Senior Manager, Radical Hospitality Programs
Leadership & Strategic Execution
Lead the execution and continuous improvement of customer experience programs that support Radical Hospitality across the retail fleet.
Translate customer experience strategy into clear store behaviors, tools, routines, and measurable outcomes.
Build scalable processes and feedback loops connecting customer insights, training, field execution, and continuous improvement.
Partner cross-functionally to implement customer journey initiatives across Retail Operations, Training, Visual Merchandising, Technology, Marketing, and Field Leadership.
Balance day-to-day execution with longer-term program improvements that enhance both customer and employee experiences.
Lead, coach, and develop direct reports while building team capability and operational excellence.
Service Experience
Lead execution of the in-store customer experience from first impression through checkout.
Develop and continuously improve front-of-house standards for greeting, zoning, mobile device usage, BootRunner, and customer engagement.
Partner with Visual Merchandising to ensure the physical environment consistently supports the desired customer experience.
Evaluate customer and field feedback to recommend and implement improvements to salesfloor execution.
Hospitality
Partner with the Hospitality Manager to innovate and evolve hospitality programs, seasonal initiatives, corporate partnerships, and service offerings.
Manage gifting, gift wrapping, and other experience-enhancing programs while identifying opportunities to improve the customer experience.
Support the implementation and operational consistency of hospitality initiatives across the retail fleet, including optimizing customizations and improving the in-store experience related to these initiatives.
Measure program performance and recommend enhancements based on customer feedback and business results.
Clienteling
Lead execution of the clienteling program and operating model in partnership with Retail Operations and Technology.
Monitor KPIs and continuously improve adoption through performance reporting and field feedback.
Partner with Training to embed clienteling behaviors into everyday store operations.
Identify opportunities to strengthen long-term customer relationships through improved tools, processes, and execution.
Customer Survey & Review Program
Lead execution of the customer feedback program, translating customer insights into operational improvements.
Manage review platform strategy across Google and Yelp in partnership with cross-functional stakeholders.
Identify trends and opportunities that strengthen coaching, operational standards, and customer experience.
Develop regular reporting and actionable insights for Retail Leadership to evaluate program performance and inform future improvements.
Qualifications
- 6+ years of progressive experience in retail operations, hospitality, customer experience, or a related field.
- Experience leading complex, cross-functional programs and driving operational improvements.
- Experience building scalable processes, operating standards, and performance measurement.
- Strong communication, analytical thinking, project management, and organizational skills.
About Us
Based in Austin, TX, Tecovas brings the spirit of the West to the modern consumer. Handcrafting the best Western footwear, workwear, apparel, and accessories, Tecovas has grown rapidly since its founding as the first digitally native Western brand in 2015, serving customers through www.Tecovas.com, Tecovas Stores from coast to coast, and select wholesale partners.
Full Time Benefits & Perks
- Insurance plans that pay 79–90% of your health premium coverage and 100% of your dental & vision insurance coverage for your family/dependents
- 401(k) match
- Paid Parental Leave
- Flexible PTO policy
- Corporate wellness program
- Competitive salary: $115,000-130,000/annum (commensurate with experience)
- Eligibility to participate in Corporate Bonus Program
- Generous employee discounts!
About Tecovas
Tecovas was founded with the simple goal of making the world's best western boots, apparel, and leather goods - and selling them at a fair price. We are a brand revolutionizing a category and welcoming first-time boot buyers and Western enthusiasts alike.