Customer Experience Operations Coordinator

Citi Trends; Savannah (GA); On-site; USD 44,000 - 60,000; Full time

Job summary

Citi Trends in Savannah, GA is seeking a Customer Experience & Operations Coordinator to connect customer experience with store operations, reporting, and process improvement. The role prioritizes organization, analytics, and cross-functional teamwork to enhance the shopping experience across all stores.

The ideal candidate will manage loyalty and feedback programs, support initiative rollouts, and maintain operational dashboards while coordinating with Marketing, Merchandising, and Facilities.

Qualifications

• Strong organizational and project management capabilities.
• Analytical and problem-solving abilities.
• Clear written and verbal communication skills.
• Ability to manage multiple projects and priorities concurrently.
• Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
• Ability to influence cross-functionally without direct authority.

Responsibilities

• Support loyalty and customer feedback programs, analyze insights, and partner with teams to improve engagement and retention.
• Coordinate customer experience initiatives and action plans from feedback.
• Lead store operations projects to enhance customer journeys and store execution.
• Maintain dashboards and operational reporting on CX and store performance.
• Collaborate with Marketing & Merchandising on floor plan execution and visuals.

Skills

Organizational skills

Project management

Analytical thinking

Communication skills

Multitasking

Excel/PowerPoint

Cross-functional collaboration

Attention to detail

Education

Bachelor's degree in Business Administration / Retail Management / Operations

Job description

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.