Customer Experience Manager

23 hours ago

Miami FL USA, United States Victoria's Secret Full time
About the Role

The Customer Experience Manager is a key leadership position at Victoria's Secret, responsible for delivering exceptional customer and associate experiences to drive top-line sales. This role reports to the Store Manager and is a critical part of the store leadership team.

Key Responsibilities
  • Lead the Sales Floor: Drive and grow top-line sales by leading the sales floor, coaching and development of the team, performance management, and selling.
  • Operational Excellence: Support operational excellence through maintaining visual standards, payroll management, and merchandise availability.
  • Team Leadership: Direct reports include Customer Experience Lead(s) and/or Associates. All store leadership team responsibilities include:
    • Leading by Example: Demonstrate company values within the store.
    • Customer Experience: Deliver exceptional customer experiences through coaching, zoning, team selling, and personally selling.
    • Associate Development: Conduct associate observations and associate coaching.
    • Results-Driven: Link results to behaviors and actions to drive top-line sales.
    • Labor Management: Independently manage labor hours within the store to drive top-line sales and profit.
    • Visual Merchandising: Own the overall appearance and presentation of the brand by maintaining visual merchandising standards.
    • Communication: Collaborate with Sales Leadership Teams to ensure seamless communication and execution of required actions of the brand.
    • Policy and Procedures: Demonstrate and lead company policy and procedures.
  • Additional Responsibilities: Floorset mapping and execution, product launch support, onboarding, and shipment processing.
Requirements
  • Passion for the Brand: Passion for Victoria's Secret brand.
  • Customer Focus: Ability to improve customer satisfaction and drive customer loyalty.
  • Business Acumen: Experience reviewing business reports and insights and taking immediate and deliberate action to achieve results.
  • Self-Awareness: A sense of self-awareness with an interest in seeking feedback to improve and develop.
  • Leadership Experience: Experience selecting and developing direct reports to the next level and creating an environment where people do their best work.
  • Communication Skills: Ability to monitor/track progress and incorporate feedback into decision-making.
  • Strategic Thinking: Proven ability to link company strategies to day-to-day activities and inspire a team to deliver total company contribution.
  • Influencing Skills: Experience with influencing cross-functional partners in informal and formal settings to get things done.
  • Availability: Ability to work nights, weekends, and a flexible schedule.
  • Physical Demands: Ability to stand for long periods and frequently bend, kneel, and lift.
  • Technical Skills: Ability to use technology (headsets, mobile devices, computers).
  • Experience: 3+ years of retail leadership experience preferred.

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