Sr. Director Guest Experience Hybrid

The Senior Director of Guest Experience is responsible for overseeing the execution, consistency, and operational effectiveness of the in‑store guest experience across all retail locations. This role ensures guest experience standards are translated into clear operational priorities and executed consistently through store operations, task management, systems, and field communications.

Core Responsibilities:

• Oversee execution of guest experience standards across all stores to ensure consistency, quality, and alignment with brand expectations.
• Monitor guest experience performance metrics, including NPS, CSAT, complaint trends, service recovery, and operational drivers impacting results.
• Analyze guest feedback, service data, and store performance to identify trends, risks, and root causes of experience variability.
• Partner with Field Leadership to address execution gaps negatively impacting the guest experience.
• Embed guest experience priorities into store workflows and enterprise task management systems.
• Serve as a key operational partner for enterprise task deployment, ensuring tasks are clear, actionable, appropriately prioritized, and executable at the store level.
• Evaluate task execution effectiveness, workload impact, and field feedback to improve clarity, compliance, and in‑store outcome
• Provide data‑driven recommendations to reduce operational friction, task overload, and execution inconsistencies across stores.
• Oversee field‑facing communications related to guest experience and operational execution, ensuring messaging is streamlined, relevant, and aligned to store priorities.
• Partner with CRM, Marketing, Analytics, and Customer Service teams to support effective execution of customer engagement and retention initiatives at the store level.
• Analyze CRM and customer service insights to assess how store‑level execution influences customer behavior, satisfaction, and loyalty
• Provide operational recommendations to enhance service effectiveness, service recovery consistency, and customer lifecycle outcomes.
• Represent the store and field execution perspective as a key business partner for retail systems and applications, including POS and associate tools.
• Assess the operational and guest experience impact of technology enhancements and deployments, identifying usability issues, adoption barriers, and execution risks.
• Partner with Technology and Product teams to provide execution‑focused recommendations that improve in‑store system effectiveness.
• Assess change volume, task burden, and store readiness for enterprise initiatives, identifying risks related to change saturation and execution capacity.
• Provide recommendations to improve change sequencing, adoption, and sustainability at the store level.
• Track outcomes of implemented initiatives and evaluate effectiveness against guest experience and operational performance metrics.
• Develop and deliver executive‑level reporting and insights on guest experience performance, store execution trends, and operational risks.

Qualifications:

Education:

• Bachelor’s degree preferred; Business, Retail Management, Operations, or related field preferred 

Experience:

• 10–15 years of progressive experience in Guest Experience, Store Operations, or multi‑unit retail leadership
• Demonstrated experience influencing store execution at scale in complex, multi‑location retail environments
• Strong background partnering with field leadership and cross‑functional enterprise teams 

Required Skills & Capabilities:

• Deep understanding of retail store operations and execution models
• Strong analytical skills with the ability to translate data into actionable insights
• Proven ability to influence cross‑functional partners without direct authority
• Experience with enterprise task management and execution frameworks
• Excellent written and verbal communication skills
• Strong problem‑solving and root‑cause analysis capabilities
• Ability to manage multiple priorities in a fast‑paced, matrixed organization