Manager, In-Store Experience

Dollar Tree•Chesapeake, VA

9d•$115,000 - $129,000•Onsite

About The Position

The Manager of In-Store Experience is responsible for executing the vision, strategy, and delivery of best-in-class associate and customer experiences across all retail locations. This role will oversee associate and customer initiatives, service standards, in-store engagement, and feedback systems to ensure consistent, high-quality service that drives satisfaction, retention, and sales growth.

Requirements

Bachelor’s degree in business, Marketing, Retail Management, or related field; MBA preferred.
5 years of experience in customer experience, retail operations, or related field, with 3 years preferable 3 years in a leadership role.
Strong analytical skills and experience working with data, insights, and reporting tools.
Excellent communication, leadership, and cross-functional collaboration skills.
Passionate about creating outstanding associate and customer experiences and driving brand advocacy.

Nice To Haves

Familiarity with NPS, CSAT, or VOC (Voice of Customer) methodologies.
Proven track record of improving associate and customer satisfaction and loyalty metrics across retail environments.

Responsibilities

Team Leadership & Development – Lead and develop the team by setting priorities, delegating work, coaching, and driving accountability for results.
Associate & Customer Experience Strategy – Develop and execute strategies that improve the associate and customer experience, strengthen service standards, and drive consistent execution across stores.
Customer Insights & Experience Improvement – Lead customer feedback, reporting, and listening programs through the Qualtrics platform; ensure customer concerns are addressed appropriately, identify trends and opportunities, and translate insights into actionable improvements.
Recognition Programs – Manage Store and Field recognition programs, including reporting, communications, awards, and fulfillment.
Store Compliance, Safety & Regulatory Programs – Support store-facing safety, regulatory, and compliance programs, ensuring processes are executable while supporting a safe, positive, and consistent in-store experience for associates and customers.
Cross-Functional Leadership & Field Execution – Serve as the voice of associates and customers across the organization, partnering with Operations, HR, Marketing, Safety, Digital, and other teams to simplify processes, remove friction, and improve the end-to-end store experience