Manager Of In Store Experience

Dollar Tree•Chesapeake, VA

5d•$115,000 - $129,000

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. The role oversees 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. The position works in a fast-paced, collaborative environment requiring adaptability and strong time management.

Requirements

Bachelor’s degree in business, Marketing, Retail Management, or a related field.
Five years of experience in customer experience, retail operations, or a related field.
Strong analytical skills and experience working with data, insights, and reporting tools.
Excellent communication, leadership, and cross-functional collaboration skills.
Passion for creating outstanding associate and customer experiences and driving brand advocacy.

Nice To Haves

MBA preferred.
Three years in a leadership role preferred.
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

Lead and develop the team by setting priorities, delegating work, coaching, and driving accountability for results.
Develop and execute strategies to improve associate and customer experiences, strengthen service standards, and drive consistent execution across stores.
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.
Manage Store and Field recognition programs, including reporting, communications, awards, and fulfillment.
Support store-facing safety, regulatory, and compliance programs, ensuring processes are executable while supporting a safe, positive, and consistent in-store experience.
Represent associate and customer perspectives 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.

Benefits

Yearly bonus eligibility; stated start-rate information includes a 20% bonus and equity.
Health, medical, and pharmacy insurance.
Dental insurance.
Vision insurance.
Flexible spending account.
Life and disability insurance.
401(k) plan with matching contribution.
Paid time off.
Paid holidays.
Employee stock purchase plan.
Employee Assistance Program.
Educational assistance.
Access to PerkSpot employee discount platform for goods and services.