Customer Engagement Leader

2 days ago


George, Washington, United States Premium Brands Services, LLC Full time
About Us
At Premium Brands Services, LLC, we're passionate about empowering women through fashion. Our iconic plus-size brand, Lane Bryant, has been a pioneer in the industry for 120 years. We're committed to creating a culture that values inclusivity, acceptance, and self-expression.

Job Overview
The Customer Engagement Leader is a critical role that requires strong leadership skills, excellent communication, and a passion for delivering exceptional customer experiences. As a key member of our team, you'll lead activities to achieve store goals, including financial objectives, client service, talent management, operational controls, asset protection, and safety. You'll operate as the Manager on Duty in the absence of another Manager and live by our Company Leadership Principles:

We Value Our People
* Lead with integrity and demonstrate care for all associates
* Assist with developing internal bench strength
* Support the onboarding experience to position associates for excellence in role and career progression
* Partner with Store Managers on self-development goals
* Encourage continuous growth; celebrate positive performance and service behaviors
* Share information and communicate clearly; foster dialogue around solutions and continuous learning
* Ensure compliance with company policies and procedures and applicable laws at all times

We Love Our Customers
* Represent Lane Bryant by adhering to 'Dress Your Best' guidelines; articulate current trends in every client interaction
* Support a culture that inspires and empowers teams to consistently exceed client expectations
* Lead and direct execution of tasks; drive a high level of productivity
* Hold self and associates accountable for consistently demonstrating Lane Selling; model behaviors
* Resolve customer concerns quickly and effectively and empower teams to do the same

We Win As A Team
* Foster a culture that embraces diversity in thought, background, and experience
* Demonstrate transparency; influence in a courageous and respectful way to drive strategy and results
* Ensure all communications are shared with the appropriate audience
* Support a culture that values how work is done as much as the outcome
* Report to work as scheduled; record time worked accurately using the time and attendance system; remain flexible to the needs of the business

We Take Action and Own Our Results
* Drive operational excellence;
* Using the Brand Guide, support visual updates and maintain visual merchandising standards
* Partner with Store Managers to recognize opportunities; adjust strategies to align with business demands
* Prioritize and control workload through successful planning and delegation
* Manage controllable expenses
* Comply with Asset Protection policies and practices; promote health and safety within stores

We Innovate and Learn Fast
* Push for innovative solutions that bring originality to the organization
* Embrace change; lead teams with a sense of urgency and agility
* Promote a test-and-learn culture
* Initiate continuous product movement based on Brand directives, client profiles, and store sales
* Contribute to an environment that promotes taking risks and out-of-the-box thinking

Key Responsibilities
* Strong communication and customer service skills
* 6 months specialty retail experience, preferred
* Prior management experience preferred
* Technology proficient and strong business acumen
* Works a flexible schedule to meet the needs of the business, including evening, weekend, and holiday shifts
* Must be able to read, write, and communicate in English; other languages desirable
* High school diploma (or equivalent) required

Estimated Salary Range: $55,000 - $65,000 per year

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