Ryan Jaques

• Managing the retail team in the delivery of exceptional customer service, to ensure a kinder experience for the customer, and making cannabis accessible, approachable and enjoyable
• Addressing staffing and scheduling requirements, including hiring, onboarding and training of new staff, and managing payroll
• Overseeing product and accessory purchase orders to carry a variety of high-quality products, along with tracking sales and inventory to ensure profitability and compliance
• Maintaining security and safety logs according to provincial standards
• Staying well-informed and compliant with all regulatory requirements and standards necessary for the legal and safe sale of cannabis products.

• Cultivating a welcoming and informative retail environment, catering to both new and experienced cannabis users.
• Providing tailored suggestions for cannabis products that align with customers’ preferences, budget constraints, and sensitivity to different cannabis strains.
• Educating customers on the responsible and safe usage of cannabis products, ensuring a well-informed customer base.
• Efficiently handling transactions through the dispensary’s Point of Sale (POS) system, ensuring accuracy in processing payments.
• Verifying customers’ IDs to confirm legal age compliance.

• Oversaw the delivery of custom website projects, coordinating with designers and developers for successful scoping, planning, and delivery.
• Managed special projects, including integrating CRM, Billing, and Project Tracking systems to streamline customer onboarding.
• Engaged in digital transformation initiatives like the Canadian Digital Adoption Program (CDAP), creating tailored Digital Adoption Plans.
• Improved overall project practices and SOPs, focusing on scalability within the department and organization.

• Focused on implementing strong UX best practices in the design of checkout and payment experiences for merchant projects.
• Coordinated between merchant clients, the design team, and other Engagement Managers, ensuring the integration of the Trustly experience within client interfaces.
• Developed practices and resources for the role, setting benchmarks for future EM/UX team members.

• Managed client website migration projects, overseeing the design, development, and launch of new client websites on the Q4 platform.
• Focused on planning, tracking, and reporting project timelines and deliverables, managing client communications and relationships.
• Improved individual project output rate and reduced average project delivery timeline by approximately 25%, exceeding quarterly and year-end project launch targets.

Key Accomplishment: maintaining a 25 site per quarter launch schedule through 5 fiscal quarters, totalling 125+ websites launched in ~15 months.

• Supported project managers in the Launch 48 project team, overseeing the delivery of website projects and managing the Launch 48 offering.
• Focused on key performance indicators, project capacity, identifying new opportunities with existing clients, and expanding the Launch 48 offering.
• Enhanced project practices and SOPs focusing on scalability within the department and organization.

Key Accomplishment: Growing the team to 2 additional full-time Project Managers and training additional team members in Launch 48 Process.

• Grew the Launch 48 project process from its inception into a defined, efficient project methodology.
• Managed a wide range of client web projects across various industries, including eCommerce, real estate, and financial services.
• Managed the successful and on-time delivery of client website projects within a 48-hour timeline.
• Worked directly with clients to plan and prepare content, design, and build websites, and trained clients on managing their websites.
• Gained experience in Tier 1 client support and deeper levels of development.

• Created and scheduled weekly social media posts for Twitter, Facebook and LinkedIn, using Hootsuite. Increased Tweet output by 25 posts per week.
• Quality Assurance of email blasts and monthly e-newsletters, white papers, sales decks, conference and event brochures, and social media posts.
• Created weekly internal “In The News” email blast, keeping employees up-to-date on industry topics such as IT Service Management; Cyber Security, Risk & Resilience; IT Asset Management; and frameworks like ITIL, COBIT and Lean IT.
• Created database of current white papers in Excel, automating notifications for “out-of-date” and “confirmed” papers for easier distribution planning. Ensured all papers were up-to-date and accessible.
• Arranged shipment of branded promotional materials to conferences and courses, external trade shows and industry events. Worked with external suppliers to source new potential pieces of collateral.