Senior Manager Retail Experience & Clienteling

WHY JOIN ALO?

Mindful movement. It’s at the core of why we do what we do at Alo—it’s our calling. Because mindful movement in the studio leads to better living. It changes who yogis are off the mat, making their lives and their communities better. That’s the real meaning of studio-to-street: taking the consciousness from practice on the mat and putting it into practice in life.

OVERVIEW

We are seeking a passionate Customer Experience professional to own, elevate and drive the entire Alo retail journey. This senior leadership role will be responsible for developing and executing a comprehensive global strategy to deliver an exceptional, end-to-end customer experience across all in-store touchpoints, from journey model creation and onboarding support to elevated client appointment hosting. This role will be accountable for driving sales growth and ongoing loyalty from both new and existing clients, measuring and reporting on key performance indicators (KPIs) to track service quality, customer satisfaction, and overall experience. By leading analytics and data management reporting of customer experience, clienteling programs, & clienteling tech tools support, the Sr. Manager of Retail Experience & Clienteling relays the Alo vision to retail teams and brings forward local needs and feedback. This person must understand customer purchasing behaviors and have proven experience in working successfully with cross-functional teams to achieve deliverables in a service-centric retail environment.


Key Responsibilities

RETAIL EXPERIENCE

•  Define and execute a global strategy for customer experience across the retail journey from initial interactions to appointment facilitation and retention.
• Develop and sustain customer journey maps, pinpointing key touchpoints and optimizing interactions at every stage.
• Align CX initiatives with broader business objectives and company strategy. Monitor the effectiveness of direct-to-client communication efforts through feedback mechanisms and analytics, adjusting as needed to maximize engagement and impact.
• Develop and implement a recognition program to acknowledge and reward field employees for achieving experience milestones.
• Champion the voice of the customer, ensuring that customer needs and insights are central to decision-making and product development.
• Drive the creation and adoption of training curriculum on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
• Establish and monitor key performance indicators (KPIs) to track service quality globally, including customer satisfaction (NPS/CSAT), conversion, and category sell-through.
•  Leverage, analyze and report on customer feedback and analysis to inform strategic decisions and optimize service delivery.

CLIENTELING

• Build and implement clienteling journey and methods, including establishing frameworks from existing flows, implementing tools and overseeing technologies that nurture deeper relationship building in our retail stores.
• Own relationship with third-party clientele tool provider, maximizing the potential of the technology, ensuring seamless implementation, and driving development of clienteling initiatives and results consistently over time
• Foster a culture of continuous improvement and a client-centric atmosphere by driving accountability in partnership with Retail Leadership, working together to champion high standards and provide guidelines that ensure consistent and exceptional service delivery globally.
• Work closely with senior leadership and cross-functional teams (Operations, Education, Commercial Leaders) to ensure a cohesive and seamless employee and customer experience across all clienteling touch points.
•  Partner with Retail Training to develop store training guides for all clienteling tools and systems to drive adoption and usage in the field, acting as a point of contact for the corporate and field teams to drive strategy
• Hold regular retail calls and deliver comprehensive reports on all efforts related to clienteling, gathering feedback and gaining buy in from the field teams around new activations & enhancements.
• Drive sales KPIs and incremental sales growth by regularly evaluating clienteling performance metrics, reporting insights to the leadership team, and identifying opportunities for optimization
  
  

QUALIFICATIONS

• Bachelor’s degree in communications, marketing or related field.
• Proven experience in retail management, customer experience or CRM.
• Strong strategic acumen with an ability to lead change management.
• Excellent written and verbal communication skills.
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