Customer Experience Manager (Victoria's Secret)

LUXURY VENTURES PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading luxury retail company in Singapore seeks a sales leader to optimize customer experience and drive sales on the sales floor. This role demands ownership of total store results and the implementation of strategic action plans to exceed company productivity standards. The ideal candidate will foster a customer-focused culture and ensure high-quality visual merchandising. A strong ability to analyze insights and mobilize teams for improved performance is essential.

Responsibilities

• Foster a customer-centric culture focused on delivering highly satisfying customer experiences.
• Own the customer experience throughout the total store.
• Maximize sales potential by spending 80% of scheduled time on the sales floor.
• Demonstrate excellent customer sales lead behaviours while managing segments weekly.
• Support and enhance all selling behaviours for a seamless customer experience.
• Analyze customer experience reports and mobilize the team accordingly.

Job description

Position Summary

• Provides leadership that optimizes sales result with specific ownership for the customer experience on the sales floor.
• Drives result by developing and executing short term action plans and long-term strategies.
• Leads brand initiatives to create an excellent Associate and customer experience while meeting and exceeding company productivity standards.

Roles & Responsibilities

Delivers a best-in-class, captivating, branded customer experience that builds loyalty and enables consistent sales and profit growth:

• Foster a customer-centric culture, where the full energy and activity of store team are focused on delivering highly satisfying customer experiences
• Serves on Sales Leadership Team and is responsible for total store results
• Owns the customer experience throughout the total store
• Maximises sales potential by spending 80% of scheduled time on the sales floor
• Demonstrates excellent customer sales lead (CSL) behaviours while owning 10-12 segments per week
• Owns Best at Bras with a focus on current selling strategies
• Supports, models and enhances all selling and sales support behaviours to ensure a seamless customer experience
• Analyses customer experience reports and insights and mobilizes the team accordingly
• Promote ownership and accountability for category management
• Understands and adheres to and reinforces company and brand standards
• Gains business insights and creates SMART action plans that improves execution and results in partnership with category manager
• Ensure compelling visual merchandising strategies and presentation standards are achieved and maintained
• Leads strategic planning of brand guide with category managers and partners with brand delivery team to ensure high level of visual merchandising execution
• Creates an awareness of and builds capabilities in loss prevention by fostering a culture of integrity and connecting the links between customer service, associate engagement and shrink.