About Us

Since 1977, LAGOS has been a pioneer in fine jewelry, combining precious materials and expert craftsmanship to offer modern, iconic styles for women and men. Founded by master jeweler, Steven Lagos, the brand’s signature Caviar collections offer bold, unique styles that encourage personal expression. Today, Steven’s daughter. Kate Lagos serves as Associate Designer and Brand Stylist, continuing the tradition of excellence and creativity that defines the brand’s iconic Caviar collections.

About You

You are a detail-oriented, analytically strong operations professional who thrives at the intersection of data, process, and field engagement. You bring experience managing sales incentive programs or field operations workflows, with the ability to translate complex rules into clear, accurate execution. You are highly-organized, proactive, and comfortable owning recurring cycles with precision. You communicate confidently with field teams and cross-functional partners, build trust through accuracy and transparency, and consistently seek ways to simplify, automate, and improve processes.

Position Summary

As Field Experience Associate, you serve as a key operational partner supporting the effectiveness of the Designated Sales Associate (DSA) Program and the administration of field-based incentive initiatives. You ensure accurate, timely, and compliant execution of program processes while providing high-quality support to wholesale brand management and field teams. This includes the full lifecycle management of DSA assignments, overseeing incentive data and workflows, and driving clear, communication, documentation, and reporting that enhances field productivity and trust.

Essential Functions

Program Oversight: Designated Sales Associate (DSA)

• Own the DSA lifecycle: nomination, onboarding, assignment changes, performance validation, offboarding/rotation.
• Standardize eligibility criteria and role definitions; maintain the DSA roster, capacity models, and coverage rules by territory, segment, or channel.
• Publish program playbooks and service level agreements (e.g. response time for requests, seasonal timelines, exception handling).
• Manage intake & approvals for DSA designations, changes, and exceptions in partnership with wholesale brand management leadership.
• Monitor field adoption & impact (productivity, quota coverage) and recommend improvements.

Field Incentive Administration

• Translate plan designs into operational rules (crediting logic, eligibility flags, accelerators, spiffs, caps/floors).
• Run monthly/quarterly incentive cycles: data pulls, crediting, calculations, QA approvals, payout files, and payroll coordination.
• Oversee dispute management: intake, triage, root-cause analysis, resolution SLAs, and trend reporting.
• Ensure compliance with plan documents, local labor requirements, and internal controls; maintain audit-ready records.

Analytics & Performance Insights

• Own dashboards and scorecards (e.g. DSA coverage vs. plan, incentive cost-of-sale, ROI).
• Deliver actionable insights on DSA productivity and incentive effectiveness, including A?B test or pilots.
• Conduct periodic health checks (data quality, plan rules leakage).
• Build standardized reporting packs for wholesale brand management leadership and executive reviews.

Stakeholder & Field Engagement

• Be the field’s point of contact for DSA program and incentive questions; providing guidance and support.
• Run enablement sessions (live/async) for managers and DSAs on rules, timelines, and tools.
• Facilitate cross-functional governance with revenue, operations, finance, technology, and human resources; drive aligned decisions.

Governance, Controls & Documentation

• Maintain source of truth documentation; plan docs, process maps, SOPs, control matrices, and RACI.
• Drive policy adherence: eligibility, exception criteria, retro changes, clawbacks, and approvals.
• Prepare for audits (internal/external) and ensure evidence trails for key controls and data changes.

Systems, Data & Tooling

• Administer core systems supporting the program.
• Define and validate data feeds and mapping.
• Troubleshoot issues and coordinate with technology, wholesale brand management, and operations for enhancements, UAT, and releases.

Continuous Improvement

• Collect feedback and run retros after each incentive cycle or program milestone.
• Simplify processes with automation, templates, and self-service resources.
• Pilot and scale new incentive mechanics or DSA support motions; track ROI and adoption.

Key Performance Indicators

• Incentive Accuracy Rate
• On-Time Incentive Delivery
• DSA Program Coverage & Compliance
• Field Satisfaction with Incentives & DSA Program

What Success Looks Like

• The DSA Program operates smoothly and compliantly, with up-to-date roster, timely onboarding/offboarding, and measurable improvements in coverage and productivity.
• Incentive cycles run accurately and on schedule, with minimal adjustments and consistently positive feedback from the field.
• Field teams receive quick, high-quality support, reflected in reduced dispute volume, faster resolution times, and increased confidence in program rules and payouts.
• Data dashboards and reporting are reliable and actionable, enabling leaders to make informed decisions about performance trends, incentive effectiveness, and DSA impact.
• Process continually improve, demonstrated by streamlined workflows, documented SOPs, reduced manual effort, and increased automation or self-service adoption.

Qualifications

• Degree in marketing, communications, public relations, or a related field,
• Prior experience in sales operations, field operations, compensation administration, revenue operations, or a related analytical role.
• Strong analytical and data management skills, including proficiency with Excel and comfort working with large datasets.
• Experience with CRM tools, including understanding of sales hierarchies and role assignments.
• Familiarity with incentive compensation systems or similar workflow/crediting tools.
• Exceptional attention to detail with the ability to manage recurring processes, deadlines, and data-quality checks.
• Clear, concise communication skills with the ability to explain complex rules and processes to field teams and cross-functional partners.
• Strong organizational skills and the ability to manage multiple priorities in fast-paced environments.
• Problem-solving mindset, with experience identifying root causes and implementing process improvements.

Core Competencies  

To thrive and grow with our company, you must possess and continue to develop the following competencies: 

Customer Focus: Ensuring that the internal and external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers’ needs; promoting and operationalizing customer service as a value. 

Driving for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress towards goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement. 

Building Trusting Relationships: Using appropriate interpersonal styles to establish relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions. 

Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make change successful. 

Growth Orientation: Harnessing technical expertise, continuous learning, and commitment to improvement to optimize processes, address challenges, and achieve impactful results. 

Equal Employment Opportunities

LAGOS is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin, or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

Other Duties

Please note this job description is not intended to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.