Manager, Store Experience

About the Role

In this role, you will deliver store strategies to enable brands to deliver strong earnings and create competitive advantages. The team integrates and operationalizes all planned activities to enable stores, field leadership and HQ business partners to optimize performance and results.

What You'll Do

• Support development and lead in-store execution for all service programs including Service Model and Customer Surveys.

• Lead in-store execution of the Commercial Plan including store communication and code creation.

• Collaborate with customer experience teams – including Commercial Planning, Loyalty & Payments, Customer Insights and use data to help drive field strategies.

• Propose adjustments to the promotional cadence and communication based on business and competitive landscape along with leadership alignment.

• Understand competitor activity and all in-store opportunities to better collaborate with cross functional business partners and make recommendations for future improvements.

• Understand competitor activity to propose and execute quarterly pricing tests to learn and apply for future promotional activity.  

• Assess promotional-related marketing collateral to ensure the overall aesthetic and clarity of message meets brand standards.

• Compile and provide hindsight on service programs, promotions, and pricing testing to positively influence future strategies.

• Attend company-led studio and in-store walkthroughs to act as an advocate for stores and influence promotional strategy and signage placement.

• Conduct store visits quarterly to gain feedback from store teams and Senior Field Leaders.

• Create presentations and facilitate trainings for the field of any new strategies pertaining to the role during company-wide events such as Field Leader Conference.

Who You Are

• Continuous Learning - articulates and embraces challenges; learns from and seeks information that can result in improved business results

• Innovation - demonstrates ability to effectively brainstorm and then implement new ideas and solutions with the team

• Customer Impact – identifies opportunities within the store environment and offers solutions to improve the overall customer experience

• Commercial Impact – understands the importance of achieving commercial and business goals

• Detail Orientated – demonstrates attention to detail in the creation of processes and monitors implementation to ensure proper execution.

• Self-Accountability – sets specific and measurable performance objectives and strives to always meet or exceed the performance standard

• Problem Solving – articulates successful response to challenging situations utilizing available knowledge while considering alternative solutions

• Time Management – demonstrates ability to manage multiple tasks and projects, to prioritize and adapt appropriately

• Ambiguity – adapts and continues to perform through change and ambiguity

• Retail Stores experience preferred

• Proficient in Excel, Word and PowerPoint