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.

SALES RESPONSIBILITIES

• 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.

CUSTOMER SERVICE RESPONSIBILITIES

• 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.

STORE OPERATIONS & SHIFT LEADERSHIP

• 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.

INVENTORY RESPONSIBILITIES

• Assists the AM/GM with maintaining accurate inventory throughout the Harper Woods location.
• Properly and efficiently moves products between approved rooms or locations both physically and within the store's POS/inventory system.
• Ensures physical product movement matches system inventory movement.
• Performs cycle counts accurately and according to company procedures.
• Immediately reports inventory discrepancies to the AM/GM for review and appropriate corrective action.
• Communicates inventory needs to management, particularly when popular or high-volume products are running low.
• Assists with receiving, stocking, organizing, and maintaining inventory as assigned.
• Ensures products are stored and displayed in their proper locations.
• Helps identify inventory discrepancies, misplaced products, low-stock items, or other inventory concerns before they negatively impact store operations.
• Follows all company procedures regarding inventory handling, product movement, storage, and documentation.

LEADERSHIP EXPECTATIONS

A Keyholder is expected to set the standard for Sales Associates at The Chronic MI – Harper Woods.

Keyholders must consistently demonstrate:

• Dependability and punctuality.
• Strong customer service.
• Product knowledge.
• Sales performance.
• Accurate cash handling.
• Inventory awareness.
• Compliance with company policies and procedures.
• Professional communication.
• Positive leadership and teamwork.
• Good judgment and appropriate escalation of issues.
• Ability to remain calm and professional during busy or challenging situations.
• Willingness to coach, assist, and support other members of the retail team.

The Keyholder position carries additional responsibility and trust. Employees in this role are expected to demonstrate the judgment, reliability, professionalism, and operational knowledge necessary to assist management with successfully operating The Chronic MI – Harper Woods.