Sr. Manager, Customer Experience
Top Benefits
About the role
About Us:
Founded in 2020, FIKA’s origin is a lifestyle brand redefining cannabis retail including flagship locations in Toronto’s Union Station and Distillery District. The FIKA Company is the home of 10 + Canadian retail banners, with over 200+ stores across Ontario, Manitoba, Saskatchewan, Alberta, B.C., and Yukon. At FIKA we provide exceptional service in a variety of welcoming, intuitive, and diversified store environments, this has allowed The FIKA Company retail family to evolve into the destination for every type of cannabis consumer
Summary
The Customer Experience Leader is the chief architect and guardian of the Happy High Movement. Your mission is to ensure that every guest interaction—whether they are walking into a physical store or clicking through a digital journey—is consistently HEART-led. You are responsible for the "magic in the middle," translating our core culture into clear standards, turning those standards into repeatable behaviors, and ultimately driving measurable outcomes that define world-class service.
Guided by our values of Hospitality, Education, Authenticity, Respect, and Teamwork (HEART), you will treat hospitality not just as a feeling, but as a leading business metric. You are the champion of the "Zero Unhappy Guests" philosophy, focusing on building long-term emotional loyalty and a seamless brand experience across all touchpoints.
As a strategic individual contributor, you will lead through influence. You will collaborate deeply with Retail Directors and District Leaders to ensure HEART-led execution is scaled across the entire organization.
Job Duties
Happy High Movement Ownership
- Champion and operationalize the Happy High Movement as a daily operating standard, not a slogan.
- Reinforce that happiness is intentionally built through connection, empowerment, and fast recovery.
- Embed the belief that connections create loyalty and experience drives long-term value.
Hospitality as a Leading Indicator (HEART in Action)
- Establish Hospitality as the primary leading indicator of customer experience success.
- Translate HEART into observable, coachable behaviors across the guest journey.
- Coach store leaders on how hospitality behaviors influence NPS, Google Reviews, loyalty, and lifetime value.
In-Store Experience & Path-to-Purchase
- Ensure consistent curb appeal, store readiness, cleanliness, flow, and visual standards.
- Assess and improve in-store navigation and path-to-purchase to reduce friction and build guest confidence.
- Conduct regular in-field CX audits and store walks focused on hospitality and education quality.
Product Assortment Through the Guest Lens
- Assess product assortment through customer experience and education lens.
- Partner with Merchandising to identify gaps, redundancies, or complexity that erode trust or confidence.
- Use guest feedback and frontline insights to inform assortment and education improvements.
Guest Sentiment, Measurement & Recovery
- Own guest experience measurement including NPS, guest surveys, and Google Reviews.
- Monitor sentiment trends and identify leading indicators of dissatisfaction.
- Ensure closed-loop recovery on negative feedback using the Happy High recovery standard: Swap it. Fix it. Gift it. Just do it.
Digital, Systems & Tools Experience
- Assess POS, scanners, Wi-Fi, terminals, and in-store digital tools through a CX lens.
- Identify friction points that slow service or hinder hospitality.
- Partner with Technology and Operations to prioritize fixes that improve guest and team experience.
Cross-Functional Collaboration
- Partner with Retail Operations, Merchandising, Marketing, Technology, and Training to ensure alignment.
- Work directly with the Head of Digital Experience to ensure the eCommerce site and digital path-to-purchase meet brand standards and deliver a best-in-class experience.
- Ensure seamless omnichannel transitions between digital discovery, purchase, and in-store fulfillment.
Why you’ll love working here
- A culture built on HEART, genuine hospitality, and community.
- The scope and influence to impact 300+ stores without the overhead of a large team.
- Executive support for experience led growth and recovery excellence.
- Competitive compensation and benefits (details provided during interview).
- Opportunity to work with a best-in-class team
- Internal advancement opportunities
- Wellness program including access to mental health resources
- Access to internal learning & development programs
- Team member discount and access to other perks like Perkopolis, Goodlife and many more!
Requirements
- 6–10 years in multi unit retail, customer experience, or hospitality leadership with measurable improvements to guest satisfaction.
- Hands on operator with audit/coaching credibility; strong data fluency (NPS, reviews, survey insights).
- An insured, reliable vehicle is required and valid driver's license.
- Influences without direct authority; collaborates seamlessly with District/Store leadership.
Location & Mobility: This is a Toronto-based, hybrid role. Because the guest experience happens where the people are, this position requires a high degree of mobility and a significant in-field presence across our retail footprint. Travel will be required as well as in-office work.
Application Process: Please submit a cover letter with your application and share with us your vision on how you would deliver the Happy High Movement.
The FIKA Company respects the diversity of the people it hires and serves. Inclusion to us means fostering a workplace in which individual differences are recognized, appreciated, respected, and responded to in ways that fully develop and utilize each person’s talents and strengths.
