Job Description

The Opportunity: Grow Your Career.

Accountable to provide leadership and direction to Zone Customer Experience Managers based on global and thematic trends and opportunities, in all internal and external customer engagement and loyalty programs. Aligns and connects to all organizational goals. This position is based out of Home Office; travel is required.

• Executes and achieves Customer Experience (CX) and TJX Rewards (TJXR) objectives by analyzing and maximizing chain performance trends and opportunities.
• Creates a strategic approach for self and the team to include purposeful and structured visits and measurement of impact.
• Builds relationships with SYF Regional Credit Sales Managers, coordinates and aligns on strategy, priorities and travel.
• Develops Zone Customer Experience Managers (ZCEM’s) through consistent coaching and training
• Sets clear goals for the ZCEM’s and provides ongoing feedback.
• Ensures the education and execution of all Company customer experience standards and programs to Field Leadership.
• Models and demonstrates effective and consistent communications with all levels of Field Leadership to build trust and provide ongoing support.
• Provides weekly update through strategy meetings with direct supervisor.
• Conducts a consistent cadence of communication with all ZCEM’s to review results and align on strategies
• Provides quarterly business review of results and identify a strategic approach for continuous improvement and sustainability.
• Acts as a Field liaison to provide feedback to Home Office on VOC to improve execution to support process improvement.
• Special projects as assigned.

Who We’re Looking for: You.

• Bachelor’s Degree or equivalent work experience
• 3-5 years in a Field/Store leadership role.
• 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

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