Job Overview
The Key Holder is responsible for delivering a world-class customer experience by providing exceptional service and creating a welcoming environment. The Key Holder will support the management team in implementing and executing store policies and procedures, while ensuring a positive and efficient operation.

Core Values:

- Accountability: Demonstrate professionalism, meet deadlines, and act with integrity.
- Collaboration: Communicate effectively, provide constructive feedback, and work inclusively.
- Compassion: Show empathy and prioritize the needs of others.
- Integrity: Build trust through transparent actions and ethical behavior.
- Grit: Overcome challenges with resilience and a positive attitude.

Responsibilities and Duties:

- Customer Experience: Educate and guide customers through their cannabis experience, building rapport and tailoring services to meet individual needs.
- Store Operations: Ensure the store is clean and tidy at all times, process payments using the POS system, and adhere to merchandising guidelines.
- Team Support: Assist in recruiting new team members, contribute to a positive store culture, and provide exceptional service to both customers and team members.
- Training and Development: Train team members on all aspects of the business, ensuring strong team cohesion and supporting succession planning, and improving key metrics such as revenue, UPT, average basket, and membership attachment rate.
- Policy Implementation: Implement store policies and processes, manage scheduling needs, and monitor and evaluate key metrics.
- Feedback Programs: Support the execution and delivery of employee feedback programs and other company initiatives.
- Visual Merchandising:



Uphold high standards in visual merchandising and store presentation.
- Opening and Closing: Perform opening and closing as required, demonstrating flexibility in scheduling to support business needs.
- Other Duties: Perform any other duties as required.

Soft Skills & Interpersonal Expectations:

Success in this role relies heavily on strong interpersonal and soft skills. Team members are expected to communicate clearly and professionally, actively listen to customer needs, and demonstrate empathy, patience, and adaptability in every interaction. A positive, friendly attitude and confidence in sharing cannabis knowledge are key to creating a welcoming and inclusive environment. Equally important is the ability to work respectfully and collaboratively with coworkers—offering support, embracing feedback/coaching, and contributing to a culture of trust, accountability, and teamwork. We value individuals who bring emotional intelligence, cultural awareness, and a solution-oriented mindset to both customer service and internal team relationships.

Customer-Facing Interpersonal Skills:

- Active Listening: Ability to attentively listen to customer needs and provide thoughtful recommendations.
- Empathy: Understanding and responding to a wide range of customer needs, moods, and experiences.
- Transparent Communication: Speaking with clarity, friendliness, and professionalism.
- Patience:



Remaining calm and composed, especially when assisting new or uncertain customers.
- Discretion & Judgment: Handling sensitive topics responsibly and professionally.
- Conflict Resolution: Ability to de-escalate tense situations and find solutions quickly.
- Positive Attitude: Creating a welcoming and inclusive environment for all customers.

Team-Facing Interpersonal Skills:

- Team Collaboration: Willingness to contribute positively to team goals and support coworkers.
- Respectful Communication: Communicating ideas and feedback respectfully and constructively.
- Accountability: Owning one’s responsibilities and being reliable.
- Flexibility & Cooperation: Open to covering shifts, assisting others, or adapting to changes.
- Constructive Feedback: Giving and receiving feedback with a growth mindset.
- Dependability: Being punctual, prepared, and consistent in work habits.
- Supportive Attitude: Helping newer team members or stepping up when someone needs a hand.
- Conflict Navigation: Ability to resolve disagreements calmly and professionally within the team.
- Cultural Awareness & Inclusivity: Fostering a respectful environment for team members of all backgrounds and identities.

Qualifications

- Minimum 2 years of retail or customer service experience
- Must be at least 19 years of age to meet all legal requirements for cannabis employment
- Must have valid Selling it Right
- Proficiency in POS systems and basic computer skills.
- Ability to adapt to changing priorities and work effectively in a fast-paced environment.

Job Type: Part-time

Pay: From $19.25 per hour

Benefits:

- Store discount

Work Location: In person

📌 Part Time Key Holder (Canada)
🏢 Kiaro Cannabis
📍 Canada