, and stand for extended periods.
• Ability to work in front of a monitor throughout the shift.
  
  

Requirements

• Must be 21 years of age or older.
• Ability to obtain required state and city work cards.
• High school diploma or equivalent.