- This application may be evaluated using AI technology as part of our process. Final hiring decisions are made by people. Thank you for your interest and application, only those selected for next steps will be contacted. *
Sr. Manager, Customer Experience
Top Benefits
About the role
About Us:
Founded in 2020, FIKA’s origin is a lifestyle brand redefining cannabis retail including flagship locations in Toronto’s Union Station and Distillery District. The FIKA Company is the home of 10 + Canadian retail banners, with over 200+ stores across Ontario, Manitoba, Saskatchewan, Alberta, B.C., and Yukon. At FIKA we provide exceptional service in a variety of welcoming, intuitive, and diversified store environments, this has allowed The FIKA Company retail family to evolve into the destination for every type of cannabis consumer
Summary
The Customer Experience Leader is the chief architect and guardian of the Happy High Movement. Your mission is to ensure that every guest interaction—whether they are walking into a physical store or clicking through a digital journey—is consistently HEART-led. You are responsible for the "magic in the middle," translating our core culture into clear standards, turning those standards into repeatable behaviors, and ultimately driving measurable outcomes that define world-class service.
Guided by our values of Hospitality, Education, Authenticity, Respect, and Teamwork (HEART), you will treat hospitality not just as a feeling, but as a leading business metric. You are the champion of the "Zero Unhappy Guests" philosophy, focusing on building long-term emotional loyalty and a seamless brand experience across all touchpoints.
As a strategic individual contributor, you will lead through influence. You will collaborate deeply with Retail Directors and District Leaders to ensure HEART-led execution is scaled across the entire organization.
Job Duties
Happy High Movement Ownership
- Champion and operationalize the Happy High Movement as a daily operating standard, not a slogan.
- Reinforce that happiness is intentionally built through connection, empowerment, and fast recovery.
- Embed the belief that connections create loyalty and experience drives long-term value.
Hospitality as a Leading Indicator (HEART in Action)
- Establish Hospitality as the primary leading indicator of customer experience success.
- Translate HEART into observable, coachable behaviors across the guest journey.
- Coach store leaders on how hospitality behaviors influence NPS, Google Reviews, loyalty, and lifetime value.
In-Store Experience & Path-to-Purchase
- Ensure consistent curb appeal, store readiness, cleanliness, flow, and visual standards.
- Assess and improve in-store navigation and path-to-purchase to reduce friction and build guest confidence.
- Conduct regular in-field CX audits and store walks focused on hospitality and education quality.
Product Assortment Through the Guest Lens
- Assess product assortment through customer experience and education lens.
- Partner with Merchandising to identify gaps, redundancies, or complexity that erode trust or confidence.
- Use guest feedback and frontline insights to inform assortment and education improvements.
Guest Sentiment, Measurement & Recovery
- Own guest experience measurement including NPS, guest surveys, and Google Reviews.
- Monitor sentiment trends and identify leading indicators of dissatisfaction.
- Ensure closed-loop recovery on negative feedback using the Happy High recovery standard: Swap it. Fix it. Gift it. Just do it.
Digital, Systems & Tools Experience
- Assess POS, scanners, Wi-Fi, terminals, and in-store digital tools through a CX lens.
- Identify friction points that slow service or hinder hospitality.
- Partner with Technology and Operations to prioritize fixes that improve guest and team experience.
Cross-Functional Collaboration
- Partner with Retail Operations, Merchandising, Marketing, Technology, and Training to ensure alignment.
- Work directly with the Head of Digital Experience to ensure the eCommerce site and digital path-to-purchase meet brand standards and deliver a best-in-class experience.
- Ensure seamless omnichannel transitions between digital discovery, purchase, and in-store fulfillment.
Why you’ll love working here
- A culture built on HEART, genuine hospitality, and community.
- The scope and influence to impact 300+ stores without the overhead of a large team.
- Executive support for experience led growth and recovery excellence.
- Competitive compensation and benefits (details provided during interview).
- Opportunity to work with a best-in-class team
- Internal advancement opportunities
- Wellness program including access to mental health resources
- Access to internal learning & development programs
- Team member discount and access to other perks like Perkopolis, Goodlife and many more!
Requirements
- 6–10 years in multi unit retail, customer experience, or hospitality leadership with measurable improvements to guest satisfaction.
- Hands on operator with audit/coaching credibility; strong data fluency (NPS, reviews, survey insights).
- An insured, reliable vehicle is required and valid driver's license.
- Influences without direct authority; collaborates seamlessly with District/Store leadership.
Location & Mobility: This is a Toronto-based, hybrid role. Because the guest experience happens where the people are, this position requires a high degree of mobility and a significant in-field presence across our retail footprint. Travel will be required as well as in-office work.
Application Process: Please submit a cover letter with your application and share with us your vision on how you would deliver the Happy High Movement.
The FIKA Company respects the diversity of the people it hires and serves. Inclusion to us means fostering a workplace in which individual differences are recognized, appreciated, respected, and responded to in ways that fully develop and utilize each person’s talents and strengths.
- This application may be evaluated using AI technology as part of our process. Final hiring decisions are made by people. Thank you for your interest and application, only those selected for next steps will be contacted. *