Customer Experience Manager

6 days ago

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

A Victoria's Secret & Co Customer Experience Manager is a values-based leader who delivers exceptional customer and associate experiences to drive top-line sales. This role reports to the Store Manager.

Key Responsibilities
  • Drive and grow top-line sales by leading the sales floor, coaching and development of the team, performance management, and selling.
  • Support operational excellence through maintaining visual standards, payroll management, and merchandise availability.
  • Lead and demonstrate company values within the store.
  • Deliver exceptional customer experiences through coaching, zoning, team selling, and personally selling.
  • Conduct associate observations and associate coaching.
  • Display an understanding of all associate roles and ensure all roles work for the good of the team and the customer.
  • Link results to behaviors and actions to drive top-line sales.
  • Independently manage labor hours within the store to drive top-line sales and profit.
  • Owning the overall appearance and presentation of brand by maintaining visual merchandising standards.
  • Collaborate with Sales Leadership Teams to ensure seamless communication and execution of required actions of the brand.
  • Demonstrate and lead company policy and procedures.
  • Additional duties as assigned, including but not limited to: Floorset mapping and execution, Product launch support, onboarding, and shipment processing.
Requirements
  • Possess a passion for the Victoria's Secret brand.
  • Ability to improve customer satisfaction and drive customer loyalty.
  • Experience reviewing business reports and insights and taking immediate and deliberate action to achieve results.
  • A sense of self-awareness with an interest in seeking feedback to improve and develop.
  • Experience selecting and developing direct reports to the next level and creating an environment where people do their best work.
  • Ability to monitor/track progress and incorporate feedback into decision-making.
  • Proven ability to link company strategies to day-to-day activities and inspire a team to deliver total company contribution.
  • Experience with influencing cross-functional partners in informal and formal settings to get things done.
  • Ability to work nights, weekends, and a flexible schedule.
  • Ability to stand for long periods and frequently bend, kneel, and lift.
  • Ability to use technology (headsets, mobile devices, computers).
  • 3+ years of retail leadership experience preferred.

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