Customer Experience Manager (Victoria's Secret)

Position Summary

Provides leadership that optimizes sales result with specific ownership for the customer experience on the sales floor.

Drives result by developing and executing short term action plans and long-term strategies.

Leads brand initiatives to create an excellent Associate and customer experience while meeting and exceeding company productivity standards.

Roles & Responsibilities:

Delivers a best-in-class, captivating, branded customer experience that builds loyalty and enables consistent sales and profit growth:

Foster a customer-centric culture, where the full energy and activity of store team are focused on delivering highly satisfying customer experiences

Serves on Sales Leadership Team and is responsible for total store results

Owns the customer experience throughout the total store

Maximises sales potential by spending 80% of scheduled time on the sales floor

Demonstrates excellent customer sales lead (CSL) behaviours while owning 10-12 segments per week

Owns Best at Bras with a focus on current selling strategies

Supports, models and enhances all selling and sales support behaviours to ensure a seamless customer experience

Analyses customer experience reports and insights and mobilizes the team accordingly

Promote ownership and accountability for category management

Understands and adheres to and reinforces company and brand standards

Gains business insights and creates SMART action plans that improves execution and results in partnership with category manager

Ensure compelling visual merchandising strategies and presentation standards are achieved and maintained

Leads strategic planning of brand guide with category managers and partners with brand delivery team to ensure high level of visual merchandising execution

Creates an awareness of and builds capabilities in loss prevention by fostering a culture of integrity and connecting the links between customer service, associate engagement and shrink.