Sr Manager, Store Operations - Selling & Experience

About the Role

The Senior Manager, Store Operations - Selling, Experience and Learning & Development leads the strategy and execution of in-store experiences that drive both employee engagement and customer loyalty. This role connects field and HQ to ensure all programs, tools, and strategies are simple, effective, and grounded in real store needs.

By prioritizing employee engagement as the foundation of great customer experiences, this leader enables confident, high-performing teams that deliver personalized service, drive sales, and build lasting client relationships.

What You'll Do

Selling Strategy & Execution

• Serve as the face and voice of selling, leveraging strong communication, facilitation, and learning expertise to deliver compelling content that drives mindset and behavior change across both in-person and virtual environments.

• Design and optimize selling leadership programs, routines, and expert content that build capability, deepen product knowledge.

• Own and deliver strategies, playbooks, and tools that elevate customer experience, ensuring readiness for key brand moments and consistent execution across the fleet.

Customer Retention & Clienteling

• Own customer retention and clienteling strategies to grow loyalty and lifetime value

• Develop outreach, segmentation, and engagement strategies to deepen client relationships

• Leverage data and feedback to continuously improve the customer experience

Employee Engagement & In-Store Experience

• Lead programs that strengthen employee engagement, capability, and retention while enhancing onboarding, recognition, and cultural initiatives

• Create empowered store environments where teams deliver elevated, personalized service

• Partner with HR and Field Leadership to embed engagement into daily routines and behaviors

Field Partnership & Operational Excellence

• Serve as the voice of the field, ensuring strategies reflect store realities

• Simplify processes and build clear routines that drive accountability and consistency

• Align cross-functional partners to support seamless execution in stores

People Leadership

• Lead and develop a high-performing team focused on engagement, experience, and results

• Foster a culture of accountability, collaboration, and continuous improvement

Key Metrics

• Sales & conversion
• Customer retention & client engagement
• Clienteling adoption & outreach effectiveness
• Employee engagement & retention
• In-store experience consistency

Who You Are

• Extensive experience in learning and development, with strong expertise in content design

• Highly proficient in presentation and design tools including Microsoft PowerPoint, Canva, Articulate and similar creative platforms, with the ability to develop polished, content to brand code.

• Technically skilled across the Microsoft ecosystem—including Outlook, Teams, Word, Excel, SharePoint, and OneDrive, with the ability to leverage organizational tools to manage scheduling, communications, and workflow

• 50% Travel Expected for this role