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.