• Director, In-Store Experience

    Dollar Tree (Chesapeake, VA)


    The Director of Retail Customer Experience is a strategic leader responsible for shaping and executing the vision, strategy, and delivery of best-in-class customer experiences across all retail locations. This role will oversee customer journey mapping, service standards, in-store engagement, and customer feedback systems to ensure consistent, high-quality service that drives satisfaction, loyalty, and sales growth.

    Key Responsibilities

    + **Customer Experience Strategy:** Develop and implement a customer experience strategy that aligns with the brand vision and drives consistent, elevated service across all retail stores.

    + **Service Standards & Training:** Establish, document, and continuously improve customer service standards and training programs. Partner with HR to ensure training is scalable and effective.

    + **In-Store Experience Optimization:** Collaborate with Marketing, Visual Merchandising, and Store Design teams to enhance the in-store environment, ensuring it reflects customer needs and expectations.

    + **Customer Insights & Analytics:** Design and implement customer feedback loops (surveys, mystery shopping, NPS, etc.). Analyze data to identify trends and inform actionable improvements.

    + **Cross-Functional Leadership:** Serve as the voice of the customer across departments, working closely with Marketing, Product, Digital, and Operations to unify customer touchpoints and improve the end-to-end journey.

    + **Team Management:** Lead and develop a high-performing customer experience team. Support store teams in driving culture change, coaching, and recognition programs that reinforce exceptional service.

    + **Technology & Innovation:** Identify and implement tools and technologies that enhance the customer experience, such as CRM platforms, appointment booking systems, queue management tools, and personalization engines.

    Minimum Requirements

    + Bachelor’s degree or equivalent experience.

    + 8–10+ years of experience in customer experience, retail operations, or related field, with at least 5 years in a leadership role.

    + Strong analytical skills and experience working with customer data, insights, and reporting tools.

    + Excellent communication, leadership, and cross-functional collaboration skills.

    + Passionate about creating outstanding customer experiences and driving brand advocacy.

    Preferred Experience

    + Experience with omnichannel or digitally integrated retail environments.

    + Familiarity with NPS, CSAT, or VOC (Voice of Customer) methodologies.

    + Proven track record of improving customer satisfaction and loyalty metrics across retail environments.

    Working Conditions

    + Fast-paced, collaborative environment requiring adaptability and strong time management.