Customer Experience Manager - Victorias Secret - Mall of Louisiana - Baton Rouge, LA

$46,280 - $62,192/Yr

Victoria's Secret - Baton Rouge, LA

Full-time - Mid Level

Baton Rouge, LA

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 is pivotal in driving and growing top-line sales by leading the sales floor, coaching and developing the team, managing performance, and actively selling. The Customer Experience Manager supports operational excellence through maintaining visual standards, payroll management, and ensuring merchandise availability. This position reports directly to the Store Manager and plays a crucial role in the overall success of the store. The Customer Experience Manager is responsible for leading and demonstrating company values within the store. They deliver exceptional customer experiences by acting as the Head Coach, which involves coaching, zoning, team selling, and personally engaging in sales. The role includes conducting associate observations and coaching, ensuring that all associate roles work collaboratively for the benefit of both the team and the customer. The manager links results to behaviors and actions to drive top-line sales and independently manages labor hours within the store to optimize sales and profit. In addition to these responsibilities, the Customer Experience Manager owns the overall appearance and presentation of the brand by maintaining visual merchandising standards. They collaborate with Sales Leadership Teams to ensure seamless communication and execution of required actions of the brand. The role also involves demonstrating and leading company policies and procedures, along with additional duties such as floorset mapping and execution, product launch support, onboarding, and shipment processing. This position requires a passion for the Victoria's Secret brand and a commitment to improving customer satisfaction and driving customer loyalty.

Responsibilities

• Drive and grow top-line sales by leading the sales floor.
• Coach and develop the team to enhance performance.
• Manage labor hours within the store to optimize sales and profit.
• Maintain visual merchandising standards to ensure brand presentation.
• Conduct associate observations and provide coaching to team members.
• Link results to behaviors and actions to drive sales.
• Collaborate with Sales Leadership Teams for effective communication and execution of brand actions.
• Demonstrate and enforce company policies and procedures.
• Support operational excellence through payroll management and merchandise availability.
• Execute 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 to enhance their skills.
• Ability to monitor progress and incorporate feedback into decision-making.
• Proven ability to link company strategies to daily activities and inspire team performance.
• Experience influencing cross-functional partners to achieve objectives.
• Ability to work nights, weekends, and maintain a flexible schedule.
• Ability to stand for long periods and frequently bend, kneel, and lift.
• Proficiency in using technology such as headsets, mobile devices, and computers.
• 3+ years of retail leadership experience preferred.

Benefits

• Flexible schedule