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TJX Manager of Store Operations, Customer Experience & Loyalty in Marlborough, Massachusetts

Manager of Store Operations, Customer Experience & Loyalty

Brand: Marmaxx

Location:

Marlborough, MA, US

Employment Type: Full-Time

Employment Status: Regular

Functional Area: Store Operations

Discovery is at the core of everything we do - whether it’s a great value, incredible style, or building long-lasting partnerships with people around the world. That’s what makes TJX different. You can find it all across our brands: TJ Maxx, Marshalls, HomeGoods, Sierra, and Homesense. Every one of our brands has one thing in common: environments that are always changing. That’s just how we like it. Every day is an opportunity to discover something new about our business, our partnerships, and even about yourself. Come discover what different can mean for you.

Manager of Store Operations – Customer Experience and Loyalty

Job Summary

Partners with the Field, Customer Service, Marketing, Global Payments and various Home Office Departments to assess, develop, and deliver solutions that will meet the company strategic and operational needs from a Customer Experience and Loyalty standpoint. Ensures a consistent experience across all stores and partners with teams to drive customer growth through simplification and innovation. Develops Field Operations Loyalty Managers and is accountable to provide leadership and direction aligned with all organizational goals. Builds relationships and develops partnerships to help ensure operational excellence.

Major Areas of Responsibility:

  • Partner with Customer Service, Global Payments, Marketing, H.O and Field teams to develop and execute strategies to grow profitability through Associate and Customer loyalty while ensuring simplification.

  • Provide leadership support through education of Field Leaders and consult and align with Field teams on response, document issues, and extrapolate learnings to address opportunities and ensure consistency across all stores.

  • Measures impact of all actions and initiatives within the workstream.

  • Research new operational and innovation solutions that support company business objectives to help drive sales and deliver an extraordinary Associate and Customer Experience.

  • Partners with Marketing and Field Teams to drive the Associate and Customer experience and loyalty within the stores.

  • Make recommendations and provide feedback on areas of opportunity, what else we should measure / gain insights on, and how to drive overall improvement.

  • Manages special projects as assigned

  • Manages team and develops them for future growth within the department and organization. Coaches team on performance and professional development. Responsible for motivating team to achieve efficiency and productivity. Conducts performance appraisals, interviews, and performance management as needed.

    Minimal Skills and Requirements:

  • Bachelor's degree or equivalent experience

  • Management experience

  • Extensive knowledge of retail store operations and/or customer service

  • Excellent relationship development skills and cross-functional collaboration

  • Excellent presentation and communication skills

  • Strong organizational skills

  • Self-motivator and must have the ability to prioritize projects

  • Demonstrated experience in a multi-tasked environment and in project management

Discover Different at TJX means opportunity, teamwork, and career growth. That’s why working here is so much more than a job. When you’re a part of our TJX family, you have the full support of a diverse, close-knit group of people that work together to deliver the best value and style in the business. Our inventory is always changing and our approach is continually evolving, which means every day is another chance to Discover Different.

We care about our culture, but we also prioritize the tangible stuff - competitive pay, great benefits, and a great group of people. We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Posting Notes: Marlborough || MA

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