Senior Customer Experience/ Loyalty Specialist
Framingham, USA
Job description
Sierra
At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You’ll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you’re working in our four global Home Offices, Distribution Centers or Retail Stores—TJ Maxx, Marshalls, Homegoods, Homesense, Sierra, Winners, and TK Maxx, you’ll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family—a Fortune 100 company and the world’s leading off-price retailer.
Job Description:
The Opportunity: Contribute To The Growth Of Your Career.
Provides support and direction to Field and Home Office to drive profitable sales by enhancing Customer Experience (CX), Loyalty Engagement (TJX Rewards) and Associate Experience (AX). This role provides strategic direction, training, and support to ensure operational excellence and alignment with business goals. Supports the chain by providing strategies based on global and thematic trends and opportunities. Evaluates training programs, store systems applications and serves as an internal consultant to ensure the business needs are being met.
Major Areas of Responsibility
- Implements and achieves Customer Experience, Associate Experience and Loyalty objectives by analyzing and increasing chain performance trends and opportunities.
- Ensures the education and execution of all Company customer experience standards and programs to Field Leadership.
- Develops and implements field communications, training tools, motivation programs, and business analysis strategies to impact field programs.
- Monitors and analyzes performance through the review of statistics and comments to identify districts in need of support regarding the customer experience and helps coordinate programs to increase the level of customer satisfaction.
- Partners with TJX Rewards Program Management to include, Global Payments, Marketing, Customer Service, and the financial partner to support field execution of the program.
- Participates in the development of Customer Experience strategies that involve Sierra Store Operations, Consumer Insights, TJX Customer Service, and Marketing.
- Promotes Customer Experience, Associate Experience, and TJX Rewards Program and seeks input and ideas from Field Teams.
- Establishes relationships with Bank Partner Regional Credit Sales Managers, coordinates and aligns on strategy, priorities, and travel.
- Acts as a Field liaison to provide feedback to Home Office to improve execution and support process improvement.
- Supports Associate Experience initiatives to drive engagement and performance, including Store Leadership Conferences, all-store meetings and motivation projects.
- Special projects as assigned.
Who We Are Looking For: You.
- Bachelor’s Degree or equivalent work experience
- 3-5 years in a Field/Store leadership role or operations experience.
- Strong interpersonal/influencing/partnership skills
- Ability to lead teams and projects
- Strong collaboration skills
- Organizational alignment
- Ability to identify trends through analysis, agile thinker
- Curious
Address:
550 Cochituate RoadLocation:
USA Home Office Framingham MA 550 Cochituate RdThis position has a starting salary range of $74,500.00 to $95,000.00 per year. Actual starting pay is determined by a number of factors, including relevant skills, qualifications, and experience.