Manager of In-Store Experience

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

Benefits offered by this job

Health, Dental, Vision insurance

401k plan

PTO and paid holidays

Employee stock purchase plan

Retirement plans with matching

PerkSpot employee discounts

Job summary

Dollar Tree Stores seeks a Manager of In-Store Experience to execute vision and strategy for best-in-class associate and customer experiences across retail locations. You will lead initiatives, oversight of service standards, and feedback systems to drive satisfaction and sales growth.

The role emphasizes leadership, data-driven insights, cross-functional collaboration, and ownership of recognition and compliance programs to ensure a safe, engaging store environment for associates and customers.

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 leadership.
• Strong analytical skills and experience 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.

Responsibilities

• Lead and develop the team by setting priorities, delegating work, coaching, and driving accountability for results.
• Develop and execute strategies to improve associate and customer experience and drive consistent store execution.
• Lead customer feedback, reporting, and listening programs and translate insights into improvements.
• Manage Store and Field recognition programs, including reporting, communications, awards, and fulfillment.
• Support store-facing safety, regulatory, and compliance programs while ensuring a positive in-store experience.
• Partner with Operations, HR, Marketing, Safety, Digital, and other teams to improve end-to-end store experience.

Skills

Leadership

Customer experience

Analytics

Communication

Cross-functional collaboration

Education

Bachelor’s degree in business/Marketing/Retail Management

MBA preferred

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.

Your Perks and Benefits:

We offer a wide variety of rewards to support your health, wealth, and mental well-being. In addition to medical, pharmacy, dental, and vision insurance, we offer:

• 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.
• Retirement plans with matching contribution
• Access to PerkSpot, an employee discount platform for goods and services

Our success is a team effort —

when we reach our goals, you’ll be eligible for a yearly bonus!

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 from time to time at the discretion of Dollar Tree. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.

Please note, this job description is not a contract of employment and may be modified to meet evolving business needs. Employment at Dollar Tree, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.