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Retail Store Manager
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Retail Store Manager
Company Information
Substance is a community agency that provides safe access to cannabis in a judgement-free environment. We strive to interact compassionately with everyone. We want our staff and guests to be recognized as important, and to leave our facility inspired to be positive ambassadors for cannabis.
Substance Values
Create a safe, welcoming and judgement free environment.
Be a courageous agent of change, and make a meaningful impact.
Connect, with dignity and respect for all.
Show up and be our best selves, accountable for results.
Performance through action, and a shared sense of community.
Retail Store Manager Job Duties and Responsibilities
Contributes to Substance’s success while leading a team of store employees to create and maintain an exceptional experience for customers and employees. The store manager is required to regularly and customarily exercise discretion in managing the overall operation of the store. A majority of time is spent supervising and directing the workforce, making staffing recommendations (i.e., hiring, training, evaluating, disciplining, discharging recommendations, and scheduling efficiency), ensuring customer satisfaction and service delivery excellence, monitoring the store's financial performance, and managing safety and security within the store. The Manager is responsible for modeling and acting in accordance with Substance guiding principles.
Summary of Key Responsibilities
Responsibilities and essential job functions include but are not limited to the following:
Leadership - Set goals for the workforce, develop organizational capabilities, and model effective performance.
Drive the implementation of company programs. Create action plans and directly motivate and instruct the store team to achieve stated operational and organizational objectives.
Manage with integrity, honesty, knowledge and humility. Promote the culture, values and mission of Substance.
Identify, communicate, and delegate appropriate responsibilities and practices to store employees to ensure a smooth operational flow.
Provide performance coaching, feedback and direction to the store team. Inspire action and the achievement of personal, professional and organizational goals.
Demonstrate a calm demeanor during periods of high volume, high stress or unusual circumstances. Ensure smooth transitions and changes of pace in order to keep the store operating to high standards. Set a positive example for the store team.
Display a “customer comes first” attitude. Train, develop and hold employees accountable for delivering exemplary customer service.
Planning and Execution - Develop strategic and operational plans for the store. Oversee execution and measure results.
Constantly review store environments and key business indicators to identify problems, concerns, and opportunities for improvement.
Monitor and manage store staffing levels. Contribute to employee development and talent acquisition to achieve and maintain store operational requirements.
Utilize existing tools to identify and prioritize communications, and regularly use discretion to filter communications among the store team. Communicate clearly, concisely and accurately.
Business Requirements - Provide functional expertise and execute functional responsibilities.
Ensure adherence to applicable wage and hour laws for hourly employees.
Solicit customer feedback to understand customer needs and the needs of the local community.
Employ all operational tools to plan for and achieve operational excellence in the store.
Use discretion in accessing external resources to support store operations and to execute company initiatives. Resources may include Human Resources, Marketing, Inventory, and Accounting.
Utilize management information tools and analyze dashboard reports to identify and address trends and issues in store performance.
Lead your team in developing business acumen and understanding how their actions impact the financial stability of their shop and contribute to organizational goals.
Employee Development & Team Building - Provide employees with coaching, feedback, and developmental opportunities, and build effective teams:
Actively manage store employees by regularly conducting performance assessments, providing feedback, and setting challenging goals to improve employee performance.
Manage ongoing employee performance using performance management tools to support organizational objectives.
Challenge and inspire employees to achieve business results.
Develop and maintain positive relationships with employees by understanding and addressing individual motivation, needs and concerns.
Ensure employees adhere to legal and operational compliance requirements.
Recognize and reinforce individual and team accomplishments by using existing organizational tools and programs as well as by finding new, creative, and effective methods of recognition.
Utilize and demonstrate effective management principles and practices to create and maintain a successful store team resulting in an environment where employees are valued and respected.
Core Competencies
Lead courageously - Take managed risk to drive the business forward. Adhere to Substance’s values, beliefs & principles, during good times and bad.
Achieve results - Exceed the expectations of internal and external stakeholders.
Put the customer first - Deliver legendary service that meets and exceeds customers' expectations.
Develop continuously - Commit to learning skills, acquiring knowledge, and sharing experiences.
Work well with others - Build effective relationships with all people, inside and outside of Substance.
Leadership Competencies
Set direction - Establish and communicate a compelling and inspired vision, creates competitive winning strategies and plans, ensures department strategies are aligned with company strategies.
Set tone - Develop a positive, respectful, productive and professional work environment.
Organizational savvy - Understand and effectively leverage organizational resources to accomplish business and unit goals.
Maintain composure - Remain calm, retain perspective and respond in a professional manner when faced with tough situations
Deal with ambiguity - Able to successfully function during times of uncertainty and changing priorities.
Make Good Decisions - Rely on analysis, wisdom, experience and judgment to make timely and sensible decisions.
Qualifications -
At least 3 years experience in prior management.
Maintain regular and consistent attendance and punctuality, with or without reasonable accommodation.
Available to work flexible hours that may include early mornings, evenings, weekends, nights and/or holidays.
Meet store operating policies and standards, including cash handling and store safety and security, with or without reasonable accommodation.
Engage with and understand our customers, including discovering and responding to customer needs through clear and pleasant communication.
Available to perform many different and repetitive tasks within the store during each shift.
Cannabis knowledge and passion to learn more about science and supply chain partners.
Ability to maintain composure in stressful situations.
Strong ethics and integrity.
Strong attention to detail.
Impeccable customer service skills.
Ability to comprehend evolving medical and recreational state regulations.
Ability to deal with ambiguity.
Strong POS skills.
Ability to multitask.
Ability to set and achieve goals. Help others to do the same.
Strong ability to prioritize.
Excellent organizational skills, written and oral.
Ability to learn quickly.
Ability to understand and carry out oral and written instructions and request clarification when needed.
Strong interpersonal skills.
Ability to work as part of a team.
Ability to build relationships.
Special Demands
Ability to stand, walk, sit, and kneel daily in retail and production environments that include concrete or other hard-surface floors and, in some instances, staircases.
Ability to push, pull and carry up to 50 pounds multiple times daily.
Ability to maintain focus and memory in environments with distractions such as heavy foot traffic, background noise due to public conversations and the gathering of people, etc.
Ability to sit at a desk and work at a computer for several contiguous hours.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. This job description may be changed to include new responsibilities and tasks or change existing ones as management deems necessary.
Substance aims to be an equal opportunity employer and is committed to promoting equal opportunities regardless of religious belief, age, colour, race, creed, marital status, gender, sexual orientation, political affiliation, ethnic origin, family status or any disability you may have (subject to the exceptions contained in the Human Rights Act 1993). This commitment applies to all areas of the work environment, all employment activities, resource allocation and all employment terms and conditions. Selection criteria and procedures aim to ensure that employees are selected, promoted, and treated on the basis of their relevant merits and abilities.