Head of Store Experience & Operations, Zales and Banter

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

The Vice President, Store Experience & Operations is the single accountable executive for the end-to-end store experience across Zales and Banter. This leader integrates store operations, visual merchandising and design, store experience strategy, piercing, and innovation into one operating model that connects brand strategy, customer experience, field execution, and commercial performance.
The role ensures that every store interaction, physical environment, visual presentation, service model, and operating process reinforces the distinct promise of each brand while improving execution consistency, customer engagement, sales performance, and profitable growth.

Store Operations Leadership

·       Lead store operations across Zales and Banter, establishing clear operating standards, field routines, and store-readiness expectations.

·        Drive consistent execution across the store network, balancing brand priorities, customer needs, workforce capacity, and operational requirements.

·        Own field communications, workload planning, execution governance, and the operating cadence used to translate strategy into store-level action.

·        Partner with field leadership to improve store productivity, execution quality, customer satisfaction, and performance accountability.

·        Simplify processes and remove operational friction so store teams can focus on customers, selling, service, and team leadership.

Visual Merchandising & Store Design

·       Lead visual merchandising and store design capabilities across both brands.

·        Define differentiated, brand-right visual and environmental standards for Zales and Banter.

·        Ensure product presentation, promotional execution, signage, fixtures, storytelling, and store environments support customer engagement and commercial priorities.

·        Partner with Merchandising, Marketing, Real Estate, and Store Operations to translate brand and assortment strategies into executable store experiences.

·        Create scalable visual standards, tools, and implementation plans that can be executed consistently across the store network.

Store Experience Strategy & Innovation

·       Own the end-to-end store experience strategy and identify the moments that matter most across the customer journey.

·        Translate customer insights, brand strategy, and business opportunities into experience concepts, pilots, and scalable programs.

·        Establish a disciplined pilot-to-rollout process with clear hypotheses, success measures, operational requirements, and investment decisions.

·        Lead innovation in clienteling, localized activation, service experiences, digital-to-store integration, and customer engagement.

·        Determine which concepts should scale and ensure successful implementation through strong partnership with field and cross-functional teams.

Piercing & Innovation

·       Provide executive leadership for Banter piercing and innovation, including the evolution of piercing services, customer experience, training, and operating standards.

·        Build a long-term roadmap that strengthens Banter differentiation and supports service growth.

·        Partner with Operations, Merchandising, Marketing, Learning & Development, and field teams to introduce new piercing concepts and capabilities.

·        Ensure piercing programs meet brand, customer, operational, training, and compliance requirements.

·        Evaluate emerging customer needs and competitive trends to identify scalable growth opportunities.

Cross-Functional & Enterprise Leadership

·       Serve as the voice of the stores with Merchandising, Marketing, Ecommerce, Real Estate, Finance, Human Resources, Customer Insights, and Learning & Development.

·        Align priorities, investments, timelines, and decision rights across functions to deliver one integrated store experience agenda.

·        Develop business cases, ROI analyses, and executive recommendations for store experience and operational investments.

·        Ensure operational feasibility, field readiness, and customer impact are considered in major brand and business initiatives.

·        Build effective governance and operating rhythms that connect strategy, design, execution, measurement, and continuous improvement.

People & Organizational Leadership

·       Lead and develop a high-performing, multidisciplinary organization spanning store operations, visual merchandising and design, store experience strategy and innovation, experience activation, and piercing innovation.

·        Establish clear accountabilities, decision rights, and ways of working across the organization.

·        Build leadership capability, succession depth, and a culture of customer obsession, creativity, accountability, collaboration, and strong execution.

·        Attract, retain, coach, and develop talent capable of leading future store and customer experience transformation.

Measures of Success

Dimension

Representative Measures

Customer

Customer satisfaction, NPS, engagement, loyalty, clienteling adoption, and piercing experience.

Commercial

Traffic conversion, sales productivity, attachment rate, service growth, and return on experience investments.

Operational

Store readiness, execution quality, workload effectiveness, speed of deployment, and pilot-to-scale success.

People

Engagement, retention, leadership capability, succession strength, and organizational effectiveness.