Field Experience Manager

Music & Arts • Frederick, MD

22d

About The Position

The Retail Sales Experience Manager translates company strategies and cross-functional initiatives into clear, engaging, and executable programs for Music & Arts’ retail field organization. The role develops retail playbooks, presentations, training materials, communication plans, and field engagement strategies that help store teams and field leaders execute company priorities consistently while delivering an exceptional customer and employee experience. It partners with departments including Marketing, Merchandising, Lessons, Human Resources, Training, Information Technology, and Retail Operations to turn initiatives into practical store-level expectations, tools, behaviors, and execution standards.

The position also owns the retail recognition and engagement platform, creating programs that celebrate performance, reinforce company priorities, and strengthen the retail employee experience. The successful candidate combines strong communication, presentation, operational, creative, and project-management skills with an understanding of how to drive adoption across a geographically dispersed retail organization. The role may involve travel up to 25% of the time.

Requirements

• Bachelor’s degree in Business, Retail Management, Communications, Marketing, Learning and Development, or a related field is preferred; equivalent relevant work experience and demonstrated success will also be considered.
• Demonstrated experience developing playbooks, training programs, field communications, presentations, or large-scale initiative launches.
• Advanced proficiency in Microsoft PowerPoint.
• Strong proficiency in Microsoft Word, Excel, Teams, Zoom, and related collaboration and communication platforms.
• Strong writing, editing, presentation, facilitation, and public-speaking skills.
• Demonstrated ability to lead projects across multiple departments and stakeholder groups.
• Ability to travel up to 25% of the time.

Nice To Haves

• Experience supporting a multi-unit or geographically dispersed retail organization.
• Experience managing a retail communication, task-management, learning, recognition, or employee engagement platform.
• Equivalent relevant work experience and demonstrated success may be considered in place of the preferred bachelor’s degree.

Responsibilities

• Own the development of retail playbooks that translate company strategies and departmental initiatives into actionable field execution plans.
• Establish playbook standards covering objectives, responsibilities, execution steps, timelines, training, communications, measurement, and field leader expectations.
• Translate cross-functional initiatives into practical, scalable, and operationally realistic processes for store teams.
• Develop launch materials, implementation guides, checklists, talking points, FAQs, leadership toolkits, and supporting resources.
• Gather field feedback, identify execution barriers, improve programs, and conduct post-launch reviews of adoption, execution quality, business impact, and improvement opportunities.
• Help establish customer-interaction vision and standards across the retail customer journey.
• Develop customer experience standards, service behaviors, training programs, policies, and tools.
• Partner with leadership to implement initiatives that improve customer satisfaction, loyalty, lifetime value, and brand perception.
• Use customer feedback, field observations, performance results, and operational data to identify customer experience improvements.
• Support customer feedback and Net Promoter Score initiatives, including field education, engagement, and action planning.
• Visit stores to observe customer journeys, reinforce expectations, coach teams, and identify execution improvements.
• Develop and manage coordinated retail communications so field teams understand priorities, expectations, timelines, and success measures.
• Create concise, visually compelling communications for regional directors, district managers, store managers, and associates.
• Own or support content calendars and messaging for retail communications, leadership meetings, field updates, initiative launches, and seasonal programs.
• Create executive-quality PowerPoint presentations, field communications, meeting materials, program guides, and visual storytelling assets.
• Partner with Retail Operations to manage the retail communication and task-management platform, including content standards, publishing schedules, governance, audience targeting, and completion expectations.
• Coordinate timely and relevant field communications and align them with business priorities.
• Develop change-management plans to build awareness, understanding, commitment, and sustained adoption of new programs.
• Maintain consistent branding, messaging, terminology, and execution expectations across retail materials.
• Present strategy, expectations, and execution requirements; facilitate Zoom meetings, national calls, leadership sessions, workshops, and initiative launches.
• Provide hands-on coaching and feedback during store visits to reinforce training and address performance or execution gaps.
• Partner with Training to ensure content is accurate, relevant, and aligned with business objectives.
• Own the strategy, development, and execution of the retail recognition platform and programs.
• Create recognition programs for individual, store, district, and regional performance that reinforce company values and strategic priorities.
• Develop recurring recognition campaigns, contests, leaderboards, awards, communications, and visual assets.
• Partner with field leadership to identify meaningful ways to recognize performance, progress, teamwork, customer service, and leadership.
• Evaluate recognition program effectiveness and recommend improvements based on participation, feedback, and business outcomes.
• Drive or contribute to measures including field adoption and completion, playbook quality and timeliness, customer experience and employee engagement, training effectiveness, communications engagement, recognition participation, consistency of execution, stakeholder feedback, and initiative objectives.

Benefits

• Gig leave for employee musicians to take time off to perform and return to work after a tour.
• Medical, dental, and vision benefits.
• 401(k) with company match.
• Mental health support.
• Paid sick, holiday, and vacation time.
• Employee discount program.
• Tuition reimbursement options.
• Eligibility to participate in the Guitar Center Company bonus program based on company performance.

What This Job Offers

• Job Type: Full-time