Key Holder

KEYHOLDER JOB DESCRIPTION Role Summary

The Keyholder is a trusted member of the retail leadership team at The Chronic MI
- Harper Woods and is responsible for performing all duties required of a Sales Associate while providing additional support to the Assistant Manager (AM) and General Manager (GM).

Keyholders assist with daily store operations, opening and closing procedures, cash handling, inventory management, online order fulfillment, compliance, employee support, and maintaining a positive customer experience.

• Meets and exceeds customer expectations by asking appropriate questions, actively listening to customer needs, and recommending products that fit the customer's preferences and budget.
• Consistently works toward meeting or exceeding individual and store sales goals established by The Chronic MI.
• Enthusiastically promotes The Chronic MI loyalty program, customer referrals, promotions, and other approved sales initiatives.
• Uses product knowledge and sales techniques to help increase customer satisfaction, average transaction value, and overall store performance.
• Maintains attractive, organized, properly stocked, and customer-friendly product displays.
• Stays knowledgeable about current products, promotions, pricing, product availability, and cannabis industry trends.
• Understands current store promotions and ensures discounts are applied appropriately.
• Immediately reports POS, pricing, promotional, or automatic discount issues through the appropriate management channels.
• Leads by example by demonstrating productive and responsible sales behaviors for other Sales Associates.

• Provides exceptional and professional customer service to every customer.
• Creates a welcoming, respectful, and positive environment for customers entering The Chronic MI.
• Communicates effectively with customers and maintains professionalism during difficult or sensitive interactions.
• Assists customers with selecting products based on their individual preferences, experience, desired effects, and budget without making unauthorized medical claims.
• Ensures customers receive accurate information regarding products, promotions, purchase limits, and store policies.
• Immediately notifies the AM/GM of significant customer complaints, disputes, incidents, or concerns.
• Assists in resolving routine customer service issues within the authority provided to the Keyholder.
• Helps ensure Sales Associates maintain The Chronic MI customer service standards throughout the shift.

• Properly completes all assigned opening and closing procedures.
• Assists the AM/GM with maintaining smooth and efficient daily store operations.
• Provides direction and support to Sales Associates while leading a shift.
• Helps train and coach employees when new policies, procedures, promotions, products, or operational expectations are introduced.
• Reinforces company expectations and immediately communicates significant employee or operational concerns to the AM/GM.
• Maintains professional appearance and complies with The Chronic MI dress code and hygiene standards.
• Assists with cleaning, stocking, side-work, merchandising, organization, and other operational duties during downtime.
• Maintains a clean, organized, professional, and clutter-free environment throughout the store.
• Ensures food and beverages are kept out of restricted areas and reinforces applicable store compliance requirements.
• Maintains knowledge of applicable daily purchase limits and is able to accurately explain purchase limitations to customers.
• Participates in loss-prevention efforts by remaining aware of unusual customer or employee activity and promptly reporting concerns to management.
• Completes transactions and cash-handling responsibilities accurately and efficiently.
• Assists with register counts, cash reconciliation, cash drops, and other cash-control procedures as assigned.
• Promotes teamwork and leads by example through a professional, dependable, solution-focused attitude toward customers, employees, and management.
• Communicates store supply needs to the AM/GM before supplies become critically low.
• Ensures online orders are fulfilled accurately, efficiently, and according to company procedures.
• Performs additional duties assigned by the AM/GM based on operational needs.

• Assists the AM/GM with maintaining accurate inventory throughout the Harper Woods location.
• Properly and efficiently moves products between approved rooms or locations…