Customer Experience Manager
Victoria's Secret 3,180 reviews - Calgary, AB

This job posting is no longer available on Indeed. Find similar jobs:Customer Experience Manager jobs - Victoria's Secret jobs

Victoria's Secret is Growing! Join our newest location opening at Market Mall!

Customer Experience Manager

The customer experience manager provides leadership that optimizes sales results with specific ownership for the customer experience on the sales floor. The customer experience manager drives results by developing and executing short term action plans and long term strategies. The customer experience manager leads brand initiatives to create an excellent associate and customer experience, while meeting and exceeding company productivity standards and managing controllables.

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

  • Fosters a customer-centric culture, where the full energy and activity of the 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
  • Maximizes sales potential by spending 80% of scheduled time on the sales floor
  • Demonstrates excellent customer sales lead (CSL) behaviors 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 behaviors to ensure a seamless customer experience
  • Analyzes customer experience reports and insights and mobilizes the team accordingly
  • Promotes ownership and accountability for category management
  • Understands, adheres to and reinforces brand standards
  • Ensures payroll is managed daily by punch guarding and executing flex worksheet
  • Supports optimization of the labor schedule by ensuring appropriate associate skills and availability
  • Gains business insight and creates SMART action plans that improve execution and results in partnership with category managers
  • Ensures 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 execution of visual merchandising strategies
  • Champions execution of Emerging Concepts in accordance with brand guidelines
  • Drives customer loyalty through current brand strategies, including credit and customer relationship marketing
  • Conducts CSL and associate observations and provides feedback and coaching
  • Manages and resolves customer relations issues
  • Partners with Sales Leadership Team to identify and resolve all maintenance and housekeeping issues
  • Reinforces all activities related to providing a safe working environment
  • Supports development and implementation of store strategy to reduce shrink
  • Creates an awareness of and builds capabilities in loss prevention by fostering a culture of honesty and connecting the links between customer service, associate engagement and shrink

Builds a high-performance team:

  • Attracts, recruits and hires a highly qualified team to support the functions of Best at Bras, category results and total customer experience
  • Owns talent management lifecycle of direct reports including onboarding, assessment, retention, career development, succession planning and recognition
  • Coaches direct reports to leverage the talent management lifecycle with team
  • Ensures quality onboarding of associates in partnership with category managers
  • Ensures high quality execution and facilitation of sales education materials and selling strategies
  • Builds associate connectivity of direct reports and associates
  • Manages associate relations of direct reports and any elevated issues
  • Partners with store manager to establish clear performance goals and objectives
  • Communicates effectively with Sales Leadership Team, associates and peers, including cascading relevant information to direct reports
  • Understands and demonstrates Limited Brands’ values

Takes responsibility for the following metrics, in addition to performance evaluation criteria and supporting key total store metrics:

  • Overall customer satisfaction
  • Bras percent to plan
  • Conversion
  • Credit
  • Retention

Job Requirements:

  • Demonstrates ability to improve customer satisfaction and drive customer loyalty
  • Proven ability to effectively delegate, follow up and communicate with all levels of the organization
  • Demonstrates ability to manage complex and competing priorities with time management and organizational skills
  • Demonstrates ability to assess talent, coach, develop and manage performance
  • Demonstrates business acumen with strong strategic and analytical skills
  • Demonstrates excellent visual merchandising skills
  • Schedule flexibility to include evenings and weekends
  • Previous management experience
  • Previous high volume management experience preferred

Please apply online:

We thank all applicants for their interest however only those selected for an interview will be contacted.

About this company
3,180 reviews
VICTORIA'S SECRET STORES Visit one of the most powerful, sexy and glamorous stores in the world, Victoria's Secret, where you'll find a...