Since 1985, The Tile Shop has committed itself to inspiring and realizing home decor ideas and creating beauty both indoors and out. We take great pride in our ability to provide an agile and supportive team environment focused on evolving our ever-growing business needs. Our people thrive because they want to make a difference and are passionate and committed to bringing big ideas to life!  

The Director of Store Experience is a newly created role aimed at enhancing the in-store customer journey by overseeing visual merchandising, communications, store planning, and store design. This role requires a strategic leader who can integrate these aspects to create a cohesive and compelling in-store experience that aligns with our brand values and customer expectations. Will lead store design, retrofits, and brand refreshes to attract, engage and educate the consumer to drive consideration and conversion though visual merchandising and product experience throughout the showroom.

Responsibilities:

Strategy Development:

• This organizational savvy leader will partner across the enterprise (Digital team, Operations, IT, Product & Marketing) and is adept at managing complexity and comfortable with ambiguity. 
• Deliver innovative merchandising strategies to attract, engage and educate the consumer across product categories that clearly communicate product differentiation and complement the digital experience. 
• Process and project manager that has a strong foundation in retail.
• Lead cutting edge future retail concept design/experience that build brand differentiation.
• Leverage trends, consumer insights, product innovation strategy and customer journey mapping to develop the next generation Tile shopping experience. 
• Immersive experiences that bring to life the benefits of the add value to the product experience/shopping journey and differentiate from the competition. Partner with product, marketing, and IT teams to develop scalable and repeatable and differentiated store experiences to drive consideration and conversion across sales & service touchpoints.
• Assess current experiences and benchmark with competitive and retail leading experiences and build capability roadmap.
• Build and develop business cases, goals, and secures resources, of all initiatives and aligns with stakeholders to advance from concept to full launch.
• Develop and implement comprehensive strategies to enhance the in-store experience and drive customer engagement and loyalty.
• Collaborate with senior management to align store experience initiatives with overall company goals and objectives.

• In-Store Events:  Responsible for planning and executing in-store events and demonstrations to drive foot traffic and increase sales.

Store Operations Management:

• Lead communications strategy within stores to ensure brand messaging is consistent and impactful.
• In-Store Communication: Oversees in-store communication channels such as signage, displays, and announcements, policies, and important information to customers.
• Manage store planning and design in partnership with sales, training teams, and external partners to ensure stores are both aesthetically pleasing and functional.
• Work closely with construction and design departments to ensure store layouts reflect the brand's vision.
• Develop and implement strategies to enhance the in-store experience, driving customer satisfaction and loyalty.
• Collaborate with senior leadership to align in-store experience strategies with overall business goals.
• Lead communications strategy within stores to ensure brand messaging is consistent and impactful.

Visual Merchandising:

• Responsible for creating visually appealing displays and layouts that attract customers and highlight products effectively.
• Oversee visual merchandising, ensuring store layouts and product placements are optimized for sales and customer engagement.
• Lead the development and execution of visual merchandising strategies to create compelling and cohesive store layouts and displays.
• Ensure that visual merchandising standards are consistently maintained across all retail locations.

Customer Service Excellence:

• Partner with the Customer Service team to review Feedback and Surveys to gather insights and improve the overall store experience.
• Establish and maintain high standards for in-store customer service delivery, ensuring customers receive consistent, personalized assistance and support.
• Partner with the training department to improve store experience training.
• Establish and maintain high standards for customer service delivery, ensuring that all customers receive personalized assistance and support.

Cross-Functional Collaboration:

• Monitors competitor activities, trends, and best practices to identify opportunities for improvement and maintain a competitive edge in the market.
• Technology Integration: Works on evolving/ integrating technology solutions into the store experience, tables, digital signage, or mobile apps.
• Collaborates with leaders and partners in Digital team, Marketing, IT, Product, Finance, Sales, and Operations to ensure alignment with strategic plans, product roadmaps, and operational support.
• Establishes clear accountability and transition hand-offs with partners such as IT, training, change management, end users, managers, and sales leadership to ensure high quality solution design that includes user experience, technical and system architecture, and support and maintenance.
• Works closely with other departments such as marketing, operations, training, and sales to align store experience initiatives with overall business objectives.
• Regularly evaluates store performance metrics, customer feedback,and industry trends to identify areas for improvement and implement enhancements to the store experience.
• Serve as a liaison between corporate headquarters and retail locations to ensure effective communication and alignment of priorities.

• Bachelor's degree in Business Administration, Retail Management, or related field
• Master's degree preferred.
• Minimum of 10 years of experience in retail operations
• Strong background in construction, merchandising, and store planning.
• Proven track record of managing or working closely with construction teams and possibly overseeing design departments.
• Strategic thinker with the ability to integrate various functions to improve the in-store customer experience.
• Excellent leadership and communication skills, with the ability to manage cross-functional teams.
• Experience in retail management, preferably in a setting where commission sales play a significant role.
• Motivated by a dynamic, fast-paced environment and capable of driving significant change within the organization.
• Proven track record of success in developing and implementing store experience strategies that drive customer satisfaction and loyalty.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across all levels of the organization.
• Analytical mindset, with the ability to use data and insights to inform decision-making and drive continuous improvement.
• Creative thinking and problem-solving abilities, with a passion for innovation and excellence in customer service.
• Open to travel as required by the role's responsibilities.

At The Tile Shop, we are committed to developing the WHOLE you, not just the WORK you. Our benefits program is our investment in you as an important contributor to our success, and we are proud of our highly competitive package.

• Competitive Pay   
• Individual Career Growth Opportunities 
• Competitive & Comprehensive Benefit Package
• HSA Employer Contributions
• 401(k) Plan with employer matching
• Team Focused Work Environment

The Tile Shop is an Equal Opportunity Employer.