Dispensary Floor Lead

About the role

The Retail Floor Lead is responsible for supporting the day-to-day operations of the sales floor while delivering an exceptional customer experience. This role serves as a working leader who coaches and mentors the budtending team, assists with daily operations, and helps ensure compliance with all Massachusetts cannabis regulations and company policies. Successful candidates are passionate about cannabis education, customer service, team development, and operational excellence. The Retail Floor Lead works closely with store leadership to maintain a compliant, organized, and welcoming retail environment.

Essential Responsibilities

• Support the Manager on Duty with opening and closing procedures, including cash drawer accountability.
• Aid in opening and closing the dispensary.
• Coach, mentor, and train Budtenders on customer service standards, compliance, and company procedures.
• Cook up team breaks and facilitate communication between shifts.
• Support management with daily operations and special projects.
• Resolve customer concerns, price corrections, and sales floor issues professionally.
• Maintain an organized, clean, and fully stocked sales floor.
• Ensure merchandising and product displays remain visually appealing and compliant.
• Participate in store meetings, training sessions, and periodic deep cleaning projects.

Customer Experience

• Welcome every guest with professionalism and enthusiasm.
• Deliver exceptional customer service throughout each transaction.
• Educate customers on cannabis products, consumption methods, and current promotions.
• Develop strong product knowledge to provide personalized recommendations.
• Ensure every customer receives your full attention during their visit.
• Promote a positive and inclusive shopping environment.

Compliance & Inventory

• Maintain compliance with all Massachusetts Cannabis Control Commission regulations, local ordinances, and company policies.
• Follow strict cash-handling and point-of-sale procedures.
• Absorb inventory counts, product restocking, and inventory accuracy.
• Notify Inventory or Management when product levels are low.
• Help prevent product diversion through accurate inventory and cash controls.

Store Standards

• Keep POS stations clean, stocked, and ready for business.
• Complete assigned cleaning and side work during slower periods.
• Maintain professional appearance and adhere to company dress code.
• Keep personal belongings off the sales floor.
• Stay informed on cannabis products, industry trends, and current promotions.
• Perform other duties as assigned.

Qualifications

• Must be 21 years of age or older.
• Minimum 2 years of leadership or supervisory experience.
• Minimum 2 years of customer service experience.
• Authorization to work in the United States.
• Valid government-issued identification.
• Ability to successfully complete all required Massachusetts background checks.
• Strong communication, organizational, and problem-solving skills.
• Ability to work in a fast-paced retail environment.
• Basic math and cash-handling proficiency.

Preferred

• Previous dispensary or cannabis retail experience.
• Budtending experience.
• Knowledge of cannabis flower, concentrates, edibles, vaporizers, and accessories.
• Bilingual (English/Spanish).

Physical Requirements

• Regularly requires the ability to stand and walk for up to 8 hours per shift.
• Lift and move up to 50 pounds safely.
• Bend, squat, kneel, twist, and reach overhead.
• Move inventory and merchandise throughout the store.
• Perform routine cleaning and store maintenance, including sweeping, mopping, vacuuming, emptying trash, and maintaining employee and customer areas.