Senior Manager, Customer Excellence - Retail

Position Overview

The Senior Manager, Customer Excellence will lead the design, launch, and ongoing management of a new end-to-end customer experience (CX) program for the UBIF retail business. Serving as the chief advocate and architect of a customer-centric culture, this leader sets strategy, builds coalitions, develops talent, and drives organizational change to embed CX excellence into daily operations. The role owns the CX vision and roadmap, partnering across Retail Operations, Field Leadership, Digital/Product, Marketing, and Customer Care to embed customer-centric practices and hold the organization accountable for outcomes. The ideal candidate brings a proven track record building CX programs in multi-location retail, developing high-performing teams, and influencing executives and frontline leaders to drive lasting cultural and behavioral change.

Key Responsibilities

• Design and launch the UBIF customer experience program, defining vision, operating model, governance, and a scalable roadmap that optimizes customer and business impact.

• Set the strategic agenda for CX measurement; define what matters and why, and ensure teams act on customer insights to deliver prioritized, measurable improvements.

• Assess and prioritize end-to-end customer journeys across retail and digital touchpoints; identify friction points that risk loyalty and revenue, and lead cross-functional decisions and trade-offs to improve them.

• Define and champion customer experience standards, service principles, and behavioral expectations for retail locations; drive adoption through field partnerships, hiring, training, and performance management.

• Build and lead a CX Center of Excellence for escalation management, fostering a culture of service recovery, ownership, and continuous learning to resolve complex issues and prevent recurrence.

• Lead change management and frontline enablement for CX initiatives; coach field and store leaders and serve as a visible champion of customer-centric culture.

• Build executive alignment on CX priorities; craft business cases grounded in customer and business outcomes and influence senior leaders to invest in and sustain improvements.

• Lead cross-functional workstreams with Product, Marketing, and Technology to ensure customer standards are reflected in tools, decisions, and experiences.

• Champion continuous improvement and learning; set test-and-learn agendas, interpret results, and embed customer-centric practices in operations and leadership behaviors.

• Develop, coach, and retain a high-performing team; establish clear direction, accountability, strong team culture, and manage vendor/partner relationships with rigor.

Education and Experience

• Bachelor's degree in Business, Marketing, Operations, or related field; advanced degree preferred.

• 8+ years of progressive experience in customer experience, retail operations, or service design, including 3+ years in a people leadership role with a track record of developing and retaining talent.

• Demonstrated success designing and launching CX programs and standards in a multi-location retail environment, driving lasting behavioral and cultural change.

• Proven experience leading organizational change and influencing without authority across complex, matrixed environments; success building coalitions with executive and field leaders.

• Experience with VoC platforms, analytics, and journey mapping sufficient to set strategy, define measurement priorities, and translate insights into action.

Knowledge, Skills, and Abilities

• Strategic CX leadership: ability to set a clear vision, make complex trade-offs, and align the organization around CX as a competitive priority.

• Change leadership and influence: skilled in driving lasting behavioral and cultural change in frontline retail environments.

• People development: proven ability to attract, coach, develop, and retain high-performing teams and create inclusive, accountable cultures.

• Executive presence and stakeholder management: able to frame issues in business terms and influence resource and priority decisions.

• Customer judgment: strong instinct for customer value and experience; translates insights into smart prioritization and decisions.

• Operational orientation: connects strategy to store-level execution; adept at making change stick in distributed, fast-paced operations.

• Expertise in journey design and service standards, translating frameworks into clear behaviors and field-ready operating models.

• Experience establishing escalation management frameworks grounded in accountability, coaching, and service recovery.

• Excellent communication and facilitation skills across executive, field leadership, and frontline audiences.