Job Details

Job Description

About the Role

The Manager of Customer & Employee Experience supports the Store Operations team by driving implementation of brand strategies through selling culture, store education, employee engagement and customer experience across Athleta North America stores. This leader is responsible for driving business results and staying Centered on the Customer, both internal and external.

What You'll Do

Strategic Planning & Implementation

• Designs and implements an annual, comprehensive customer experience and employee education strategy that aligns with brand and store goals – driving clarity, consistency, and measurable impact across all stores.
• Translates high-level objectives into actionable plans and measurable outcomes through a cascade in communication and the Leading Execution model.
• Clearly articulates strategy in a way that resonates with various levels of audiences. Connects ‘the why' behind initiatives to team and stores.
• Anticipates future training needed based on business trends, customer experience, and employee feedback. Innovative thinking in learning delivery
• Partners with Head of Store Operations and other Ops leaders to define, prioritize and implement strategic initiatives to support store strategy and deliver financial goals.

High-Performing Selling Culture

• Build a high-performing store organization through consistency in the Selling Model, brand statements, and the Power of Observation to connect customers to brand.
• Deliver a differentiated customer experience through elevated product knowledge.
• Champions a culture of continuous learning and recognition to boost employee engagement and retention.

Leadership & Change Management

• Inspires and motivates teams to execute strategic direction through clear milestones, timelines, deliverables, and accountability. Ensures timely rollout, adoption, and reinforcement of training across all stores through Leading Execution Model.
• Coaches and develops individual contributors through thoughtful and timely feedback.
• Leads through change with clarity, empathy, and resilience.

Cross-Functional Collaboration

• Partners with key stakeholders to ensure alignment and buy-in across function to deliver store priorities and goals.
• Collaborates with candor with Finance and HR partners on budgets and initiatives for rewards and recognition to connect employees to brand culture.
• Collaborates with Product partners on brand strategy and investments to drive what matters through product knowledge.

Insights-Driven

• Models a customer-centric mindset by leveraging performance metrics, feedback, and engagement data to refine team's projects and programs.
• Understands and uses data and insights to inform strategic decisions, identify knowledge gaps, and measure ROI of team's work.
• Analyze competitors to enable best in class employee and customer experience.

Who You Are

• People Leadership – Ability to lead, coach, and inspire team. Skilled in guiding teams through change with clarity and empathy.
• Learning & Development Strategy – Experience in designing and implementing large-scale training or education programs. Familiarity with adult learning principles, instructional design, and blended learning approaches and styles.
• Continuous Learner – Articulates and embraces challenges; learns and seeks information that can result in improved business results, leaving bias at the door.
• Strategic Thinker – Ability to develop long-term education and engagement strategies aligned with business goals.
• Effective Communication & Storytelling – Ability to communicate strategy in a compelling, relatable way to various audience types. Comfortable presenting to senior leadership and large groups.
• Self-Accountability – Sets measurable performance objectives and strives to always meet or exceed the performance standard.
• Problem Solving – Utilizes strong critical thinking skills and business curiosity to identify gaps and implement solutions.
• Collaboration - Strong relationship building skills with the ability to influence and collaborate with all levels. Leverage interpersonal style and communication to effectively work with business partners, acting as a strong team player and leader.
• Program Management – Experience managing complex, multi-phase training or engagement initiatives. Showcases high skillset in project management, ability to manage business partners to deadlines and deliverables.
• Process Optimization – Ability to streamline learning delivery and improve operational efficiency and store experience.
• Time Management - Demonstrated ability to identify and manage competing priorities; effectively manages one's and team's time to ensure multiple priorities are balanced and managed successfully.
• Detail Orientated – Demonstrates attention to detail in the creation of processes and monitors implementation to ensure proper execution and validation of results.
• Highly flexible, self-directed, and adapts well to a rapidly changing environment. Ability to deal with ambiguous situations and act quickly and decisively.
• Ability to read, leverage, and react to data to influence business decisions and partners.
• Excellent written and verbal skills with proven track record of delivering exceptional written work.
• Flexible to work days, nights, weekends, and holidays to meet the needs of the business. Ability to travel overnight as required.
• Field / store experience is , but not mandatory.

Technical Skills

• Proficient in Microsoft programs, including PowerPoint, Excel, and Word, with growth mindset in learning new technology and platforms.
• LMS Proficiency – Familiarity with learning management systems and digital training tools.
• Content Coordination – Experience working with or managing content development for training materials, ensuring it connects strategic dots and includes sustainment strategy.