Manager, Customer and Employee Experience

About the Role

Key Responsibilities

• Designs and implements an annual, comprehensive customer experience and employee education strategy that aligns with brand and store goals - driving clarity, consistency, and measurable impact across all stores.
• Translates high-level objectives into actionable plans and measurable outcomes through a cascade in communication and the Leading Execution model.
• Clearly articulates strategy in a way that resonates with various levels of audiences. Connects 'the why' behind initiatives to team and stores.
• Anticipates future training needed based on business trends, customer experience, and employee feedback. Innovative thinking in learning delivery.
• Partners with Head of Store Operations and other Ops leaders to define, prioritize and implement strategic initiatives to support store strategy and deliver financial goals.
• Builds a high-performing store organization through consistency in the Selling Model, brand statements, and the Power of Observation to connect customers to brand.
• Delivers a differentiated customer experience through elevated product knowledge.
• Champions a culture of continuous learning and recognition to boost employee engagement and retention.
• Inspires and motivates teams to execute strategic direction through clear milestones, timelines, deliverables, and accountability.
• Ensures timely rollout, adoption, and reinforcement of training across all stores through Leading Execution Model.
• Coaches and develops individual contributors through thoughtful and timely feedback.
• Leads through change with clarity, empathy, and resilience.
• Partners with key stakeholders to ensure alignment and buy-in across functions to deliver store priorities and goals.
• Collaborates with Finance and HR on budgets and initiatives for rewards and recognition to connect employees to brand culture.
• Collaborates with Product partners on brand strategy and investments to drive product knowledge.
• Leverages performance metrics, feedback, and engagement data to refine team projects and programs.
• Uses data and insights to inform strategic decisions, identify knowledge gaps, and measure ROI of team’s work.
• Analyzes competitors to enable best in class employee and customer experience.

Requirements

• Ability to lead, coach, and inspire team. Skilled in guiding teams through change with clarity and empathy.
• Experience in designing and implementing large-scale training or education programs. Familiarity with adult learning principles, instructional design, and blended learning approaches and styles.
• Articulates and embraces challenges; learns and seeks information that can result in improved business results.
• Ability to develop long-term education and engagement strategies aligned with business goals.
• Effective communication and storytelling skills to present to senior leadership and large groups.
• Sets measurable performance objectives and strives to meet or exceed standards.
• Strong critical thinking skills and business curiosity to identify gaps and implement solutions.
• Strong relationship building skills with the ability to influence and collaborate at all levels.
• Experience managing complex, multi-phase training or engagement initiatives with high project management skill.
• Ability to streamline learning delivery and improve operational efficiency and store experience.
• Ability to identify and manage competing priorities and effectively manage time.
• Attention to detail in process creation and implementation validation.
• Highly flexible, self-directed, and adaptable to a rapidly changing environment.
• Ability to read, leverage, and react to data to influence business decisions.
• Excellent written and verbal communication skills.
• Flexibility to work days, nights, weekends, and holidays; ability to travel overnight as required.
• Field/store experience is preferred, but not mandatory.

Nice to Have

• Experience working with or managing content development for training materials.
• Familiarity with learning management systems and digital training tools.

Qualifications

• Proficient in Microsoft programs, including PowerPoint, Excel, and Word.
• Familiarity with learning management systems and digital training tools.
• Experience managing content development for training materials.

Benefits & Perks

• Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
• One of the most competitive Paid Time Off plans in the industry.
• Employees can take up to five 'on the clock' hours each month to volunteer at a charity of their choice.
• Extensive 401(k) plan with company matching for contributions up to four percent of an employee's base pay.
• Employee stock purchase plan.
• Medical, dental, vision and life insurance.