Manager, Global Retail Customer Experience

JOB DESCRIPTION

Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We’re a company of people who like to forge our own path and leave the world better than we found it. Who believe that what makes us different makes us stronger. So add your voice. Make an impact. Find your fit — and your future.

The ideal candidate will have a proven track record of designing and delivering impactful Customer Experience and Learning & Development programs. They will bring deep expertise in retail store operations and the ability to inspire, influence, and lead cross-functional partners at all levels. With a minimum of 7 years of training experience in retail and corporate environments, this Manager will own the development and implementation of global Customer Selling, Styling, Selling Leader, Mystery Shop, and Customer Satisfaction programs. They will also drive ongoing certifications and microlearnings in close partnership with the Product Education team to ensure store teams are consistently equipped and inspired to deliver world-class customer experiences. This role reports to the Director, Global Retail Training & Customer Experience.

About the Job

Key Responsibilities:

Learning and Development

• Build and deliver scalable Learning & Development programs for store teams and leaders, focused on Selling, Styling, Selling Leader, Leadership Development, and Operation training and engagement
• Lead the design and deployment of certifications, microlearnings, and ongoing development pathways to sustain selling excellence.
• Collaborate with the Product Education team to integrate product knowledge into customer-facing training and elevate stylist and leader capability.
• Establish metrics and feedback loops to measure training effectiveness and continuously optimize for impact.

Training and Resources:

• Create Selling, Styling, and Development guides, tools, and learning content to support consistent execution in stores.
• Deliver training across multiple formats (e-learning, instructor-led, webinars, train-the-trainer) to meet diverse global needs.
• Partner with cluster and global operations teams to ensure alignment, adoption, and effectiveness of global tools, programs, and technologies.

Project Management:

• Own and lead the implementation of global customer experience programs including Customer Selling, Styling, Selling Leader, Mystery Shop, and support Customer Satisfaction surveys.
• Ensure follow-up, accountability, and continuous improvement in execution across regions.
• Contribute to global and cross functional projects supporting customer experience strategies and ensure consistent rollout and alignment across markets.
• Track project progress, build reports and project documents that report updates to the Director and key stakeholders.

Performance Analysis:

• Monitor KPIs tied to Customer Selling, Styling, Mystery Shop, and Customer Satisfaction.
• Partner with operations and finance to analyze results, provide insights, and recommend improvements.
• Translate data into actionable plans that improve customer experience and drive results in stores.

About You

• Minimum of 7 years of experience in training, retail operations, and customer experience
• Exceptional communication/writing skills
• Learning and Development certifications required
• Instructional Design certifications preferred
• Proven ability to design, deliver, and sustain customer-focused training programs across multiple geographies.
• Strong project management skills, with the ability to prioritize and lead multiple initiatives.
• Proficient in Microsoft Office and Learning Management Systems (LMS).
• Strong collaboration and relationship-building skills, with experience working across global, cross-functional teams.
• Familiarity with change management principles and adoption strategies.
• Retail store experience preferred.