Senior Director Retail Guest Experience Operations Hybird

From Aisle to Algorithm and for All Life’s Moments, at David’s Bridal, we empower our customers and our employees to stay true to their dreams and find the one, whether that means the event or the wedding dress that matches a personal style—or the career that is a perfect fit.

The Senior Director, Retail Guest Experience is where strategy meets execution—and where the magic of a great guest experience is either made real or lost in translation. This role is built for a corporate operations leader who excels behind the scenes: shaping how work gets done, how priorities land in stores, and how complex ideas turn into simple, repeatable actions. If you’re energized by making systems, data, and teams work better together to create meaningful outcomes at scale, this role invites you to keep reading.

The Senior Director of Guest Experience is responsible foroverseeing the execution, consistency, and operational effectiveness of the in‑storeguest experience across all retail locations. This role ensures guest experience standards are translated into clear operational priorities and executed consistently through store operations, task management, systems, and field communications.

Core Responsibilities:

• Oversee execution of guest experience standards across all stores to ensure consistency, quality, and alignment with brand expectations.
• Monitor guest experience performance metrics, including NPS, CSAT, complaint trends, service recovery, and operational drivers impactingresults.
• Analyze guest feedback, service data, and store performance to identifytrends, risks, and root causes of experience variability.
• Partner with Field Leadership to address execution gaps negatively impactingthe guest experience.
• Embed guest experience priorities into store workflows and enterprise task management systems.
• Serve as a key operational partner for enterprise task deployment, ensuring tasks are clear, actionable, appropriately prioritized, and executable at the store level.
• Evaluate task execution effectiveness, workload impact, and field feedback to improve clarity, compliance, and in‑store outcome
• Provide data‑drivenrecommendations to reduce operational friction, task overload, and execution inconsistencies across stores.
• Oversee field‑facingcommunications related to guest experience and operational execution, ensuring messaging is streamlined, relevant, and aligned to store priorities.
• Partner with CRM, Marketing, Analytics, and Customer Service teams to support effective execution of customer engagement and retention initiatives at the store level.
• Analyze CRM and customer service insights to assess how store‑level execution influences customer behavior, satisfaction, and loyalty
• Provide operational recommendations to enhance service effectiveness, service recovery consistency, and customer lifecycle outcomes.
• Represent the store and field execution perspective as a keybusiness partner for retail systems and applications, including POS and associate tools.
• Assess the operational and guest experience impact of technology enhancements and deployments, identifyingusability issues, adoption barriers, and execution risks.
• Partner with Technology and Product teams to provide execution‑focusedrecommendations that improve in‑storesystem effectiveness.
• Assess change volume, task burden, and store readiness for enterprise initiatives, identifyingrisks related to change saturation and execution capacity.
• Provide recommendations to improve changesequencing, adoption, and sustainability at the store level.
• Track outcomes of implemented initiatives and evaluate effectiveness against guest experience and operational performance metrics.
• Develop and deliver executive‑levelreporting and insights onguest experience performance, store execution trends, and operational risks.

Qualifications:

Education:

• Bachelor’sdegree preferred;Business, Retail Management, Operations, or related field preferred

Experience:

• 10–15 years of progressive experience in Guest Experience, Store Operations, or multi‑unitretail leadership
• Demonstrated experience influencing store execution at scale in complex, multi‑locationretail environments
• Strong background partnering with field leadership and cross‑functionalenterprise teams

Required Skills & Capabilities:

• Deep understanding of retail store operations and execution models
• Strong analytical skills with the ability to translate data into actionable insights
• Proven ability to influence cross‑functionalpartners without direct authority
• Experience with enterprise task management and execution frameworks
• Excellent written and verbal communication skills
• Strong problem‑solvingand root‑causeanalysis capabilities
• Ability to manage multiple priorities in a fast‑paced, matrixed organization

Now that we’ve popped the question, please say “I do”.

Full Time Opportunity – A comprehensive benefits package is available.

• Rewarding Environment and Competitive Pay
• Generous Dream Maker Discount After First Pay Period
• Referral Incentive Program
• Dayforce Wallet – Get Paid Early!
• Health/Dental/Vision Insurance
• 401K Program
• Paid Vacation, Wellness Days & Holidays, including your Birthday off!
• Pet Benefits

Love wins when love is for Everyone!

Our mission at David’s Bridal is to embrace the ideas of Diversity, Equity, and Inclusion. It is our goal to build a workforce that is as representative as the customers we serve. We vow to create a culture where all forms of diversity are celebrated and seen as valuable.

David’s Bridal encourages applications from all qualified candidates. David’s Bridal has a great record of accommodating persons with disabilities. Contact Human Resources at [email protected] or 610.943.5048 if you need accommodation at any stage of the application process or want more information on our accommodation policies.

Policy: Candidate Use of AI in Live Interviews

We conduct interviews to evaluate each candidate’s own knowledge, judgment, and communication. During any live interview (virtual or in-person), candidates must not use real-time generative AI tools to compose or feed their answers. Candidates may use assistive technologies (e.g., screen readers, live captions) and may request reasonable accommodation in advance.

Disclaimer: The preceding job description has been designed to highlight the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive description of all duties, responsibilities and qualifications required of employees assigned to this job. Actual duties and responsibilities will vary. The standard base pay range for this role is posted at a minimum and maximum rate.

The starting rate of pay offered will vary based on factors including, but not limited to, position offered, location, training, and/or experience, and internal equity. This base pay range is specific to the state this role is posted in and may not be applicable to other locations. At David’s Bridal, it is rare for an individual to be hired at the high end of the range in their role, and compensation decisions are dependent upon the details and circumstances of each position and candidate.