Customer Experience & Training Manager

Duluth Running Co.; Duluth (MN); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Employee Purchase pricing

Job summary

Duluth Running Co. is seeking a dynamic Customer Experience & Training Manager to lead the development of a high-performing retail team in Duluth, MN.

You will design comprehensive training programs to elevate product knowledge, reinforce a customer-first mindset, and ensure consistent operational execution. Your role includes hiring support, conducting interviews, and leading performance reviews to build a strong team dedicated to exceptional customer service and running-focused product

Qualifications

• 3+ years in retail management, training, or customer experience roles.
• Experience conducting interviews and managing performance reviews.
• Passion for running or running products preferred.
• Proven ability to design and deliver training programs.
• Strong communication, coaching, and leadership skills.
• Organizational and problem-solving abilities.
• Thrive in a fast-paced, customer-focused environment.
• Employee Purchase pricing.

Responsibilities

• Design, implement, and continuously improve onboarding and ongoing training programs for all store staff.
• Develop training materials focused on product knowledge, including footwear, apparel, and accessories. Lead regular training sessions and coaching opportunities.
• Assess employee performance and identify skill gaps, creating targeted development plans.
• Partner with store leadership to identify staffing needs and role requirements.
• Lead and participate in candidate interviews, evaluating technical knowledge and customer service mindset.
• Develop structured interview processes to ensure consistency and quality of hires.
• Support onboarding to ensure new hires are effectively integrated into the team.
• Conduct regular performance evaluations, providing clear, constructive feedback.
• Establish measurable performance goals aligned with customer experience standards.
• Implement review cycles and track employee progress over time.
• Recognize high performance and address performance challenges with coaching and improvement plans.
• Maintain expert-level understanding of all products carried in-store.
• Partner with vendors and brand representatives to stay current on new products and technologies.
• Ensure staff can confidently educate customers on product features, benefits, and fit.
• Implement advance product training in conjunction with vendors.
• Foster a culture centered on exceptional customer service and personalized experiences.
• Train staff to identify customer needs and deliver tailored solutions.
• Monitor customer feedback and implement improvements to enhance satisfaction and loyalty.
• Work closely with inventory specialist to ensure customer demands are met based on seasonality and inventory levels.
• Develop and standardize store processes that support efficient and consistent service delivery.
• Ensure adherence to company policies, procedures, and service standards.
• Collaborate with leadership to refine workflows and improve operational effectiveness.
• Lead by example on the sales floor and mentor team members to achieve goals.
• Align training initiatives with business objectives.

Skills

Retail management

Customer experience

Training design

Interviewing

Leadership

Coaching

Job description

Duluth Running Co. is seeking a dynamic and experienced Customer Experience & Training Manager to lead the development of a high-performing retail team. This role is responsible for designing and delivering comprehensive employee training programs that elevate product knowledge, reinforce a customer-first mindset, and ensure consistent execution of operational processes. This position will also play a key role in hiring, interviewing, and conducting employee performance reviews to build and sustain a strong team. The ideal candidate is passionate about running, retail excellence, and empowering employees to create outstanding customer experiences.

Key Responsibilities:

Employee Training & Development

• Design, implement, and continuously improve onboarding and ongoing training programs for all store staff
• Develop training materials focused on product knowledge, including footwear, apparel, and accessories Lead regular training sessions, workshops, and coaching opportunities to reinforce learning
• Assess employee performance and identify skill gaps, creating targeted development plans

Recruitment, Interviews & Hiring

• Partner with store leadership to identify staffing needs and role requirements
• Lead and participate in candidate interviews, evaluating both technical knowledge and customer service mindset
• Develop structured interview processes to ensure consistency and quality of hires
• Support onboarding to ensure new hires are effectively integrated into the team

Performance Reviews & Employee Engagement

• Conduct regular performance evaluations, providing clear, constructive feedback
• Establish measurable performance goals aligned with customer experience standards
• Implement review cycles and track employee progress over time
• Recognize high performance and address performance challenges with coaching and improvement plans
• Maintain expert-level understanding of all products carried in-store
• Partner with vendors and brand representatives to stay current on new products and technologies
• Ensure staff can confidently educate customers on product features, benefits, and fit
• Implement advance product training in conjunction with vendors

Customer Experience Strategy

• Foster a culture centered on exceptional customer service and personalized experiences
• Train staff to identify customer needs and deliver tailored solutions
• Monitor customer feedback and implement improvements to enhance satisfaction and loyalty
• Work closely with inventory specialist to ensure customer demands are being met based on seasonality and adequate inventory levels

Process Implementation & Optimization

• Develop and standardize store processes that support efficient and consistent service delivery
• Ensure adherence to company policies, procedures, and service standards
• Collaborate with leadership to refine workflows and improve operational effectiveness
• Lead by example on the sales floor, demonstrating best-in-class customer engagement
• Mentor and motivate team members to achieve individual and team goals
• Work closely with store leadership to align training initiatives with business objectives

Qualifications:

• 3+ years of experience in retail management, training, or customer experience roles
• Experience conducting interviews and managing employee performance reviews
• Strong knowledge of running products or a passion for the running industry preferred
• Proven ability to design and deliver effective training programs
• Excellent communication, coaching, and leadership skills
• Strong organizational and problem-solving abilities
• Ability to thrive in a fast-paced, customer-focused environment
• Employee Purchase pricing
• $20 per hour rate at 30-40+ (seasonally) hours per week