Store Operations Specialist - Customer Experience

About us

Talbots is a leading omni-channel specialty retailer of women's clothing, shoes and accessories. Established in 1947, we are known for modern classic style that's both timeless and timely, fine quality craftsmanship and gracious service. At Talbots relationships are the key to our business, we hire individuals who bring new ideas to the table, understand smart risk taking and can enhance an already thriving culture. With a commitment to offer modern classic style for every body type, through a full range of sizes, inclusive to every woman in your life.

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.

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Location:

Corporate Office-Talbots-Hingham, MA 02043

Position Type:

Regular/Full time

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 [email protected]. 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.