Sr Manager, Store Operations - Selling & Experience

About Banana Republic

Banana Republic is a storyteller’s brand, outfitting the modern explorer with high-quality, expertly crafted collections made to inspire and enrich life’s journeys. Founded in 1978 in San Francisco, we continue to evolve our heritage of exploration through thoughtfully designed apparel and accessories that blend timeless style with exceptional craftsmanship.

Our team is made up of passionate, curious storytellers — creators and visionaries who seek out what’s next and bring it to life through elevated design, immersive experiences, and a shared spirit of creativity and innovation.

About The Role

The Senior Manager, Store Operations - Selling, Experience and Learning & Development leads the strategy and execution of in-store experiences that drive both employee engagement and customer loyalty. This role connects field and HQ to ensure all programs, tools, and strategies are simple, effective, and grounded in real store needs.

By prioritizing employee engagement as the foundation of great customer experiences, this leader enables confident, high-performing teams that deliver personalized service, drive sales, and build lasting client relationships.

What You'll Do

Selling Strategy & Execution

• Serve as the face and voice of selling, leveraging strong communication, facilitation, and learning expertise to deliver compelling content that drives mindset and behavior change across both in-person and virtual environments.
• Design and optimize selling leadership programs, routines, and expert content that build capability, deepen product knowledge.
• Own and deliver strategies, playbooks, and tools that elevate customer experience, ensuring readiness for key brand moments and consistent execution across the fleet.
  
  

Customer Retention & Clienteling

• Own customer retention and clienteling strategies to grow loyalty and lifetime value
• Develop outreach, segmentation, and engagement strategies to deepen client relationships
• Leverage data and feedback to continuously improve the customer experience
  
  

Employee Engagement & In-Store Experience

• Lead programs that strengthen employee engagement, capability, and retention while enhancing onboarding, recognition, and cultural initiatives
• Create empowered store environments where teams deliver elevated, personalized service
• Partner with HR and Field Leadership to embed engagement into daily routines and behaviors
  
  

Field Partnership & Operational Excellence

• Serve as the voice of the field, ensuring strategies reflect store realities
• Simplify processes and build clear routines that drive accountability and consistency
• Align cross-functional partners to support seamless execution in stores
  
  

People Leadership

• Lead and develop a high-performing team focused on engagement, experience, and results
• Foster a culture of accountability, collaboration, and continuous improvement
  
  

Key Metrics

• Sales & conversion
• Customer retention & client engagement
• Clienteling adoption & outreach effectiveness
• Employee engagement & retention
• In-store experience consistency
  
  

Who You Are

• Extensive experience in learning and development, with strong expertise in content design
• Highly proficient in presentation and design tools including Microsoft PowerPoint, Canva, Articulate and similar creative platforms, with the ability to develop polished, content to brand code.
• Technically skilled across the Microsoft ecosystem—including Outlook, Teams, Word, Excel, SharePoint, and OneDrive, with the ability to leverage organizational tools to manage scheduling, communications, and workflow
• 50% Travel Expected for this role
  
  

Benefits at Banana Republic

• Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
• One of the most competitive Paid Time Off plans in the industry.*
• Employees can take up to five “on the clock” hours each month to volunteer at a charity of their choice.*
• Extensive 401(k) plan with company matching for contributions up to four percent of an employee’s base pay.*
• Employee stock purchase plan.*
• Medical, dental, vision and life insurance.*
• See more of the benefits we offer.
• For eligible employees
  
  

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. In 2022, we were recognized by Forbes as one of the World's Best Employers and one of the Best Employers for Diversity.