Sales & Customer Operations Manager

Job Title

Sales & Customer Operations Manager at Embarc

Redwood City, CA

Embarc is a community‑focused cannabis dispensary in California that emphasizes quality, diversity, and fair pricing. The Sales & Customer Operations Manager oversees front‑end customer‑facing operations, drives sales growth, implements training programs, and ensures efficient retail support.

• Lead and manage front‑of‑house initiatives to deliver exceptional service experiences and employee engagement.
• Develop and implement strategies to enhance customer engagement and satisfaction.
• Monitor and analyze customer feedback to drive continuous improvement.
• Collaborate with marketing and supply chain teams to develop sales strategies that align with business goals.
• Collaborate with Finance and leadership on sales targets, monitor performance and ensure targets are met or exceeded.
• Analyze sales data to identify trends and opportunities for growth.
• Create sales plans that align with Embarc’s mission and values, focusing on enhancing the customer experience and promoting brand loyalty.
• Lead weekly Sales and Marketing meetings.
• Design and implement comprehensive training programs for retail staff to improve product knowledge and sales techniques.
• Mentor and coach team members, fostering a culture of continuous learning and development.
• Evaluate training effectiveness and modify programs as needed to maximize impact.
• Develop, document and implement SOPs for front‑of‑house operations to standardize service delivery and operational practices.
• Train staff on SOPs and ensure compliance across all locations.
• Regularly review and update SOPs to reflect changes in business processes and industry best practices.
• Ensure efficient store operations, including inventory management, merchandising and visual standards.
• Develop and enforce operational policies and procedures to improve efficiency and consistency.
• Coordinate with supply chain and logistics teams to optimize stock levels, delivery schedules, and product assortment.
• Assist in planning and execution of new store openings.
• Plan and execute in‑store events and collaborate with community partners to align with Embarc’s mission.
• Collaborate with cross‑functional teams and communicate effectively with stakeholders at all levels.
• Provide insights and recommendations from the front‑end operations perspective to support strategic initiatives.
• Participate in regular meetings to discuss performance metrics, operational challenges, and project updates.
• Perform other duties as assigned by direct supervisor to support overall success of the retail operations department.

• Bachelor’s degree in Business Administration, Retail Management or related field, or 5 years’ experience in retail store operations.
• Proven experience in retail management with a focus on customer‑facing operations.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency with retail management software and data analytics tools.
• Ability to develop strategic plans and translate them into actionable objectives.

• Willingness to work flexible hours, including weekends and holidays.
• Ability to travel to various store locations for oversight and support.

Competitive salary, benefits package and professional growth and development options.

Mid‑Senior level

Full‑time

Management, Retail