CITITRENDS is seeking a Customer Experience & Operations Coordinator to join our Store Operations team.
This role is a great opportunity for someone who enjoys connecting the dots between customer experience, store operations, reporting, process improvement, and cross-functional collaboration. The ideal candidate is highly organized, analytical, detail-oriented, and excited about supporting initiatives that enhance the shopping experience across our stores.
Duties & Responsibilities
- Manage and support Citi Trends' customer loyalty and customer feedback programs, including monitoring customer satisfaction trends, analyzing customer insights, identifying opportunities for improvement, and partnering with cross-functional teams to enhance customer engagement, retention, and the overall shopping experience
- Coordinate customer experience improvement initiatives and support action plans resulting from customer feedback.
- Manage store operational projects focused on enhancing the customer journey and improving store execution.
- Maintain operational reporting and dashboards related to customer experience and store performance.
- Partner with Marketing & Merchandising on floor plan roll outs to elevate visual merchandising in stores.
- Monitor and maintain store hours and location information through Yext and other customer-facing platforms.
- Review and support store readiness reporting, including Open/Close reports and operational compliance metrics.
- Coordinate waste management services and vendor-related operational support.
- Track and support new store openings, relocations, remodels, and associated readiness activities.
- Support labor and process improvement initiatives through research, data analysis, and operational audits.
- Facilitate communication between Store Operations, Facilities, Marketing, Merchandising, and Customer Service teams to ensure alignment on customer-facing initiatives.
- Manage and monitor special projects assigned by the Director of Labor & Process Improvement.
- Assist with field operational support and process documentation.
- Participate in store visits and operational reviews to identify opportunities for process improvements.
- Perform other duties as assigned.
Required Skills & Abilities
- Strong organizational and project management skills.
- Excellent analytical and problem-solving abilities.
- Strong written and verbal communication skills.
- Ability to manage multiple projects and priorities simultaneously.
- Advanced proficiency in Microsoft Excel, PowerPoint, and reporting tools.
- Ability to build partnerships across departments and influence without direct authority.
- Strong attention to detail and commitment to operational excellence.
Education & Experience
- Bachelor's degree in Business Administration, Retail Management, Operations, or related field preferred.
- 3-5 years of retail operations, customer experience, project management, or related experience.
- Experience supporting multi-unit retail environments preferred.