Customer Experience Operations Coordinator

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.

Tagged as: Data Analysis, Excel, Project Management