Field Operations Loyalty Mgr

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:

Job Summary:

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.

Major Areas of Responsibility

• 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.

Specify the measure and size of this job’s financial responsibility (e.g., $100,000 payroll budget, $8,000,000 sales volume).

Responsible to deliver results on program goals to drive profitable sales

# of Direct & Indirect Reports (exempt and non-exempt)

Direct – 0 Indirect – 3-6

Describe the kinds of decisions made by the incumbent (e.g., hire/fire, technical decisions, markdowns, merchandise pricing/selection). Also, specify what recommendations are referred to the next level of management or others for approval.

Influencing of ZCEM’s, RVP’s, SRVP’s and Field AVP of Operations and being the VOC.

Drive consistency/sustainability of Marmaxx vision and strategy with Field Leaders.

Partnering with Marketing on marketing materials and roll out

Minimum formal education, if any, required to perform this job e.g., Bachelor's Degree in Accounting, Law Degree).

Bachelor’s Degree or equivalent work experience

Minimum job skills required to perform this job (for example: programming languages, strong interpersonal skills, computer software packages).

• 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

Minimum experience required to perform this job.

3-5 years in a Field/Store leadership role.

List specific jobs which could prepare an individual for this job.

Store Manager

Zone Customer Experience Manager

District Supervisor

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