Retail Experience Manager - Positive Work Culture

This position is responsible for the customer experience service strategy in our retail stores, with a major focus and emphasis on our Lessons program. This will include how we hire, train, and develop store team members, teachers, and field leaders to provide the best associate and customer service experience in our industry. The Experience Manager will work with retail and company leadership to set the vision for Music & Arts retail customer relationship management, service expectations, policies and procedures, and lead our store teams into the future of retail sales.

Responsibilities

• Set the vision and standards for how the retail team interacts with our customers through standards, trainings, policies, and initiatives.
• Work closely with retail leadership and retail operations teams to roll out new initiatives and policies that support business objectives and improve customer lifetime value.
• Drive cultural change by constantly improving the team member & customer experience in our stores.
• Enhance our communication strategy, ensuring teams know what is expected of them and how they can best be successful, while also creating a sense of community centered on our mission.
  • Own the schedule and messaging for all outbound retail communications including weekly Retail Updates & Retail Leadership weekly meeting agendas and presentations.
  • Responsible for Task Management strategy and implementation in Microsoft Planner; working closely with Retail Operations team.
• Build and launch comprehensive training programs and materials for our salespeople that continuously raise the bar for how we serve our customers.
  • Create product knowledge and other certification programs that encourage our team gaining the knowledge to better serve our customers.
  • Conduct on-site and virtual training sessions to reinforce our mission with retail leaders and associates on standards, product features, and promotional campaigns.
  • Provide hands-on coaching and feedback during store visits to reinforce training concepts and address performance gaps.
• Responsible for the inception and execution of all recognition programs for retail.

Minimum Requirements:

• Bachelors Degree (or equivalent experience)
• 6 years relevant work experience in Retail Leadership, Operations, Training & Development, or similar field

An ideal candidate should be:

• Charismatic and an effective communicator
• A strong trainer; comfortable on a Zoom call with 1,000 attendees or coaching 1:1
• Able to articulate a vision then bring it to life strategically and operationally
• Innovative in problem solving, and how solutions impact business results
• Connected to our core customer & team members at all times
• Inspiring and motivating, able to connect everything back to our core values in music education
• Very Comfortable with the Microsoft Office suite: Word, PowerPoint, Excel, and Publisher
• Able to travel, up to 25% of the time.