Manager, In-Store Experience

Dollar Tree; Chesapeake (VA); On-site; USD 115,000 - 129,000; Full time

Benefits offered by this job

Employee Assistance Program

401k with matching contribution

Employee Stock Purchase Program

Educational Assistance

PerkSpot discounts

Job summary

Dollar Tree is seeking a Manager of In-Store Experience to execute vision, strategy, and delivery of best-in-class associate and customer experiences across all retail locations. The role oversees initiatives, service standards, in-store engagement, and feedback systems to drive satisfaction, retention, and sales growth.

Responsibilities include leading the team, building strategies for improved experience, managing customer feedback programs via Qualtrics, and coordinating cross-functionally

Qualifications

• BA/BS in business, marketing, retail management, or related field; MBA preferred.
• 5+ years in customer experience or retail operations, with 3+ years in leadership.
• Strong analytical skills with data, insights, and reporting.
• Excellent communication and cross-functional collaboration.
• Passion for outstanding associate and customer experiences.

Responsibilities

• Lead and develop the team by setting priorities, delegating work, coaching, and driving accountability.
• Develop and execute strategies to improve associate and customer experience, standardize service, and ensure consistent execution across stores.
• Lead customer feedback, reporting, and listening programs using Qualtrics; translate insights into actionable improvements.
• Manage Store and Field recognition programs, including reporting, communications, awards, and fulfillment.
• Support store-facing safety, regulatory, and compliance programs while ensuring a safe, positive in-store experience.
• Serve as voice of associates and customers across the organization, partnering with Operations, HR, Marketing, Safety, Digital, and other teams.

Skills

Analytical skills

Communication

Leadership

Cross-functional collaboration

Passion for customer experience

Education

Bachelor’s degree in business, Marketing, Retail Management, or related field; MBA preferred.

Tools

Qualtrics

Job description

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:

• 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!

Who We Are:

At Dollar Tree, we make a difference in the lives of our customers every day by exceeding their expectations and delivering value – it’s what our business is built on. Our associates play an important role in this commitment by embracing change and showing up for their teams and their communities.

We see an exciting path forward as our company continues to grow and transform – and we know that this path starts with you.

Dollar Tree is an Equal Opportunity Employer committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. This is not to be considered a complete list of job duties, which appear in the job description for this position, and which may be amended

Full time

500 Volvo Parkway,Chesapeake,Virginia 23320

Compliance

Dollar Tree