Victorias Secret- Customer Experience Lead
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About The Position
A Victoria's Secret & Co Customer Experience Lead is a values-based leader who delivers exceptional customer and associate experiences to drive and grow top-line sales. This role is crucial in ensuring that both customers and associates have a positive experience in the store. The Customer Experience Lead is primarily responsible for driving and growing top-line sales by selling, leading, and directing associates on the sales floor, as well as coaching associates in real-time to enhance their performance. This position supports operational excellence through maintaining visual standards, managing payroll, and ensuring merchandise availability. As a front-line supervisor, the Customer Experience Lead is responsible for assigning work and providing direction to non-supervisory associates. This role includes leading and demonstrating company values within the store, delivering exceptional customer experiences, and acting as the Head Coach through coaching, zoning, team selling, and personal selling. The Customer Experience Lead conducts associate observations and coaching sessions, ensuring that all associate roles work collaboratively for the benefit of the team and the customer. Additionally, the Customer Experience Lead is expected to manage labor hours effectively to drive sales and profit, maintain the overall appearance and presentation of the brand by upholding visual merchandising standards, and collaborate with Sales Leadership Teams to ensure seamless communication and execution of brand actions. Other responsibilities may include floorset mapping and execution, product launch support, onboarding, and shipment processing. This role requires a passion for the Victoria's Secret brand and a commitment to delivering exceptional service.
