Customer Experience Lead

2 weeks ago

Oshawa, Ontario, Canada Victoria's Secret Full time
Job Summary

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

Key Responsibilities

The Customer Experience Lead is responsible for driving and growing top-line sales by selling, leading, and directing associates on the sales floor. They also coach associates in the moment, maintain visual standards, manage payroll, and ensure merchandise availability. Additionally, they act as a front-line supervisor, assigning work and providing direction to non-supervisory associates.

All Store Leadership Team Responsibilities Include:
  • Leading and demonstrating company values within the store.
  • Delivering exceptional customer experiences through coaching, zoning, team selling, and personally selling.
  • Conducting associate observations and coaching.
  • Displaying an understanding of all associate roles and ensuring they work for the good of the team and the customer.
  • Linking results to behaviors and actions to drive top-line sales.
  • Independently managing labor hours within the store to drive top-line sales and profit.
  • Owning the overall appearance and presentation of the brand by maintaining visual merchandising standards.
  • Collaborating with Sales Leadership Teams to ensure seamless communication and execution of required actions.
  • Demonstrating and leading company policy and procedures.
  • Additional duties as assigned, including floorset mapping and execution, product launch support, onboarding, and shipment processing.

Requirements

This role requires a passion for the Victoria's Secret brand, excellent merchandising skills, and experience reviewing business reports and taking action to achieve results. The ideal candidate will also have a sense of self-awareness, be able to monitor progress, and incorporate feedback into decision-making. Additionally, they should be able to work nights, weekends, and a flexible schedule, and have the ability to stand for long periods and frequently bend, kneel, and lift. Experience directing other individuals in the performance of their job duties is preferred.

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