Story Cannabis

Customer Success Manager

• Run Story's loyalty/rewards program, creating a differentiated experience that drives frequency and retention.
• Build loyalty mechanics that go beyond points-for-dollars—incorporating behavioral triggers, tier progressions, and experiential rewards that create habit and emotional connection.
• Develop and execute retention strategies and tactics that measurably reduce customer churn, increase visit frequency, and grow customer lifetime value.
• Own the loyalty program P&L, balancing reward generosity with margin protection and liability management.
• Monitor competitive loyalty programs and industry trends to ensure Story's program remains differentiated and compelling.
• Audit current lifecycle and loyalty strategies, identifying opportunities to improve retention and LTV.
• Lead customer journey mapping to optimize the full lifecycle—from acquisition to retention to advocacy—across digital and retail channels.
• Drive segmentation, targeting, and dynamic content strategies across all lifecycle stages to maximize engagement and retention.
• Build and manage automated marketing flows including onboarding, retention, re-engagement, win-back, and churn prevention campaigns.
• Manage end-to-end production of email and SMS/MMS campaigns to meet the messaging calendar.
• Monitor and analyze performance of lifecycle and loyalty programs, extracting actionable insights and continuously improving outcomes.
• Report channel KPIs to senior leadership with actionable insights and recommendations.
• Lead the migration to Klaviyo as our primary CRM platform, ensuring seamless transition with minimal interruption to marketing programs.
• Optimize CRM systems and tools to enhance customer engagement, send capabilities, and marketing tactics.
• Manage technology partner relationships for CRM, SMS, and loyalty platforms, maintaining regular communication to maximize platform capabilities.
• Collaborate with Paid Marketing, Retail Operations, Merchandising, and other teams to ensure cohesive messaging and alignment across all channels.
• Stay ahead of industry trends and emerging channels, continuously refining and innovating Story's lifecycle marketing approach.

CRM & Loyalty Manager

Procurement

• Lead and manage the retail buying team, providing training, oversight, and support.
• Develop and execute strategies to optimize product mix, cost, and promotions.
• Build and maintain national vendor relationships, ensuring balanced partnerships.
• Partner with wholesale leadership to support vendor development efforts.
• Partner with retail leadership to manage product performance and stock levels.
• Work with marketing leadership to drive new product and promotion launches.
• Analyze procurement, inventory, and vendor spend data to monitor efficiency.
• Coordinate closely with planning, finance, marketing, and stores to ensure alignment.
• Act as the point of escalation for vendor and product concerns.

Retail Procurement Manager

Supply Chain

• Provide leadership and oversight to production planners, who manage inventory flow.
• Lead strategic planning and procurement for production materials, packaging, and inputs.
• Develop and manage vendor partnerships with a focus on cost, quality, and reliability.
• Implement strategies for reducing obsolescence, improving turnover, and minimizing risk.
• Partner with operations leadership to align on material availability and production attainment.
• Establish KPIs and reporting for planners and suppliers to track efficiency and performance.
• Anticipate and mitigate supply chain risks by developing contingency sourcing plans.
• Collaborate with finance on budgeting, cost forecasting, and long-term planning.
• Work with compliance, operations, and inventory teams to ensure regulatory requirements.
• Lead initiatives to improve efficiency, streamline processes, and leverage data insights.

Supply Chain Manager

Director

• Lead, coach, and develop a team of Regional and Retail Operations leaders and District Managers, building strong bench strength and succession plans.
• Ensure consistent leadership expectations, performance management, and professional development across all retail management levels.
• Foster a culture of accountability, collaboration, and continuous improvement aligned with Story’s values and support VP of Retail.
• Serves as the primary owner of national retail operational governance, including SOP, compliance execution standards, audit readiness, and system adoption.
• Ensures operational issues are resolved through regional /district leadership rather than direct store-level intervention
• Partner closely with Marketing, Merchandising, HR, Compliance, IT, Finance, and Supply Chain to ensure retail needs are supported and brand standards are upheld.
• Act as a key liaison between corporate strategy and field execution, ensuring alignment, clarity, and follow-through.
• Partner with retail leadership to support sales growth, labor optimization, and margin improvement initiatives.
• Support budgeting, forecasting, and labor management efforts by ensuring operational alignment to financial targets.
• Analyze sales data, market performance, and customer insights to inform operational improvements and strategic decisions.
• Own and evolve the national retail operating model, ensuring consistent execution of standards, SOPs, and best practices across all markets.
• Develop, implement, and continuously improve standard operating procedures (SOPs), internal processes, and compliance training for all retail locations.
• Review daily, weekly, and monthly performance metrics across all stores, identifying trends, risks, and opportunities; drive corrective action plans where performance gaps exist.
• Oversee inventory, point-of-sale, and compliance systems to ensure accuracy, adoption, and audit readiness across all markets.
• Develop and execute standardized audit programs to enforce compliance, operational discipline, and reporting accuracy.
• Act as a liaison between corporate strategy and field execution.

Retail Director

Learning and Development

• Evaluate, evolve, and maintain development frameworks that support management capability, career progression, and leadership readiness.
• Assess the effectiveness and usability of existing frameworks, simplifying or adjusting them to improve adoption and impact.
• Ensure alignment across development components so training, career pathways, onboarding, and succession planning reinforce one another.
• Design and maintain career development frameworks that articulate skill expectations, readiness indicators, and growth pathways.
• Align training and development opportunities to career progression and role readiness.
• Design and deliver targeted training programs that support skill development, career progression, and leadership readiness.
• Own the development and continuous improvement of orientation and onboarding experiences.
• Ensure onboarding aligns with longer-term growth and readiness pathways.
• Support succession planning by defining readiness criteria and development pathways for critical roles.
• Partner with HR and business leaders to align development efforts with succession priorities.
• Use development data to inform readiness discussions.
• Track participation, outcomes, and adoption of development initiatives.
• Identify gaps, trends, and opportunities to improve effectiveness.
• Use feedback and data to refine frameworks, programs, and tools.
• Partner with HR Managers, business leaders, and operational teams to align development efforts with business strategy.
• Act as a subject-matter expert in talent and leadership development.

CRM & Loyalty Manager

Retail Procurement Manager

Supply Chain Manager

Retail Director

Talent Development Manager