Customer Experience Team Lead

1 week ago


Westford, Massachusetts, United States Marshalls Full time
Unlock a World of Possibilities

We're on the lookout for a talented Customer Experience Team Lead to join our team at Marshalls. As a key player in delivering exceptional customer experiences, you'll be responsible for overseeing a team of Associates, ensuring prompt and courteous service, and promoting loyalty programs.

About the Role

This is an exciting opportunity to grow your career with one of the world's leading off-price retailers. You'll be working closely with our management team to drive sales growth, improve customer satisfaction, and maintain a clean and organized store environment.

  • Key Responsibilities:
  • Create a positive internal and external customer experience
  • Promote a culture of honesty and integrity; maintain confidentiality
  • Takes an active role in training and mentoring Associates on front-end principles
  • Trains and coaches Associates on personalizing the customer experience while promoting loyalty programs
  • Assigns registers, supports and responds to POS coverage needs, and coordinates breaks for all Associates
  • Addresses customer concerns and issues promptly, ensuring a positive customer experience
  • Ensures Associates execute tasks and activities according to store plan; prioritizes as needed
  • Communicates accurately and effectively with management and Associates when setting and addressing priorities; provides progress updates
  • Provides and accepts recognition and constructive feedback
  • Partners with Management on Associate training needs to increase effectiveness
  • Ensures adherence to all labor laws, policies, and procedures
  • Promotes credit and loyalty programs
  • Supports and participates in store shrink reduction goals and programs
  • Promotes safety awareness and maintains a safe environment
What We're Looking For

We're seeking a motivated and results-driven individual with excellent leadership skills and a passion for delivering exceptional customer experiences. If you have:

  • A strong understanding of merchandising techniques
  • Capable of multi-tasking
  • Strong communication and organizational skills with attention to detail
  • Able to respond appropriately to changes in direction or unexpected situations
  • Team player, working effectively with peers and supervisors
Benefits and Compensation

We offer a competitive salary range of $16.00 to $16.50 per hour, based on relevant skills, qualifications, and experience. Our comprehensive benefits package includes:

  • Associate discount
  • EAP
  • Smoking cessation
  • Bereavement
  • 401(k) Associate contributions
  • Child care & cell phone discounts
  • Pet & legal insurance
  • Credit union
  • Referral bonuses

Eligible employees also receive additional benefits, including 401(k) match, medical/dental/vision, HSA, health care FSA, life insurance, short/long term disability, paid parental leave, paid holidays/vacation/sick, auto/home insurance discounts, scholarship program, and adoption assistance.

About Us

We're part of the TJX family, which includes TJ Maxx, HomeGoods, Sierra, and Homesense. At Marshalls, we believe in embracing each other's differences and unique perspectives. We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.



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