Customer Experience Manager - Victorias Secret - Kalakaua Avenue - Honolulu, HI

$54,184 - $79,768/Yr

Victoria's Secret - Honolulu, HI

Full-time - Mid Level

Honolulu, HI

10,001+ employees

Clothing, Clothing Accessories, Shoe, and Jewelry Retailers

About the position

A Victoria's Secret & Co Customer Experience Manager is a values-based leader who delivers exceptional customer and associate experiences to grow top line sales. This role reports to the Store Manager. The Customer Experience Manager is responsible for driving and growing top-line sales by leading the sales floor, coaching and development of the team, performance management, and selling. In addition, the Customer Experience Manager supports operational excellence through maintaining visual standards, payroll management, and merchandise availability. The Customer Experience Manager will lead and demonstrate company values within the store, ensuring that exceptional customer experiences are delivered. This includes acting as the Head Coach through coaching, zoning, team selling, and personally selling. The role involves conducting associate observations and coaching, displaying an understanding of all associate roles, and ensuring that all roles work for the good of the team and the customer. The manager will link results to behaviors and actions to drive top-line sales, independently manage labor hours within the store, and own the overall appearance and presentation of the brand by maintaining visual merchandising standards. Collaboration with Sales Leadership Teams is essential to ensure seamless communication and execution of required actions of the brand. The Customer Experience Manager will also demonstrate and lead company policy and procedures, and take on additional duties as assigned, including but not limited to floorset mapping and execution, product launch support, onboarding, and shipment processing.

Responsibilities

• Driving and growing top-line sales by leading the sales floor.
• Coaching and developing the team to enhance performance.
• Managing labor hours within the store to drive sales and profit.
• Maintaining visual merchandising standards and overall brand presentation.
• Conducting associate observations and coaching to improve performance.
• Collaborating with Sales Leadership Teams for effective communication and execution of brand actions.
• Demonstrating and leading company policies and procedures.
• Executing additional duties such as floorset mapping, product launch support, onboarding, and shipment processing.

Requirements

• Passion for the Victoria's Secret brand.
• Ability to improve customer satisfaction and drive customer loyalty.
• Experience reviewing business reports and taking deliberate action to achieve results.
• Self-awareness and interest in seeking feedback for improvement.
• Experience in selecting and developing direct reports.
• Ability to monitor progress and incorporate feedback into decision-making.
• Proven ability to link company strategies to day-to-day activities.
• Experience influencing cross-functional partners to achieve goals.
• Ability to work nights, weekends, and maintain a flexible schedule.
• Ability to stand for long periods and frequently bend, kneel, and lift.
• Experience with technology such as headsets, mobile devices, and computers.
• 3+ years of retail leadership experience preferred.

Benefits

• Flexible schedule