Sr. Customer Engagement Specialist

TravisMathew

3d•Hybrid

About The Position

TravisMathew is a premium apparel brand that exists because we seized an opportunity—and we’re inviting you to take yours. Back in 2007, we saw there weren’t many companies whose clothing bridged the gap between performance and lifestyle, so we created our own. Inspired by the sun, surf, and sand of Southern California, we became a leading innovator in lifestyle performance apparel by making clothes for real life—plus working with premium wholesalers, building a leading e-commerce business, and opening retail stores around the world. We invite you to join team TravisMathew. The Sr. Specialist, Customer Engagement, plays a key role in shaping how customers engage with the TravisMathew brand across our retail stores. This role is responsible for supporting the development, execution, and optimization of our customer experience model while owning the day-to-day management of clienteling programs, customer insights, and community marketing initiatives that deepen loyalty, drive personalization and traffic. The ideal candidate is highly organized, relationship-driven, and skilled at translating insights into action. They thrive in cross-functional environments and are passionate about elevating service, strengthening store-to-customer relationships, and creating meaningful local connections in our communities.

Requirements

3–5 years of experience in retail customer experience, clienteling, store marketing, or related roles.
Strong understanding of retail environments and how to motivate and influence frontline teams.
Experience managing customer experience tools, CRM systems, or clienteling platforms.
Excellent written and verbal communication skills; ability to simplify complex information.
Highly organized project manager with strong attention to detail and follow-through.
Data-driven mindset with the ability to analyze insights and translate them into actionable improvements.
Passion for creating personalized experiences and building meaningful customer relationships.
Hybrid, office-based role requiring regular technology use; domestic travel up to 20% as needed.

Responsibilities

Customer Experience Support the execution and evolution of the TravisMathew customer experience model across all retail stores.
Partner with Retail Leadership to roll out programs and tools that elevate service, enhance brand differentiation, and support consistent delivery of our CX standards.
Track performance metrics, consolidate field and customer insights, and identify opportunities to improve the in-store experience.
Clienteling Own the clienteling strategy, tools, and day-to-day program management to deepen customer relationships and increase repeat engagement.
Build and maintain clienteling journeys, frameworks, and touchpoints that support personalization at scale.
Manage the third-party clienteling platform, ensuring seamless implementation, optimization, and ongoing enhancements.
Partner with Retail Training to develop and distribute training materials, tool guides, and adoption resources for store teams.
Produce regular reporting on clienteling performance, field feedback, and program updates.
Community Marketing Support the planning and execution of community-driven retail activations that drive traffic, brand awareness, and local engagement.
Collaborate with Marketing and Retail Leadership to develop targeted events and partnerships that strengthen our presence in key markets.
Track event success and provide insights to inform future community marketing strategies.
Cross-Functional Collaboration & Communication Work closely with Marketing, Retail Operations, Product, Visual Merchandising, and Training to ensure alignment across all customer-facing touchpoints.
Assist in developing clear and concise field communications that inform, motivate, and connect store teams.
Support recognition and engagement initiatives that promote a customer-first culture across the retail fleet.