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.
Key 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
Qualifications
• 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.
Preferred Experience
• 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.
Working Conditions
• Fast-paced, collaborative environment requiring adaptability and strong time management.
Start Rate = $115,000 - 129,000 based on experience plus 20% bonus and equity.
The company offers Health, Dental, & Vision, a flexible spending account, life and disability insurance benefits, a 401k plan, PTO, paid holidays annually, and
an employee stock purchase plan.
Our success is a team effort —
when we reach our goals, you’ll be eligible for a yearly bonus!
Your Perks and Benefits:
We offer a wide variety of rewards to support your health, wealth, and mental well-being. In addition to medical, pharmacy, dental, and vision insurance, we offer:
• Employee Assistance Program
• Retirement plans with matching contribution
• Employee Stock Purchase Program
• Educational Assistance
• Access to PerkSpot, an employee discount platform for goods and services
• And much more!
Join our team today and discover The Value of You.
Full time
500 Volvo Parkway,Chesapeake,Virginia 23320
Compliance
Dollar Tree
