Customer Experience Leader Victoria’s Secret/Pink

Description

A Supervisor is a values-based leader who delivers exceptional customer and associate experiences to grow top-line sales. The Supervisor leads performance through our core values of The Customer Rules, It Matters How We Play the Game, Inclusion Makes Us Stronger, and Passion Leads to Success. This role reports to the Store Manager or Assistant Store Manager.

Primary Responsibility:
The Supervisor has the primary responsibility of driving results for the total store when assigned as the Customer Sales Lead. Additionally, the Supervisor owns coaching and supports the development of associates to serve the customer as their top priority.

Key Responsibilities:
To perform this job effectively a Supervisor must be able to perform all responsibilities satisfactorily.

Brand Culture:

• Supports direction and drives performance for total store results.
• Supports the visual execution as assigned with Brand Leaders.
• Supports associate retention strategy by upholding positive associate relations that lead to engagement of the entire team.
• Conducts Customer Sales Lead observations to link behaviors to results and co-creates SMART action plans that improve Customer Experience, culture, and results for leaders.
• Spends non-Customer Sales Leader time coaching associates, demonstrating selling behaviors, and providing feedback to Sales Leadership Team on the Customer Experience.
• Personally, demonstrates and provides coaching to total store through selling behaviors, observations in all zones (selling floor, cash wrap, fitting room, and non-sales area), and building customer loyalty.

Talent:

• Supports posting, sourcing, and scheduling interviews for open roles within the store as assigned.
• Ensures pre-hire and new hire forms are completed
• Facilitates select sales associate onboarding and training modules.
• Completes associate observations.
• Tracks attendance of associates on assigned team.
• Supports the entry of Fixed Schedules in ACES
• Ensures payroll is managed and flexed daily

Operations:

• Supports overall appearance and presentation of merchandising strategies.
• Supports execution of replenishment and sell down during business hours.
• Ensures sensoring guidelines and testers are executed to company standards of brand.
• Responsible for execution, assignment and completion of daily, monthly, quarterly cleaning tasks within brand that can be conducted during business hours.
• Responsible for cash wrap organization and standards.
• Leads team to effectively manage customer flow, satisfaction, and line management of the cash wrap.
• Executes and/or directs cash wrap best practices including appearance, replenishment and recovery of impulse items.
• Executes packaging inventory, supply orders, damages and testers to standards.
• Executes scheduled purge of documents
• Updates and manages all backroom boards and compliance posters

All leaders are responsible for:

• Leading and demonstrating the company values within the store at all times.
• Conducting associate observations and being accountable for building customer loyalty.
• Displaying an understanding of all associate roles and ensuring all roles work for the good of the team and the customer.
• Supervising and leading associates in the role of the Customer Sales Lead. The Customer Sales Lead requires demonstrating the ability to coach associates and concurrently leading the Customer Experience through demonstration and selling. See CSL Guidance for additional details.
• Achieving identified performance metrics by gaining business insight through reviewing results daily, weekly and monthly and linking behaviors to actions to drive top-line sales.
• Inspecting payroll coding for accuracy and making daily, weekly, and monthly decisions to manage and flex labor plan
• Owning the overall appearance and presentation of brand by maintaining visual merchandising standards by recovering and cleaning the sales floor and non-selling areas.
• Collaborating with Sales Leadership Teams to ensure seamless communication and execution of required actions of the brand.
• Demonstrating and leading all company policy and procedures.
• Executing store opening/closing procedures.

Qualifications

• Experience taking business reports and insights and taking immediate and deliberate action to achieve results.
• A sense of self-awareness with an interest in seeking feedback to improve and develop.
• Ability to monitor/track progress and incorporate feedback into decision-making.
• Proven ability to link company strategies to day-to-day activities and inspire a team to deliver total company contribution.
• Experience with influencing cross-functional partners in informal and formal settings to get things done.
• Ability to work nights, weekends, and a flexible schedule.
• Ability to stand for long periods and frequently bend, kneel, and lift.
• Ability to use technology (headsets, mobile devices, computers).

An equal opportunity employer, we do not discriminate in hiring or terms and conditions of employment because of an individual’s race, color, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, marital status or any other protected category recognized by state, federal or local laws. We only hires individuals authorized for employment in the United States.

Job Type: Full-time

Pay: $16.25 - $18.38 per hour

Benefits:

• Health insurance
• Paid time off

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift
• Overnight shift

Weekly day range:

• Every weekend
• Monday to Friday

Work Location: In person