Customer Experience Lead

2 weeks ago

Ontario, California, United States Victoria's Secret Full time
Job Summary

A Victoria's Secret & Co Customer Experience Lead is a values-based leader who delivers exceptional customer and associate experiences to drive and grow top-line sales. Based on store volume, this role reports to either the Store Manager or the Customer Experience Manager.

Key Responsibilities
  • Drive and grow top-line sales by selling, leading and directing associates on the sales floor, and coaching associates in the moment.
  • Support operational excellence through maintaining visual standards, payroll management, and merchandise availability.
  • Act as a front-line supervisor responsible for assigning work and providing direction to non-supervisory associates.
  • Lead and demonstrate company values within the store.
  • Deliver exceptional customer experiences in the role of the Head Coach 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.
Requirements
  • Possession for Victoria's Secret Brand.
  • Demonstrates excellent merchandising skills.
  • 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.
  • Ability to monitor/track progress and incorporate feedback into decision-making.
  • 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).
  • 1 year of retail experience preferred
  • Experience directing other individuals in the performance of their job duties preferred

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