Retail Customer & Employee Experience Manager - Beyond Yoga

Levi Strauss•Culver City, CA

3d•Hybrid

About The Position

The Manager of Retail Customer & Employee Experience serves as the architect of the retail employee and customer journey across all Beyond Yoga stores. You will lead the operational, communication, training, workload, and engagement strategies that allow stores to deliver an elevated brand experience. As the steward of retail communications, learning and development, workforce planning, and operational effectiveness, this leader ensures that stores receive the right information, training, tools, and support at the right time. You will be the primary gatekeeper for retail plans, balancing priorities, field capacity, labor constraints, and customer impact. You will build the long-term roadmap to support Beyond Yoga's next phase of retail growth. This position partners with Merchandising, Planning, Marketing, Ecommerce, Product, HR, Finance, Store Design, Visual Merchandising, and Field Leadership to provide a seamless experience for customers and employees alike.

Requirements

8+ years of retail leadership experience in Retail Operations, Learning & Development, Employee Experience, Communications, or a related field.
5+ years leading strategic programs.
Experience managing retail communications, training programs, or workforce planning programs.
Experience developing operational processes and scalable retail infrastructure.
Experience collaborating with executive leaders and partners.
Experience in business planning.
Experience with retail communication or task management platforms (YOOBIC, Zipline, Opterus, or WorkJam).
Experience supporting multi-unit retail organizations.
Experience building learning and development programs.
Background in employee engagement, workforce planning, or organizational effectiveness.

Responsibilities

Develop the multi-year retail employee and customer experience strategy, ensuring both journeys strengthen Beyond Yoga's brand, culture, and our goals.
Lead the maintenance and evolution of the service and selling model, including standards, training tools, coaching resources, and measurement practices that improve engagement, retention, customer connection, and revenue growth.
Partner with HR, Field Leadership, and multiple teams to strengthen onboarding, recognition, career growth, leadership effectiveness, and consistency across stores as the fleet scales.
Lead the retail learning and development strategy across all store and field leadership roles, from onboarding through ongoing capability building.
Design scalable curriculum, product knowledge programs, leadership development content, and initiative-specific training that translate our priorities into clear field execution.
Establish tools to measure training adoption and effectiveness on employee performance, customer experience, and operational consistency.
Lead the retail communication strategy, editorial calendar, field-facing governance, and YOOBIC platform adoption to ensure stores receive clear, prioritized, applicable information.
Establish and lead the annual retail workload calendar and prioritization framework, balancing customer experience, employee capacity, labor availability, and strategic goals.
Be the gatekeeper for plans entering stores by evaluating the impact of launches, promotions, operational changes, technology deployments, and asks.
Manage Retail Specialists responsible for communication execution, platform administration, and workload coordination.
Build the 3–5 year retail operational roadmap, governance model, SOPs, guides, readiness plans, and scalable infrastructure needed to support store growth.
Partner with Finance and Field Leadership on labor modeling, payroll strategy, scheduling standards, productivity frameworks, and workforce optimization.
Lead planning for important retail leadership moments, including Store Manager Summits, District Manager Meetings, Upper Field Leadership Meetings, Quarterly Business Reviews, and leadership development events.
Improve efforts that reduce friction, improve operational efficiency, and strengthen field readiness.
Build partnerships with Marketing, Product, Human Resources, Planning, Finance, Technology, Ecommerce, Visual Merchandising, Store Design, and Field Leadership.
Facilitate understanding across priorities, guide accountability for programs affecting stores, and ensure decisions support both customer and employee experience.
Coach Retail Specialists by setting priorities, clarifying expectations, building development plans, and promoting a culture of curiosity, ownership, innovation, and continuous improvement.