Customer Experience & Sales Enablement Manager

About the Role

BGH is seeking a strategic, customer-obsessed leader to join our team as Customer Experience & Sales Enablement Manager. This role will serve as the voice of the customer while leading initiatives that improve customer satisfaction, loyalty, store experience, and retail sales performance.

Reporting across Marketing and Retail Operations, you will translate customer insights into action by managing customer feedback programs, loyalty initiatives, online reputation management, customer journey improvements, retail communications, and sales enablement tools that help store associates deliver exceptional service and drive results.

This is a highly collaborative role that works cross-functionally with Retail Operations, Merchandising, Marketing, Ecommerce, Customer Service, and Store Leadership to create a seamless customer experience across every touchpoint. Responsibilities align closely with customer experience management, customer journey optimization, voice-of-customer programs, loyalty strategies, sales enablement initiatives, and visual merchandising best practices.

What You'll Do

Voice of Customer & Customer Insights

• Lead and evolve BGH's Voice of Customer (VOC) program.
• Collect, analyze, and communicate customer insights from surveys, reviews, store feedback, social channels, and customer service interactions.
• Identify customer pain points and opportunities to improve satisfaction, retention, and advocacy.
• Develop actionable reporting and dashboards that support data-driven decision making.
• Champion a customer-first culture across the organization

Customer Journey Management

• Map and optimize key customer journeys across retail and digital channels.
• Identify friction points and lead cross-functional improvement initiatives.
• Monitor customer experience KPIs and recommend enhancements that improve loyalty and engagement.
• Serve as the internal advocate for customer needs and expectations.

Loyalty & Customer Retention

• Manage and optimize BGH's customer loyalty and rewards programs.
• Drive initiatives that increase member acquisition, engagement, retention, and lifetime value.
• Partner with Marketing to develop customer lifecycle and retention strategies.
• Measure and report on program performance and growth opportunities.

Online Reputation & Customer Feedback

• Manage Google Reviews and online reputation monitoring.
• Analyze customer sentiment and identify recurring themes and opportunities.
• Develop best practices and response protocols for store teams.
• Partner with operational leaders to address customer concerns and improve customer satisfaction scores.

Sales Enablement

• Create and maintain sales tools, playbooks, product guides, customer engagement resources, and training materials for store associates.
• Ensure store teams have the knowledge, content, and resources needed to confidently engage customers.
• Support onboarding and ongoing associate development programs.
• Partner with Marketing and Merchandising to communicate promotions, product launches, and key selling stories.

Visual Merchandising & Store Experience

• Support the execution and continuous improvement of visual merchandising standards.
• Partner with Retail Operations and Merchandising teams to ensure stores deliver a compelling and consistent brand experience.
• Evaluate store layouts, displays, customer flow, and promotional execution.
• Identify opportunities to improve conversion, engagement, and overall customer experience within the retail environment.

What Success Looks Like

You will be responsible for influencing measurable improvements in:

• Google Review Ratings
• Loyalty Program Growth
• Customer Retention
• Conversion Rate
• Average Transaction Value
• Associate Engagement and Adoption of Sales Tools
• Store Experience Standards
• Customer Feedback Resolution Metrics

What You'll Bring

• 10+ years of experience in Customer Experience, Loyalty, CRM, Retail Operations, Marketing, Sales Enablement, or a related field.
• Strong analytical skills with experience translating customer data into actionable business recommendations.
• Experience managing customer feedback, customer insights, or Voice of Customer programs.
• Knowledge of loyalty marketing, customer engagement, and retention strategies.
• Experience supporting retail store teams and frontline associates.
• Strong project management and cross-functional leadership capabilities.
• Excellent communication, presentation, and relationship-building skills.
• Experience with CRM, customer analytics, survey platforms, and reporting tools is considered an asset.