Manager, In-Store Experience

About the role

The Manager of In-Store Experience executes the vision, strategy, and delivery of best-in-class associate and customer experiences across all retail locations. The role oversees associate and customer initiatives, service standards, in-store engagement, and feedback systems to ensure consistent, high-quality service that drives satisfaction, retention, and sales growth.

Responsibilities

• Team Leadership & Development – Lead and develop the team by setting priorities, delegating work, coaching, and driving accountability for results.
• Associate & Customer Experience Strategy – Develop and execute strategies that improve the associate and customer experience, strengthen service standards, and drive consistent execution across stores.
• Customer Insights & Experience Improvement – Lead customer feedback, reporting, and listening programs through the Qualtrics platform; ensure customer concerns are addressed appropriately, identify trends and opportunities, and translate insights into actionable improvements.
• Recognition Programs – Manage Store and Field recognition programs, including reporting, communications, awards, and fulfillment.
• Store Compliance, Safety & Regulatory Programs – Support store-facing safety, regulatory, and compliance programs, ensuring processes are executable while supporting a safe, positive, and consistent in-store experience for associates and customers.
• Cross-Functional Leadership & Field Execution – Serve as the voice of associates and customers across the organization, partnering with Operations, HR, Marketing, Safety, Digital, and other teams to simplify processes, remove friction, and improve the end-to-end store experience.

Qualifications

• Bachelor’s degree in business, Marketing, Retail Management, or related field; MBA preferred.
• 5 years of experience in customer experience, retail operations, or related field, with 3 years preferably in a leadership role.
• Strong analytical skills and experience working with data, insights, and reporting tools.
• Excellent communication, leadership, and cross-functional collaboration skills.
• Passionate about creating outstanding associate and customer experiences and driving brand advocacy.
• Preferred: Familiarity with NPS, CSAT, or VOC (Voice of Customer) methodologies.
• Preferred: Proven track record of improving associate and customer satisfaction and loyalty metrics across retail environments.

Benefits

• Health, Dental, & Vision insurance.
• Flexible spending account.
• Life and disability insurance.
• 401(k) plan.
• Paid time off (PTO) and paid holidays annually.
• Employee stock purchase plan.
• Yearly bonus eligibility based on company goals.
• Employee Assistance Program.
• Retirement plans with matching contribution.
• Educational assistance.
• Access to PerkSpot employee discount platform.

Pay

Start rate: $115,000 – $129,000 based on experience, plus 20% bonus and equity.

Schedule

Full‑time position.