About the RoleThe 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 DoSelling Tools & Program Development
Develop, modernize, and deliver selling tools, playbooks, and resources that support conversion and service executionCreate 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 businessCustomer Experience & Clienteling Execution
Support rollout and execution of customer experience and clienteling programs in storesDevelop outreach frameworks and engagement tools that enable consistent client interactionsGather field feedback and customer insights, and continuously refine and modernize tools to improve usability and executionOperational Execution & Field Enablement
Convert business priorities into simple, streamlined tools, processes, and routines for storesEnsure all materials are clear, modern, and easy to implementPartner with field teams to support adoption and consistent executionPerformance Tracking & Insights
Track usage and effectiveness of selling tools, clienteling platforms, and outreach effortsMonitor key metrics such as conversion, engagement, and repeat businessShare insights to improve tools, execution, and ongoing enhancementsCross-Functional Partnership
Work with Merchandising, Marketing, Loyalty, Product Operations, and Field teamsEnsure tools and programs align with broader business needsSupport testing, innovation, and rollout of new and enhanced toolsKey Metrics
Sales & conversionClienteling usage & engagementOutreach effectivenessCustomer repeat behaviorExecution consistencyWho You AreExposure to learning and development with an ability to support creating clear, effective contentSkilled in PowerPoint, Canva, Articulate, and similar tools to produce polished, on-brand materialsProficient in Microsoft tools (Outlook, Teams, Word, Excel, SharePoint, OneDrive) to manage workflow, communication, and organizationTravel up to 50%
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