Retail Sales Experience Manager

The Retail Sales Experience Manager is responsible for translating company strategies and cross-functional initiatives into clear, engaging, and executable programs for the Music & Arts retail field organization.

This role owns the development of retail playbooks, presentations, training materials, communication plans, and field engagement strategies that enable store teams and field leaders to consistently execute company priorities while delivering an exceptional customer and employee experience.

The Retail Sales Experience Manager will partner closely with Marketing, Merchandising, Lessons, Human Resources, Training, Information Technology, and other company departments to ensure initiatives are translated into practical store-level expectations, tools, behaviors, and execution standards.

This position also owns the retail recognition and engagement platform, creating programs that celebrate performance, reinforce company priorities, and strengthen the overall retail employee experience.

The ideal candidate combines strong communication and presentation skills with operational discipline, creativity, project management capabilities, and a deep understanding of how to drive adoption across a geographically dispersed retail organization.

• Own the development of comprehensive retail playbooks that translate company strategies and departmental initiatives into clear, actionable field execution plans.
• Establish consistent playbook standards that include objectives, roles and responsibilities, execution steps, timelines, training requirements, communication plans, measurement criteria, and field leader expectations.
• Translate initiatives from Marketing, Merchandising, Lessons, Retail Operations, Human Resources, Information Technology, and other departments into practical processes that store teams can understand and execute.
• Ensure programs are designed with the store experience in mind and are operationally realistic, scalable, and easy to implement.
• Build launch materials, implementation guides, checklists, talking points, frequently asked questions, leadership toolkits, and supporting resources.
• Partner with field leadership to gather feedback, identify execution barriers, and continuously improve playbooks and programs.
• Conduct post-launch reviews to evaluate field adoption, execution quality, business impact, and opportunities for improvement.

• Develop customer experience standards, service behaviors, training programs, policies, and tools that support an exceptional and consistent in-store experience.
• Partner with retail and company leadership to implement initiatives that improve customer satisfaction, loyalty, lifetime value, and overall brand perception.
• Use customer feedback, field observations, performance results, and operational data to identify opportunities to improve the customer experience.
• Support the development and execution of customer feedback and Net Promoter Score initiatives, including field education, engagement, and action planning.
• Conduct store visits to observe the customer journey, reinforce expectations, provide coaching, and identify opportunities to improve execution.

• Develop and manage a coordinated retail communication strategy that ensures field teams understand company priorities, expectations, timelines, and measures of success.
• Translate complex information into concise, visually compelling, and easy-to-understand communications for Regional Directors, District Managers, Store Managers, and store associates.
• Own or support the content calendar and messaging for major retail communications, leadership meetings, field updates, initiative launches, and seasonal programs.
• Create executive-quality PowerPoint presentations, field-facing communications, meeting materials, program guides, and visual storytelling assets.
• Partner with Retail Operations to manage the retail communication and task-management platform, including content standards, publishing schedules, governance, audience targeting, and completion expectations.
• Ensure field communications are coordinated, timely, relevant, and aligned with broader business priorities.
• Develop change-management plans that build awareness, understanding, commitment, and sustained adoption of new programs.
• Maintain…