Retail Experience Lead: Playbooks, Training & Engagement

Music & Arts; Frederick (MD); On-site; USD 80,000 - 85,000; Full time

Job summary

Music & Arts, headquartered in Frederick, MD, seeks an experienced Retail Sales Experience Manager to translate strategies into actionable field programs and playbooks for store teams nationwide.

You will partner with Marketing, Merchandising, Lessons, HR, Training, IT, and other departments to enable consistent execution and celebrate performance through a scalable recognition platform. Travel up to 25% is expected.

Qualifications

• Bachelor’s degree in Business, Retail Management, Communications, Marketing, Learning and Development, or related field preferred.
• Equivalent relevant work experience will be considered.
• Experience supporting a multi-unit or geographically dispersed retail organization preferred.
• Demonstrated experience developing playbooks, training programs, field communications, presentations, or large-scale initiative launches.
• Advanced proficiency in Microsoft PowerPoint; strong Word, Excel, Teams, and Zoom skills.
• Experience managing a retail communication, task-management, learning, recognition, or employee engagement platform.
• Willingness to travel up to 25%.

Responsibilities

• Own the development of comprehensive retail playbooks translating company strategies into field execution plans.
• Establish consistent playbook standards with objectives, roles, steps, timelines, training, and communication plans.
• Translate initiatives from various departments into practical store-level processes.
• Ensure programs are scalable, realistic to implement, and store-focused.
• Build launch materials, implementation guides, checklists, talking points, FAQs, and leadership toolkits.
• Partner with field leadership to gather feedback and drive continuous improvement.
• Conduct post-launch reviews to evaluate adoption, impact, and opportunities.
• Develop customer experience standards, training programs, and tools for an exceptional in-store journey.
• Create and manage communications strategy and executive-quality materials for field leaders.
• Support change-management plans and ensure consistent branding and execution.
• Lead training and facilitation including virtual and in-person sessions.
• Own the retail recognition platform and programs to celebrate performance.
• Develop recurring campaigns, leaderboards, awards, and visual assets to drive engagement.

Skills

Communication

Presentation

Public speaking

Project management

Travel up to 25%

Education

Bachelor's degree in Business/ Retail/ Communications/ Marketing/ Learning & Development

Tools

PowerPoint

Word

Excel

Teams

Zoom

Job description

Music & Arts, headquartered in Frederick, MD, seeks an experienced Retail Sales Experience Manager to translate strategies into actionable field programs and playbooks for store teams nationwide.

You will partner with Marketing, Merchandising, Lessons, HR, Training, IT, and other departments to enable consistent execution and celebrate performance through a scalable recognition platform. Travel up to 25% is expected.