Project Lead, Store Operations - Selling and Experience

About the Role

The Selling and Experience Project Lead builds, modernizes, and delivers tools, programs, and resources that support a consistent, high-quality in-store customer experience and strong selling performance. This role works across HQ and field teams to ensure all initiatives are simple, practical, and easy for stores to execute.

This role focuses on translating business needs into clear, actionable solutions while continuously improving and modernizing tools to enhance productivity, client engagement, and store execution.

What You'll Do

Selling Tools & Program Development

• Develop, modernize, and deliver selling tools, playbooks, and resources that support conversion and service execution

• Create clear guidance and materials for key brand moments (launches, peak seasons, events)

• Build and enhance clienteling and outreach tools to support customer engagement and repeat business

Customer Experience & Clienteling Execution

• Support rollout and execution of customer experience and clienteling programs in stores

• Develop outreach frameworks and engagement tools that enable consistent client interactions

• Gather field feedback and customer insights, and continuously refine and modernize tools to improve usability and execution

Operational Execution & Field Enablement

• Convert business priorities into simple, streamlined tools, processes, and routines for stores

• Ensure all materials are clear, modern, and easy to implement

• Partner with field teams to support adoption and consistent execution

Performance Tracking & Insights

• Track usage and effectiveness of selling tools, clienteling platforms, and outreach efforts

• Monitor key metrics such as conversion, engagement, and repeat business

• Share insights to improve tools, execution, and ongoing enhancements

Cross-Functional Partnership

• Work with Merchandising, Marketing, Loyalty, Product Operations, and Field teams

• Ensure tools and programs align with broader business needs

• Support testing, innovation, and rollout of new and enhanced tools

Key Metrics

• Sales & conversion

• Clienteling usage & engagement

• Outreach effectiveness

• Customer repeat behavior

• Execution consistency

Who You Are

• Exposure to learning and development with an ability to support creating clear, effective content

• Skilled in PowerPoint, Canva, Articulate, and similar tools to produce polished, on-brand materials

• Proficient in Microsoft tools (Outlook, Teams, Word, Excel, SharePoint, OneDrive) to manage workflow, communication, and organization

• Travel up to 50%