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Customer Experience Director

2 months ago

Bozeman, Montana, United States Victoria's Secret Full time
Job Description

Job Title: Customer Experience Manager

Job Summary:

We are seeking a highly motivated and experienced Customer Experience Manager to join our team at Victoria's Secret. As a Customer Experience Manager, you will be responsible for delivering exceptional customer experiences and driving top-line sales.

Key Responsibilities:

  • 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:

  • Possession for 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

Equal Opportunity Employer: Victoria's Secret is an equal opportunity employer and does not discriminate in hiring or terms and conditions of employment because of an individual's race, color, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, marital status, or any other protected category recognized by state, federal, or local laws.