Manager, Field Customer Experience

Job description

Accountabilities: Support the implementation of North American omnichannel training and customer development strategies, aligning learning initiatives with regional sales, service, and customer experience objectives. Monitor store KPIs and performance metrics, identify development opportunities, and create targeted training and action plans with consistent follow-up. Serve as the regional customer experience expert, ensuring store teams consistently deliver brand standards and a high-quality customer experience. Champion the implementation of the in-store customer experience selling ceremony and reinforce best practices across the market. Partner regularly with Regional Directors, Multi-Managers, and other field leaders to understand store-level opportunities, evolving customer expectations, and implementation needs. Lead and support onboarding programs for store, assistant, and management teams, as well as foundational product knowledge, selling, service, clienteling, and sales accountability training. Observe and coach store management teams to strengthen leadership capabilities, working closely with Multi-Managers on development priorities. Act as a regional power user for the digital clienteling platform, providing guidance, answering store questions, and supporting adoption and effective day-to-day usage. Monitor learning platform engagement and training effectiveness, using feedback and adoption data to improve sustained learning impact. Provide timely, actionable feedback to regional and global customer experience teams to inform the development of future training initiatives. Partner with cross-functional teams to create engaging short-form training content, including videos that demonstrate selling skills and customer experience techniques. Support the planning and execution of in-store client events and customer animations across the region. Partner with field leadership to drive effective follow-up on customer feedback, turning insights into concrete store-level development actions and service improvements. Communicate market priorities, challenges, and opportunities clearly to senior stakeholders and collaborate on practical solutions. Requirements: 5+ years of professional experience in retail, training, customer experience, or a related field. Demonstrated ability to train, influence, and motivate stakeholders across multiple organizational levels. Strong understanding of retail customer experience, selling, service, clienteling, and frontline team development. Excellent written and verbal communication skills, with the ability to communicate important market issues clearly to field and senior leadership. Strong presentation and interpersonal skills, with the ability to build trusted relationships across diverse teams. Highly organized, detail-oriented, and comfortable managing multiple projects and shifting priorities in a dynamic, fast-paced environment. Strong teamwork and collaboration skills, combined with the ability to work independently and take ownership of initiatives. Demonstrated ability to consider multiple perspectives, analyze complex situations, and reach sound conclusions that support overall business and brand objectives. Strong customer focus and the ability to translate customer and store feedback into actionable improvements. Adaptability and comfort working through ambiguity, change, and evolving business priorities. Proficiency with Microsoft Office, particularly PowerPoint, Excel, and Word. Ability and willingness to travel up to 75% of the time across the assigned region. A results-oriented mindset, with the ability to drive accountability and measurable improvements in store performance. Strong coaching and people-development capabilities, with an interest in helping others grow their skills and leadership effectiveness. Benefits: Base salary range of approximately $90,000–$115,000 CAD per year, depending on qualifications, experience, and other applicable factors. Medical insurance. Dental insurance. Vision insurance. Retirement savings/401(k) benefits, where applicable. Paid maternity and paternity leave. Commuter benefits. Disability insurance. Tuition assistance. Opportunities for professional development, training, and career growth. Opportunity to influence customer experience and frontline team performance across a broad regional retail network. Inclusive and collaborative workplace focused on diversity, belonging, innovation, and employee development. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Field Customer Experience based in Canada. This role offers the opportunity to shape customer experience and training across a regional retail network in North America. You will help translate customer experience strategies into engaging, practical learning initiatives that improve sales, service, and clienteling performance. Working closely with field leadership and store teams, you will identify opportunities through performance data, observation, and customer feedback. You’ll become a trusted regional expert on customer experience standards and help embed consistent service practices across stores. The role combines training, coaching, stakeholder management, and hands-on retail engagement in a fast-moving environment. With significant field exposure and up to 75% travel, you’ll have a direct influence on frontline teams and the customer experience they deliver.