Senior Director Retail Guest Experience Operations Hybird

David's Bridal•King of Prussia, PA

11d•Hybrid

About The Position

From Aisle to Algorithm and for All Life’s Moments, at David’s Bridal, we empower our customers and our employees to stay true to their dreams and find the one, whether that means the event or the wedding dress that matches a personal style—or the career that is a perfect fit. The Senior Director, Retail Guest Experience is where strategy meets execution—and where the magic of a great guest experience is either made real or lost in translation. This role is built for a corporate operations leader who excels behind the scenes: shaping how work gets done, how priorities land in stores, and how complex ideas turn into simple, repeatable actions. If you’re energized by making systems, data, and teams work better together to create meaningful outcomes at scale, this role invites you to keep reading. The Senior Director of Guest Experience is responsible for overseeing the execution, consistency, and operational effectiveness of the in‑store guest experience across all retail locations. This role ensures guest experience standards are translated into clear operational priorities and executed consistently through store operations, task management, systems, and field communications.

Requirements

Bachelor’s degree preferred; Business, Retail Management, Operations, or related field preferred
10–15 years of progressive experience in Guest Experience, Store Operations, or multi‑unit retail leadership
Demonstrated experience influencing store execution at scale in complex, multi‑location retail environments
Strong background partnering with field leadership and cross‑functional enterprise teams
Deep understanding of retail store operations and execution models
Strong analytical skills with the ability to translate data into actionable insights
Proven ability to influence cross‑functional partners without direct authority
Experience with enterprise task management and execution frameworks
Excellent written and verbal communication skills
Strong problem‑solving and root‑cause analysis capabilities
Ability to manage multiple priorities in a fast‑paced, matrixed organization

Responsibilities

Oversee execution of guest experience standards across all stores to ensure consistency, quality, and alignment with brand expectations.
Monitor guest experience performance metrics, including NPS, CSAT, complaint trends, service recovery, and operational drivers impacting results.
Analyze guest feedback, service data, and store performance to identify trends, risks, and root causes of experience variability.
Partner with Field Leadership to address execution gaps negatively impacting the guest experience.
Embed guest experience priorities into store workflows and enterprise task management systems.
Serve as a key operational partner for enterprise task deployment, ensuring tasks are clear, actionable, appropriately prioritized, and executable at the store level.
Evaluate task execution effectiveness, workload impact, and field feedback to improve clarity, compliance, and in‑store outcome
Provide data‑driven recommendations to reduce operational friction, task overload, and execution inconsistencies across stores.
Oversee field‑facing communications related to guest experience and operational execution, ensuring messaging is streamlined, relevant, and aligned to store priorities.
Partner with CRM, Marketing, Analytics, and Customer Service teams to support effective execution of customer engagement and retention initiatives at the store level.
Analyze CRM and customer service insights to assess how store‑level execution influences customer behavior, satisfaction, and loyalty
Provide operational recommendations to enhance service effectiveness, service recovery consistency, and customer lifecycle outcomes.
Represent the store and field execution perspective as a key business partner for retail systems and applications, including POS and associate tools.
Assess the operational and guest experience impact of technology enhancements and deployments, identifying usability issues, adoption barriers, and execution risks.
Partner with Technology and Product teams to provide execution‑focused recommendations that improve in‑store system effectiveness.
Assess change volume, task burden, and store readiness for enterprise initiatives, identifying risks related to change saturation and execution capacity.
Provide recommendations to improve change sequencing, adoption, and sustainability at the store level.
Track outcomes of implemented initiatives and evaluate effectiveness against guest experience and operational performance metrics.
Develop and deliver executive‑level reporting and insights on guest experience performance, store execution trends, and operational risks.