Manager, Field Customer Experience

Accountabilities:

• • Support the implementation of North American omnichannel training and customer development strategies, aligning learning initiatives with regional sales, service, and customer experience objectives.
  • Monitor store KPIs and performance metrics, identify development opportunities, and create targeted training and action plans with consistent follow-up.
  • Serve as the regional customer experience expert, ensuring store teams consistently deliver brand standards and a high-quality customer experience.
  • Champion the implementation of the in-store customer experience selling ceremony and reinforce best practices across the market.
  • Partner regularly with Regional Directors, Multi-Managers, and other field leaders to understand store-level opportunities, evolving customer expectations, and implementation needs.
  • Lead and support onboarding programs for store, assistant, and management teams, as well as foundational product knowledge, selling, service, clienteling, and sales accountability training.
  • Observe and coach store management teams to strengthen leadership capabilities, working closely with Multi-Managers on development priorities.
  • Act as a regional power user for the digital clienteling platform, providing guidance, answering store questions, and supporting adoption and effective day-to-day usage.
  • Monitor learning platform engagement and training effectiveness, using feedback and adoption data to improve sustained learning impact.
  • Provide timely, actionable feedback to regional and global customer experience teams to inform the development of future training initiatives.
  • Partner with cross-functional teams to create engaging short-form training content, including videos that demonstrate selling skills and customer experience techniques.
  • Support the planning and execution of in-store client events and customer animations across the region.
  • Partner with field leadership to drive effective follow-up on customer feedback, turning insights into concrete store-level development actions and service improvements.
  • Communicate market priorities, challenges, and opportunities clearly to senior stakeholders and collaborate on practical solutions.

  Requirements:

  • 5+ years of professional experience in retail, training, customer experience, or a related field.
  • Demonstrated ability to train, influence, and motivate stakeholders across multiple organizational levels.
  • Strong understanding of retail customer experience, selling, service, clienteling, and frontline team development.
  • Excellent written and verbal communication skills, with the ability to communicate important market issues clearly to field and senior leadership.
  • Strong presentation and interpersonal skills, with the ability to build trusted relationships across diverse teams.
  • Highly organized, detail-oriented, and comfortable managing multiple projects and shifting priorities in a dynamic, fast-paced environment.
  • Strong teamwork and collaboration skills, combined with the ability to work independently and take ownership of initiatives.
  • Demonstrated ability to consider multiple perspectives, analyze complex situations, and reach sound conclusions that support overall business and brand objectives.
  • Strong customer focus and the ability to translate customer and store feedback into actionable improvements.
  • Adaptability and comfort working through ambiguity, change, and evolving business priorities.
  • Proficiency with Microsoft Office, particularly PowerPoint, Excel, and Word.
  • Ability and willingness to travel up to 75% of the time across the assigned region.
  • A results-oriented mindset, with the ability to drive accountability and measurable improvements in store performance.
  • Strong coaching and people-development capabilities, with an interest in helping others grow their skills and leadership effectiveness.

  Benefits:

  • Base salary range of approximately $90,000–$115,000 CAD per year, depending on qualifications, experience, and other applicable factors.
  • Medical insurance.
  • Dental insurance.
  • Vision insurance.
  • Retirement savings/401(k) benefits, where applicable.
  • Paid maternity and paternity leave.
  • Commuter benefits.
  • Disability insurance.
  • Tuition assistance.
  • Opportunities for professional development, training, and career growth.
  • Opportunity to influence customer experience and frontline team performance across a broad regional retail network.
  • Inclusive and collaborative workplace focused on diversity, belonging, innovation, and employee development.