Field Experience Manager

Retail Sales Experience Manager

The Retail Sales Experience Manager is responsible for translating company strategies and cross-functional initiatives into clear, engaging, and executable programs for the Music & Arts retail field organization. This role owns the development of retail playbooks, presentations, training materials, communication plans, and field engagement strategies that enable store teams and field leaders to consistently execute company priorities while delivering an exceptional customer and employee experience. The Retail Sales Experience Manager will partner closely with Marketing, Merchandising, Lessons, Human Resources, Training, Information Technology, and other company departments to ensure initiatives are translated into practical store-level expectations, tools, behaviors, and execution standards. This position also owns the retail recognition and engagement platform, creating programs that celebrate performance, reinforce company priorities, and strengthen the overall retail employee experience. The ideal candidate combines strong communication and presentation skills with operational discipline, creativity, project management capabilities, and a deep understanding of how to drive adoption across a geographically dispersed retail organization.

Key Responsibilities

Retail Playbooks and Field Execution

• Own the development of comprehensive retail playbooks that translate company strategies and departmental initiatives into clear, actionable field execution plans.
• Establish consistent playbook standards that include objectives, roles and responsibilities, execution steps, timelines, training requirements, communication plans, measurement criteria, and field leader expectations.
• Translate initiatives from Marketing, Merchandising, Lessons, Retail Operations, Human Resources, Information Technology, and other departments into practical processes that store teams can understand and execute.
• Ensure programs are designed with the store experience in mind and are operationally realistic, scalable, and easy to implement.
• Build launch materials, implementation guides, checklists, talking points, frequently asked questions, leadership toolkits, and supporting resources.
• Partner with field leadership to gather feedback, identify execution barriers, and continuously improve playbooks and programs.
• Conduct post-launch reviews to evaluate field adoption, execution quality, business impact, and opportunities for improvement.

Customer Experience Strategy

• Develop customer experience standards, service behaviors, training programs, policies, and tools that support an exceptional and consistent in-store experience.
• Partner with retail and company leadership to implement initiatives that improve customer satisfaction, loyalty, lifetime value, and overall brand perception.
• Use customer feedback, field observations, performance results, and operational data to identify opportunities to improve the customer experience.
• Support the development and execution of customer feedback and Net Promoter Score initiatives, including field education, engagement, and action planning.
• Conduct store visits to observe the customer journey, reinforce expectations, provide coaching, and identify opportunities to improve execution.

Retail Communications and Change Management

• Develop and manage a coordinated retail communication strategy that ensures field teams understand company priorities, expectations, timelines, and measures of success.
• Translate complex information into concise, visually compelling, and easy-to-understand communications for Regional Directors, District Managers, Store Managers, and store associates.
• Own or support the content calendar and messaging for major retail communications, leadership meetings, field updates, initiative launches, and seasonal programs.
• Create executive-quality PowerPoint presentations, field-facing communications, meeting materials, program guides, and visual storytelling assets.
• Partner with Retail Operations to manage the retail communication and task-management platform, including content standards, publishing schedules, governance, audience targeting, and completion expectations.
• Ensure field communications are coordinated, timely, relevant, and aligned with broader business priorities.
• Develop change-management plans that build awareness, understanding, commitment, and sustained adoption of new programs.
• Maintain consistent branding, messaging, terminology, and execution expectations across all retail materials.

Training and Facilitation

• Serve as a highly visible and credible presenter who can effectively communicate strategy, expectations, and execution requirements.
• Facilitate Zoom meetings, national calls, leadership sessions, workshops, and initiative launches with confidence and energy.
• Provide hands-on coaching and feedback during store visits to reinforce training concepts and address performance or execution gaps.
• Partner with Training department to ensure training content is accurate, relevant, and aligned with business objectives.

Retail Recognition and Employee Engagement

• Own the strategy, development, and execution of the retail recognition platform and associated recognition programs.
• Create recognition programs that celebrate individual, store, district, and regional performance while reinforcing company values and strategic priorities.
• Develop recurring recognition campaigns, contests, leaderboards, awards, communications, and visual assets that generate enthusiasm and engagement.
• Partner with field leadership to identify meaningful opportunities to recognize performance, progress, teamwork, customer service, and leadership.
• Continuously evaluate the effectiveness of recognition programs and recommend improvements based on participation, feedback, and business outcomes.

Success Measures

Success in this role may be measured through:

• Field adoption and completion of retail initiatives.
• Quality, usability, and timeliness of retail playbooks and launch materials.
• Improvement in customer experience and employee engagement measures.
• Training participation, effectiveness, and knowledge retention.
• Retail communication engagement and task-completion rates.
• Participation and engagement in recognition programs.
• Consistency of execution across stores, districts, and regions.
• Feedback from field leaders, store teams, and cross-functional partners.
• Achievement of initiative-specific operational and financial objectives.

Ideal Candidate Profile

An ideal candidate will be:

• A confident, engaging communicator and facilitator, comfortable presenting to large national audiences or coaching one-on-one.
• A strong visual storyteller with advanced PowerPoint, writing, and presentation-development skills.
• Able to translate complex strategies into clear, practical, and executable field plans.
• Creative, organized, and detail-oriented, with strong project management and follow-through.
• Effective at influencing cross-functional partners and communicating across all levels of the organization.
• Deeply connected to store operations, customer expectations, employee engagement, and Music & Arts' mission.
• Results-oriented and able to use data, feedback, and performance measures to continuously improve programs and execution.

Minimum Requirements:

• Bachelor's degree in Business, Retail Management, Communications, Marketing, Learning and Development, or a related field preferred; equivalent relevant work experience and demonstrated success will also be considered.
• Experience supporting a multi-unit or geographically dispersed retail organization strongly preferred.
• Demonstrated experience developing playbooks, training programs, field communications, presentations, or large-scale initiative launches.
• Advanced proficiency in Microsoft PowerPoint required.
• Strong proficiency in Microsoft Word, Excel, Teams, Zoom, and related collaboration and communication platforms.
• Experience managing a retail communication, task-management, learning, recognition, or employee engagement platform preferred.
• Strong writing, editing, presentation, facilitation, and public-speaking skills.
• Demonstrated ability to lead projects across multiple departments and stakeholder groups.
• Ability to travel up to 25% of the time.

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