Liquor Store Customer Experience Lead

Liquor Store Customer Experience Lead - Mesquite

Department: Retail - Liquor Store

FLSA Status: Non-Exempt

Reports To: Liquor Store General Manager

Supervisory Responsibilities

None. This position has no direct reports and no formal supervisory authority.

The Liquor Store Customer Experience Lead is the senior team member on the floor during an assigned shift and provides functional direction to Liquor Store Customer Experience Hosts on task assignment, floor and register coverage, procedure, and product knowledge. This is functional guidance only. It does not constitute supervisory authority, and this position does not hire, discipline, evaluate, or approve time for other employees. Personnel decisions and licensing decisions rest with the Liquor Store Assistant General Manager and the Liquor Store General Manager, and are escalated to them.

Reporting Structure and Functional Alignment

Organizational Liquor Store Retail Reporting Line:

Liquor Store Customer Experience Lead > Liquor Store Assistant General Manager > Liquor Store General Manager > Vice President of Growth

Direction and task prioritization come from the Liquor Store Assistant General Manager and the Liquor Store General Manager. During an assigned shift, this position is the first point of escalation for Liquor Store Customer Experience Hosts and for customer issues, and escalates in turn to store leadership.

This position supports a retail operation that is separate from the Company's licensed cannabis dispensaries; it carries no cannabis operational scope.

Position Summary

The Liquor Store Customer Experience Lead is the senior hourly team member on the floor during an assigned shift, responsible for keeping the store running to standard - floor and register coverage, customer service, store condition, and compliance - when store leadership is not physically present or is occupied elsewhere in the building.

This position does not carry manager-on-duty authority for personnel or licensing matters. It directs the flow of work on the shift, models and reinforces the store's compliance and service standards, and escalates decisions that belong to store leadership rather than making them.

Essential Duties and Responsibilities

Shift Coverage and Customer Service

• Direct coverage of the register, sales floor, cooler, and stockroom during the shift so the store remains adequately staffed at all times.
• Open and close registers and complete cash drawer counts in accordance with cash-handling controls.
• Respond to customer service issues, price checks, and product questions escalated by Liquor Store Customer Experience Hosts, and resolve them within the limits of this position's authority.
• Complete opening and closing tasks as assigned, including securing the sales floor and register area.

Compliance on the Floor

• Model and reinforce age and identification verification on all age-restricted product sales in full compliance with applicable law, license conditions, and Company policy.
• Serve as the point of escalation when a Customer Experience Host is uncertain about a transaction.
• Intervene in and stop any sale to a person who is underage, cannot produce valid identification, or appears visibly intoxicated, and document the refusal as required by Company policy.
• Ensure the shift's sales activity stays within posted hours-of-sale restrictions and all other conditions imposed by the licensing jurisdiction.
• Escalate compliance concerns, incidents, refusals, and personnel or security matters to store leadership promptly and accurately.
• Support and cooperate with regulatory and law enforcement inspections.

Store Condition, Receiving, and Stocking

• Coordinate receiving, keg handling, and shelving of deliveries during the shift, and verify quantities and product received against packing slips and invoices.
• Maintain shelf stock levels, pricing accuracy, shelf tags, signage, and merchandising standards on the floor.
• Rotate stock and pull damaged, expired, or out-of-code product.
• Keep the sales floor, register area, cooler, stockroom, and receiving area clean, organized, and free of safety hazards.
• Report equipment issues and safety hazards to the Liquor Store Assistant General Manager or Liquor Store General Manager.
• Assist with physical inventory counts as scheduled.

Team Support and Continuous Improvement

• Provide on-the-job coaching to Liquor Store Customer Experience Hosts on product knowledge across wine, beer, spirits, and tobacco, register procedures, age verification, and customer service standards.
• Assist store leadership in training new team members and reinforcing procedure changes.
• Support tastings, vendor events, and in-store activities as assigned.
• Identify and raise opportunities to improve floor process, stocking efficiency, and customer experience.
• Perform other duties as assigned.

Schedule and Work Hours

This is a non-exempt position. A flexible schedule is required, including opening and closing shifts, evenings, weekends, and holidays, in accordance with the posted schedule and business needs. This position is commonly scheduled during periods when store leadership is not on site.

All hours worked are recorded and paid in accordance with the Fair Labor Standards Act and Nevada law, including overtime, any on-call response time, and travel between locations during the workday. Advance approval of overtime is a policy expectation, not a condition of payment; all time worked is paid. Working off the clock is prohibited.

This position is tip eligible. Tips are paid in addition to wages and are shared through a tip pool among eligible non-supervisory employees. Wages are not reduced by a tip credit: all hours worked are paid at no less than the applicable Nevada minimum wage, regardless of tips received. Managers and supervisors do not participate in the tip pool and retain no portion of employee tips.

Compliance and Continuing Eligibility

Employment is contingent upon obtaining and maintaining a valid alcohol awareness card and any other credential required by the licensing jurisdiction, and upon ongoing compliance with Company policy and all applicable federal, state, and local alcohol laws and license conditions. The incumbent must notify Human Resources promptly of any change affecting credential status, licensure, or work eligibility, including any citation, charge, or administrative action arising from alcohol sales.

All assigned compliance, safety, and policy training must be completed and kept current. Confidential Company, employee, customer, and vendor information must be safeguarded at all times. Because this position holds keyholder-level access and directs the flow of work on a shift when store leadership is not on site, it carries a heightened standard of stewardship. Failure to obtain or maintain required eligibility, or to comply with applicable law, license conditions, or Company policy, may result in disciplinary action up to and including termination.

Equal Employment Opportunity Statement

The Company is an Equal Employment Opportunity employer. Employment decisions are made without regard to any status protected by applicable law.

Minimum Qualifications

• Must be at least 21 years of age.
• Must obtain and maintain a valid alcohol awareness card as required by the applicable Nevada county or municipality, and any other required local or jurisdictional work cards.
• Must successfully complete all required background checks.
• Minimum six (6) months of retail, grocery, hospitality, or customer service experience.
• Experience in a lead, keyholder, or similar informal guidance capacity preferred.
• Willingness and ability to verify identification and to enforce age-restricted sale standards confidently and consistently, including in the face of customer objection.
• Working proficiency with point-of-sale systems and comfort with cash handling and drawer reconciliation.
• Ability to direct the flow of work on a shift and to communicate clearly with customers and team members.
• Sound judgment and the reliability to recognize what to decide and what to escalate.

Equivalent combinations of experience, training, and education will be considered, including relevant internal experience with Deep Roots Harvest. Emphasis is placed on demonstrated skill and capability.

Work Environment and Physical Requirements

This position operates in a retail liquor store environment, working across the sales floor, stockroom, walk-in cooler, register area, and receiving area, including secured and restricted-access areas. Travel is not a regular requirement of this position.

The position requires standing and walking for the full duration of a shift, and frequent bending, stooping, kneeling, reaching, twisting, climbing a ladder or step stool, and pushing and pulling loaded carts, hand trucks, and pallet jacks. The position requires lifting and carrying up to 50 pounds frequently, with assistance or mechanical aid for heavier loads, and frequent handling of cases, kegs, and boxes. Manual dexterity is required for point-of-sale and keyboard use, box cutters, and handling glass containers. The position requires the ability to communicate and hear in a noisy retail environment and to identify equipment status indicators with or without assistive tools.

Working conditions include exposure to refrigerated cooler temperatures and temperature variation, cleaning chemicals and solvents, glass breakage, noise, and the movement of powered and manual material-handling equipment. Alcohol products are present throughout the environment as an inherent condition of the work. Personal protective equipment is provided and required where applicable. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of this position.