Job Description

This position is responsible for the customer experience service strategy in our retail stores, with a major focus and emphasis on our Lessons program.

This will include how we hire, train, and develop store team members, teachers, and field leaders to provide the best associate and customer service experience in our industry.

The Experience Manager will work with retail and company leadership to set the vision for Music & Arts retail customer relationship management, service expectations, policies and procedures, and lead our store teams into the future of retail sales.

Responsibilities

• Set the vision and standards for how the retail team interacts with our customers through standards, trainings, policies, and initiatives.
• Work closely with retail leadership and retail operations teams to roll out new initiatives and policies that support business objectives and improve customer lifetime value.
• Drive cultural change by constantly improving the team member & customer experience in our stores.
• Enhance our communication strategy, ensuring teams know what is expected of them and how they can best be successful, while also creating a sense of community centered on our mission.

Own the schedule and messaging for all outbound retail communications including weekly Retail Updates & Retail Leadership weekly meeting agendas and presentations.

Responsible for Task Management strategy and implementation in Microsoft Planner; working closely with Retail Operations team.

Build and launch comprehensive training programs and materials for our salespeople that continuously raise the bar for how we serve our customers.

Create product knowledge and other certification programs that encourage our team gaining the knowledge to better serve our customers.

Conduct on-site and virtual training sessions to reinforce our mission with retail leaders and associates on standards, product features, and promotional campaigns.

Provide hands-on coaching and feedback during store visits to reinforce training concepts and address performance gaps.

Responsible for the inception and execution of all recognition programs for retail.

About Music & Arts

Music & Arts embodies the world of creativity and music by encouraging our teammates to find their own individual sound.

We strive to create lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the almost indescribable happiness that comes from playing an instrument.

We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion.

The first Music & Arts was located in a small house in Bethesda, MD and run by founder Benjamin O'Brien. When Music & Arts opened its doors in 1952, we offered printed music, music lessons, dance lessons, and art supplies.

Ben decided shortly after opening his business that he wanted to focus on music to better serve his customers a decision that remains intact to this day.

Since the 1990's, Music & Arts has expanded nationwide through organic growth and a series of acquisitions and mergers with other music dealers.

In 2005, Music & Arts joined forces with American Music to become the largest band and orchestra instrument retailer in the United States.

Based in Frederick, MD, Music & Arts is now part of the Guitar Center enterprise and comprises 225 retail stores, 200 educational representatives, and 250 affiliate locations.

Requirements

Minimum Requirements :

• Bachelors Degree (or equivalent experience)
• 6 years relevant work experience in Retail Leadership, Operations, Training & Development, or similar field

An ideal candidate should be :

• Charismatic and an effective communicator
• A strong trainer; comfortable on a Zoom call with 1,000 attendees or coaching 1 : 1
• Able to articulate a vision then bring it to life strategically and operationally
• Innovative in problem solving, and how solutions impact business results
• Connected to our core customer & team members at all times
• Inspiring and motivating, able to connect everything back to our core values in music education
• Very Comfortable with the Microsoft Office suite : Word, PowerPoint, Excel, and Publisher
• Able to travel, up to 25% of the time.

Love this gig and want to apply?

Send your resume and cover letter today along with salary expectations!

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You can request reasonable accommodation by calling 1 818-735-8800 ext. 2862 or by sending an email to

Last updated : 2024-03-26