Bring your
passion to a place

About us

KnitWell Group, a specialty retail operating company, comprises some of the most iconic brands in America – Ann Taylor, Chico's, Haven Well Within, Lane Bryant, LOFT, Soma, Talbots, White House Black Market. Individually, our brands are unique and strong. Together, we are powerful.

Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good.

About the Position

We are seeking a highly skilled and customer-centric Manager to support the Sr. Director, Customer Experience & Store Communications with developing, implementing and sustaining programs aimed at differentiating the retail store experience. These programs will focus on engaging our in-store customer through meaningful experiences that will build long-term relationships with their local store. This role will work closely with cross-functional teams to define, roadmap and execute these programs ensuring they support our business objectives and align with seasonal pacing. The ideal candidate will have a passion for the retail experience, a strong background in strategic planning, program management skills, as well as experience with writing behavioral training.

The Impact You Can Have

• Lead the organization and implementation of strategic programs that will support our store teams in cultivating a relationship-based customer experience (i.e. styling appointments, community events, VIP experiences, etc.)

• Partner extensively with the Customer Experience team to manage the change management process associated with these programs by creating training and communications to ensure successful adoption within our field organization.

• Outline ongoing engagement plans and build supporting resources to strengthen selling behaviors and deliver consistent results, with a priority focus on Associate-to-Customer clienteling efforts and how that comes to life by brand.

• Partner with the Customer Experience team to create and maintain production schedule for brand pillar events, assisting with crafting event overviews and resources to prepare store teams to engage our customers.

• Own the ongoing management of our internal store Associate points-based reward programs, focusing on proactive planning, participation growth and budget management.

• Create clear, concise and dynamic user training for customer engagement tools and systems to empower and enable our Associates to deliver a seamless customer experience.

• Leverage analytics and customer insights to continuously evaluate program performance and identify opportunities for future enhancements.

• Prepare regular reports and recaps for leadership outlining the status of ongoing programs including high-level results, areas of opportunity and suggested action plans.

• Assist with ad hoc company growth initiatives that will have an impact on the in-store customer experience.

• Embody customer-centric behaviors and have an understanding of how an exceptional team focused on service contributes to company growth.

• Co-lead with the Manager, Customer Experience, the production of leadership conferences/regional meetings (logistics coordination, creating presentations, onsite execution, etc.)

• Stay current on key trends and best practices in retail experience and customer engagement.

• Demonstrate fiscal responsibility to organize and manage project budgets as needed.

• This role partners with key stakeholders, including field leadership, customer experience, store communications, operations, IT, and marketing teams, to ensure alignment and successful execution.

• Maintain collaborative relationships with external vendors and partners, ensuring the quality of deliverables and budget expectations are met.

You'll Bring To The Table

• 5+ years’ experience in corporate environment with exposure to retail operations, strategic planning, and customer experience

• Bachelor’s degree or equivalent work experience in Business, Communications, Marketing or Brand Strategy.

• Organized, self-motivated, resourceful individual who can think creatively and holistically.

• A true team player who exhibits a sense of urgency and can-do attitude to tackle new projects to work both collaboratively and independently.

• Confident to propose new ideas and approaches while encouraging thoughtful risks to propel forward thinking.

• Proven experience in managing complex projects and coordinating cross-functional team inputs.

• Excellent communication skills (verbal & written) with the ability to organize, apply hierarchy, and simplify content for various audiences.

• Strong interpersonal skills, with the ability to build relationships at all levels of the organization.

• Experience in project management inclusive of mapping milestones/tasks, setting timelines and contingency planning; all within a fast-paced environment and evolving business needs.

• Demonstrates professional maturity and business acumen.

• Proficient in Microsoft Office Suite (Word, Excel, PPT, One Drive, etc.); Familiar with InDesign or a commitment to learn

• Retail store background is a plus, but not required.

The target salary range for this role is: $95,000 - $102,000

Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role.

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Location:

Times Square Tower-ANN-New York, NY 10036

Position Type:

Regular/Full time

Equal Employment Opportunity

The Company is committed to hiring and developing the most qualified people at all levels. It is our policy in all personnel actions to ensure that all associates and potential associates are evaluated on the basis of qualifications and ability without regard to sex (including pregnancy), race, color, national origin, religion, age, disability that can reasonably be accommodated without undue hardship, genetic information, military status, sexual orientation, gender identity, or any other protected classification under federal, state, or local law. We do not discriminate in any of our employment policies and practices. All associates are expected to follow these principles in all relationships with other associates, applicants, or others with whom we do business.