Retail Experience Lead

Retail Experience Lead

The Retail Experience Lead is responsible for ensuring a consistent, high-quality in-store experience across all retail locations. This role focuses on merchandising excellence, visual presentation, customer engagement, and execution of marketing campaigns. The Retail Experience Lead ensures that every store meets the company's standards for appearance, customer service, and operational excellence, while supporting store teams to deliver an exceptional retail experience.

This is a hands-on leadership role with responsibility for 10 stores currently, with growth as the business expands.

Key Responsibilities:

1. In-Store Execution & Campaign Rollouts

• Ensure all stores execute merchandising, promotional campaigns, and POS installations accurately and on schedule.

• Audit stores regularly to check compliance with brand standards, campaign execution, and merchandising guidelines.

• Identify gaps in execution and work with store managers to implement corrective actions.

• Lead and coordinate in-store launches for new products, ensuring displays and demos are ready for customer engagement.

2. Merchandising & Visual Presentation

• Oversee the consistency of visual merchandising across all stores (planograms, fixture layout, display aesthetics).

• Develop and maintain creative display solutions to enhance product storytelling and customer engagement.

• Partner with marketing and suppliers to implement feature zones, endcaps, demo areas, and promotional displays.

• Ensure windows, demo areas, and promotional displays reflect the brand and provide an engaging experience.

3. Customer Experience Leadership

• Champion the customer journey across all stores, ensuring every touchpoint reflects brand values.

• Monitor customer satisfaction metrics, feedback, and mystery shopper results; implement improvements where necessary.

• Coach store managers and staff to consistently deliver excellent service and in-store experiences.

4. Store Performance & Quality Assurance

• Develop and track performance metrics for execution quality, store presentation, and customer experience.

• Conduct regular store audits, preparing structured reports and follow-up actions.

• Drive continuous improvement by sharing best practices and successful execution strategies across stores.

5. Leadership & Team Development

• Lead and mentor store managers to uphold standards of execution, merchandising, and customer experience.

• Provide coaching on in-store best practices, training on campaign rollout, and problem-solving techniques.

• Foster a culture of accountability, collaboration, and excellence in customer experience.

6. Expansion & New Store Openings

• Support new store openings by ensuring store layout, merchandising, and visual presentation meet brand standards.

• Assist in standardizing store presentation templates, processes, and execution guidelines for new locations.

7. Stakeholder Collaboration

• Liaise with marketing, visual merchandising, and vendor teams to ensure smooth campaign execution.

• Communicate findings from store visits and audits to senior management to inform strategy.

• Work closely with contractors, installers, and internal teams to maintain consistent in-store standards.

Key Skills & Experience:

• 7–10+ years in multi-site retail management, retail execution, or visual merchandising leadership, preferably in electronics, gaming, or lifestyle retail.

• Demonstrated experience in leading store managers and in-store teams to achieve consistent standards.

• Strong understanding of merchandising, visual presentation, and customer experience principles.

• Hands-on, detail-oriented, and capable of conducting store audits and follow-up actions.

• Strong communication, coaching, and stakeholder management skills.

• Comfortable with travel across multiple stores.

Key Performance Indicators (KPIs):

• Execution compliance score (campaigns, planograms, POS displays).

• Customer satisfaction metrics (NPS, feedback surveys, mystery shopper scores).

• Store presentation and visual merchandising audit scores.

• Successful rollout of promotional campaigns and new store openings.

• Staff development and coaching effectiveness.