Store Operations Specialist - Customer Experience

About the role The Store Operations Specialist, Customer Experience, helps create customer engagement and associate incentive programs that support Talbots stores while also owning the Concierge application and helping ensure a smooth, effective experience for store associates. This role manages reporting tied to customer and associate engagement, including ongoing updates and enhancements, and works across teams to balance priorities, make sound decisions, and bring programs and ideas to life. The impact you can have Partner with Field Leadership to design, implement, and administer store‑level customer engagement campaigns and associate incentive programs aligned with business goals. Collaborate with Field Leadership and store teams to refine program strategy, gather feedback, and measure effectiveness. Partner with Store Communications to develop selling tools, tactics, and communications that drive adoption and effective use of the Concierge program. Serve as the business owner of the Concierge application by maintaining expertise in store use cases and guiding future development. Gather input from stores and cross‑functional partners to prioritize enhancements and support release planning for additional Concierge functionality. Implement and administer incentive programs for Retail and Outlet stores, including oversight of exceptions, budget management, and program execution. Execute accurate and timely associate incentive payouts to support engagement and maintain program credibility. Maintain the TEAM Rewards page to ensure content is current, accurate, and aligned with organizational priorities. Coordinate with vendor partners to ensure timely campaign delivery to stores and resolve associate issues as needed. You’ll bring to the role Bachelor’s degree or equivalent experience preferred. 5+ years of retail experience in customer engagement and store systems. Strong understanding of store operations and the retail environment. Ability to implement programs effectively in a retail environment. Comfortable learning new technologies and systems quickly. Strong interest in and understanding of customer engagement tools. Experience analyzing business trends and engagement performance. Strong communication, collaboration, and prioritization skills. Benefits You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies. Support for your individual development plus opportunities for career mobility within our family of brands. A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities. Medical, dental, vision insurance & 401(K). Employee Assistance Program (EAP). Time off – paid time off & holidays. The target salary range for this role is: $65,000 - $70,000. On‑site: This position works on‑site at least 4 days per week consistent with the needs of the business at our Talbots office location in Hingham, MA. *Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role. Position Type Regular/Full time Location Corporate Office - Talbots - Hingham, MA 02043 Equal Employment Opportunity The Company is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidate's qualifications as they relate to the requirements of the position under consideration and are made without regard to sex (including pregnancy), race, color, national origin, religion, age, disability, genetic information, military status, sexual orientation, gender identity, or any other category protected by applicable law. The Company is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process, please contact View email address on click.appcast.io. The Company will make reasonable accommodations for otherwise qualified applicants or employees, unless such accommodations would impose an undue hardship on the operations of the Company’s business. The Company will not revoke or alter a job offer based on an applicant’s request for reasonable accommodation. #J-18808-Ljbffr Talbots