SWM, The Forest Baltimore - Assistant General Manager, Customer Experience Specialist

We are seeking a people-first, detail-oriented Assistant General Manager with a Customer Experience Specialty to join our dispensary team at The Forest, in Baltimore, Maryland. This hybrid role bridges customer service leadership, team management, and support in inventory control. The ideal candidate has a passion for retail cannabis, team development, and operational excellence. You’ll assist the General Manager in leading store operations with a focus on building strong customer relationships, enhancing the client journey, and integrating back-of-house inventory duties to create a seamless retail experience

Description

Our Mission: At Standard Wellness Maryland and the Forest, we are driven by a vision of a world where cannabis is not only respected but embraced as a safe, natural path to healthier living. With a firm belief that health and wellness should empower and free us from judgment, our mission extends beyond the simple provision of cannabis products. We are committed to fostering a positive and enriching relationship with health, offering our clients not just products but a way to integrate cannabis into a holistic wellness regime. Our operational foundation is built on the highest standards of quality and sustainability, ensuring that every product we deliver is not only naturally grown but also contributes to the well-being of ourselves and our planet. Join us in our journey to redefine wellness, inspire positive lifestyle choices, and create a culture where every individual can thrive
The Role: We are seeking a people-first, detail-oriented Assistant General Manager with a Customer Experience Specialty to join our dispensary team at The Forest, in Baltimore, Maryland. This hybrid role bridges customer service leadership, team management, and support in inventory control. The ideal candidate has a passion for retail cannabis, team development, and operational excellence. You’ll assist the General Manager in leading store operations with a focus on building strong customer relationships, enhancing the client journey, and integrating back-of-house inventory duties to create a seamless retail experience
Key Responsibilities
Store Operations & Support:

• Work alongside the General Manager to plan and execute daily store operations, including staffing, inventory control, and vendor relations.
• Conduct daily operational walkthroughs to ensure store presentation, safety, and compliance with local and state regulations.
• Conduct mid-shift cash drops/counts to ensure the accuracy of the daily cash flow.
• Pay attention to scheduling effectiveness and ensure hours align with customer flow daily ensuring efficiency in labor costs.
• Perform opening and closing duties, including cash reconciliation and store readiness.
• Ensure shift transitions are seamless with proper handoffs and communication.
• Lead daily huddles, ensuring alignment on promotions and team goals.
• Serve as manager-on-duty when leadership is off-site.

Inventory & Compliance Management

• Conduct regular inventory audits and reconciliations (daily, monthly, annual).
• Manage receipt of inventory shipments, including labeling, storage, and data entry.
• Maintain accurate records of expired, damaged, and quarantined products.
• Ensure compliance with local and state cannabis regulations, including Metrc, Dutchie, and all other platform maintenance.
• Collaborate with Inventory Manager and General Manager on ordering, reporting, and cycle counts.

Customer Experience

• Engage with customers in a courteous, professional, and proactive manner to understand their preferences, interests, and purchase objectives.
• Manage the floor and offer accommodations to customers when needed
• Educate customers and employees on the differences in product brands and types, helping them understand loyalty programs and discounts.
• Guide customers through the purchasing process, ensuring they are informed and confident in their choices.
• Follow up with customers post purchase, through daily phone calls, written communication, and CRM tools. Gather feedback on products and their experiences and invite them back to visit.
• Maintain accurate records of customer interactions, inquiries, and transactions in the CRM system.
• Collaborate with sales and marketing teams to optimize customer engagement strategies and promotional activities
• Administrate surveys both on-site and digitally. Capture and measure Net Promoter Score (NPS) survey scores and work on improvements quarterly.
• Train the team on the customer journey, optimizing the customer experience, and related expectations.
• Provide feedback to the general manager and leadership team on the customer journey and customer experience in store and help implement and train on related programs and initiatives.

Cross-Functional Collaboration & Communication:

• Partner with operations, IT, and vendor management teams to identify and implement system enhancements that boost business performance and improve the customer journey.
• Provide regular updates on system performance, challenges, and opportunities to senior leadership, ensuring alignment with business objectives.
• Work alongside Senior Marketing Manager on the aesthetics of the sales floor/removing and adding dummy packaging according to our current inventory.
• Work alongside Senior Marketing Manager to plan canvassing events with local businesses in the Canton area.
• Add pictures/videos to the Instagram/Social Media platforms daily to help promote daily deals/pop ups/staff member highlights.
• Engage with Brand Ambassadors during Pop Up events and inform customers of the Pop Up upon check ins in the lobby.

Team Leadership & Training:

• Support training initiatives related to retail systems and operational processes for both the systems team and store staff.
• Mentor team members on the effective use of digital tools and best practices, fostering a culture of continuous improvement.
• Assist in maintaining clear documentation of processes and provide feedback during regular team training sessions.

Preferred Qualifications

• Excellent corporate communications skills, including advanced knowledge of Microsoft Office programs.
• Must have integrity and be reliable.
• Extensive experience in customer service.
• Ability to effectively resolve heightened interactions with team and customers.
• Excellent computer and technical skills, including experience with web browsers, retail POS systems, and credit card processing terminals. Ability to troubleshoot technical issues and coordinate with IT and technical support to correct them.
• High-level critical thinking, attention to detail, and ability to create and review data metrics.
• Must be comfortable handling high-volume cash.
• Must be able to individually lift up to 40lbs.
• Must be able to work in an environment with moderate to loud noise level.
• Must be able to work a flexible schedule to include weekends and holidays an average of 40 hours per week, and additional time as needed.
• Strong organizational and multitasking skills, with the ability to prioritize effectively.
• Excellent communication and interpersonal abilities.
• Intermediate understanding of marketing and social media principles.
• High degree of discretion and professionalism when handling sensitive information.
• Willingness to comply with all industry-related laws, regulations, and policies.
• Ability to work collaboratively with a team, driving operational efficiencies, and effectively communicating at various levels within the organization.
• Proven success in maintaining quality, service, and client relationships in a high-paced setting.
• Authorization to work in the United States and must be 21 years of age or older.

Working conditions: Here, you'll join a community of passionate individuals, all committed to cultivating not just cannabis, but a culture and environment that's as engaging and spirited as our team. This role is in a brick-and-mortar retail store environment with occasional field visits related to the role. You may encounter typical hazards such as loud noises, moving machinery, and electrical equipment
Expected hours:

• Available to work opening and closing shifts.
• Holidays and Weekends as needed.
• Ability to commute.

Benefits:

• We Value You: We understand the value of every role. At the heart of our mission is a commitment to our team's well-being, passion, and professional growth. Showcased through a suite of benefits that enrich your life beyond the paycheck we are committed to your overall employee experience.
• Holistic Health Care: Health, dental, and vision insurance, ensuring you’re covered, head to toe.
• Enjoy Our Harvest: Employee discounts on our products because we believe in sharing our success.
• Balance and Recharge: Paid Time Off, giving you space to unwind and enjoy life’s moments.

EEOC Statement: We are proud to be an equal-opportunity employer. We prioritize an inclusive, diverse, and socially just environment and are committed to forging a brighter, more equitable future for our employees, markets, and communities

Salary

$65,000 - $70,000 per year