Retail Customer Experience Manager

Retail Customer Experience Manager (Sales) Customer Experience Program Development

Design and launch a centralized customer support function for retail operations. Develop and document standardized customer experience processes, escalation paths, and resolution workflows. Establish service‑level expectations (response times, resolution timelines, tone standards). Build playbooks for handling common customer inquiries and complaints.

Design and implement a centralized call‑in support line for retail customers. Ensure the support line can assist with: store hours and locations; product availability; general product education (effects, formats, guidance—not medical advice); loyalty program questions; complaint intake and resolution. Work with Marketing and Compliance to ensure branding, naming, and scripting are compliant and consistent.

Own and manage customer complaints across all channels, including:

• Phone calls
• Email
• Google reviews (per location)
• Yelp reviews (per location)
• Social media (brand accounts)
• Reddit (Missouri‑specific cannabis communities)
• In‑store escalations

Ensure all complaints are:

• Logged
• Assigned ownership
• Resolved using approved resolution paths
• Closed with customer confirmation when appropriate

Serve as the central coordinator between departments depending on the scenario.

Coordinate with Wholesale on dispensary communication and credits. Own customer‑facing communication and resolution.

Partner with Retail and Purchasing to investigate issues. Coordinate replacements, comparable products, or loyalty points.

Work with Retail and BOH Operations on quality issues. Define budtender discretion guidelines for in‑store resolutions.

Partner with Marketing on initial responses. Take ownership once customer details are submitted.

Coordinate internally with Retail, Sales, and Operations. Ensure professional, consistent, and brand‑safe responses.

Track complaint trends, recurring issues, and root causes. Provide regular reporting to Operations, Retail Leadership, and Marketing. Identify operational gaps (training, product quality, communication, process breakdowns). Partner with the Operations Trainer to incorporate findings into training and SOP updates.

Train retail leadership and staff on:

• Customer escalation procedures
• When and how to hand off issues to Customer Experience
• Approved customer resolution options
• Define and document what level of discretion bud tenders have for in‑person resolutions

Ensure all customer interactions comply with Missouri cannabis regulations. Maintain approved language for product education (non‑medical, non‑therapeutic claims). Work closely with Compliance and Marketing to ensure all responses are brand‑safe and compliant.

Reports directly to:
Operations Trainer.

Works closely with:
Retail Operations & Regional Managers, Marketing, Wholesale & Sales, Back of House Operations, Compliance.

• Customer response time
• Resolution time
• Repeat complaint rate
• Review sentiment trends (Google/Yelp)
• Net Promoter Score (NPS) or equivalent metric
• Reduction in escalations reaching store leader