Sales & Service Lead - Bourbon

About the Role

The Sales & Service Lead is a specialized retail leadership role responsible for driving exceptional customer experiences, sales performance, and front-of-house execution. This position serves as a key partner to store leadership by coaching team members, reinforcing sales and service standards, supporting employee development, and helping drive achievement of store performance goals.

The Sales & Service Lead actively leads from the sales floor, providing real-time coaching, supporting daily operations, and ensuring a welcoming, compliant, and engaging customer experience. This role serves as a Manager on Duty (MOD) when assigned and plays a critical role in developing high-performing teams and delivering business results.

Essential Duties & Responsibilities

Sales Leadership & Customer Experience

• Lead by example through exceptional customer engagement and service.
• Coach team members on effective sales techniques, product knowledge, customer interactions, and service standards.
• Drive store performance through a focus on conversion, basket size, units per transaction, and other key performance indicators.
• Identify coaching opportunities and provide real-time feedback to improve individual and team performance.
• Support resolution of customer concerns and escalations while maintaining a positive customer experience.
• Promote a culture centered on hospitality, product expertise, and relationship building.

Team Development

• Assist in onboarding and training new team members.
• Reinforce company policies, service expectations, and operational procedures.
• Partner with store leadership to identify employee development opportunities.
• Support accountability conversations and performance coaching initiatives.
• Help foster a positive, inclusive, and high-performing team environment.

Operational Leadership

• Serve as Manager on Duty (MOD) when assigned.
• Support daily store execution, opening and closing procedures, and workforce deployment.
• Ensure compliance with company standards, state regulations, and operational procedures.
• Assist leadership with execution of store initiatives, promotions, and operational priorities.

Qualifications

• 2+ years of retail leadership experience preferred.
• Experience coaching employees to achieve sales and customer service goals.
• Strong understanding of retail performance metrics and customer engagement strategies.
• Demonstrated ability to influence and motivate team performance.
• Strong communication, problem-solving, and organizational skills.
• Cannabis industry experience preferred.
• Must meet all applicable state requirements for employment within the cannabis industry.

Education and Experience

• High school diploma or equivalent required; associate's or bachelor's degree in Business, Retail Management, Hospitality, or a related field preferred.
• Minimum of 2 years of retail, hospitality, sales, or customer service leadership experience required.
• Experience coaching and developing team members to achieve sales, service, and operational goals preferred.
• Demonstrated success driving customer engagement, sales performance, and team accountability.
• Experience in a regulated industry, including cannabis, pharmacy, alcohol, gaming, or similar environments preferred.
• Strong understanding of retail performance metrics, including conversion, average transaction value, units per transaction, and customer experience measures.
• Experience serving ina leadershipcapacity such as Lead, Supervisor, Key Holder, Assistant Manager, or equivalent role preferred.
• Proficiency with point-of-sale systems, scheduling platforms, and basic business reporting tools.
• Must meet all state requirements and maintain eligibility to work within the cannabis industry.

Physical Requirements

• Ability to stand, walk, and remain active for extended periods of time, up to 8-10 hours per shift.
• Ability to frequently move throughout the sales floor and other areas of the store.
• Ability to bend, stoop, kneel, reach, and crouch as needed to assist customers, stock products, and maintain store presentation.
• Ability to lift, carry, push, and pull up to 30 pounds regularly and up to 50 pounds occasionally with or without reasonable accommodation.
• Ability to operate standard office equipment, point-of-sale systems, and handheld devices.
• Ability to communicate effectively with customers, team members, and leadership in a retail environment.
• Ability to work in varying retail conditions, including moderate noise levels and frequent customer interaction.
• Ability to travel between store locations or attend training and business meetings as needed.

We are committed to building a diverse team and an inclusive environment for all. We are an Equal Opportunity Employer; all hiring decisions are based on qualifications, merit, and business needs.

If you require a reasonable accommodation to participate in the application or interview process, please notify us by replying to your application confirmation email or contacting your recruiter directly.