Customer Experience Manager-Crossgates Mall

Crossgates; City of Albany (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

Crossgates in Albany, NY, is seeking a Customer Experience Manager who excels in retail leadership to craft exceptional customer experiences and drive sales. You'll oversee a dynamic team and ensure visual standards are met.

This role requires a passion for customer satisfaction, operational excellence, and the ability to coach your team effectively. Join us and take the lead in delivering top-tier retail experiences!

Qualifications

• 3+ years of retail leadership experience preferred.
• Proven ability to drive customer loyalty and satisfaction.
• Experience in coaching and developing team members.

Responsibilities

• Lead and drive top-line sales on the sales floor.
• Support operational excellence through visual standards.
• Manage labor hours within the store effectively.

Skills

Customer satisfaction improvement

Retail leadership

Coaching and team development

Business report analysis

Job description

Customer Experience Manager - Crossgates Mall

At Victoria’s Secret & Co, you’ll join a world-leading specialty retail brand recognized globally for innovation and excellence in lingerie and fashion. You’ll work alongside industry leaders to set the standard for what a retail brand can achieve, placing customers at the center of everything we do to create products and experiences that bring them joy.

We believe everyone deserves a place where they truly belong. We celebrate individuality and know that your passion, experience, and unique perspective strengthen our team and business. Here, you’ll be empowered to perform, grow, and engage through unmatched opportunities to develop your skills, gain real-world experience, and learn from the best in the business.

Description

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.

Primary Responsibility: 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.

Direct Reports as assigned: Customer Experience Lead(s) and/or Associates.

All Store Leadership Team responsibilities include:

• Leading and demonstrating company values within the store.
• Delivering exceptional customer experiences in the role of the Head Coach through coaching, zoning, team selling and personally selling.
• Conducting associate observations and associate coaching.
• Displaying an understanding of all associate roles and ensuring all roles work for the good of the team and the customer.
• Linking results to behaviors and actions to drive top-line sales.
• Independently managing labor hours within the store to drive top line sales and profit.
• Owning the overall appearance and presentation of brand by maintaining visual merchandising standards.
• Collaborating with Sales Leadership Teams to ensure seamless communication and execution of required actions of the brand.
• Demonstrating and leading company policy and procedures.
• Additional duties as assigned, including but not limited to: Floorset mapping and execution, Product launch support, onboarding, and shipment processing.
• This role requires the ability to lift and carry up to 40 pounds, as well as frequent bending, stretching, walking and prolonged standing as part of your daily tasks.

VS&Co provides a range of compensation for this role as shown. Your actual salary will be determined by a number of factors, including: your specific skills and experience, geographic region, or other relevant factors.

Qualifications

• Passion for Victoria’s Secret Brand.
• Ability to improve customer satisfaction and drive customer loyalty.
• Experience reviewing 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.
• Experience selecting and developing direct reports to the next level and creating an environment where people do their best work.
• 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 flexibility to schedule.
• Ability to stand for long periods and frequently bend, kneel, and lift.
• Ability to use technology (headsets, mobile devices, computers).
• 3+ years of retail leadership experience preferred.

We will consider employment for all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws. Please see links: California Fair Chance Act, Los Angeles Fair Chance Initiative for Hiring Ordinance, Philadelphia Fair Chance Law, San Francisco Fair Chance Ordinance, Los Angeles County Fair Chance Ordinance.

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 hire individuals authorized for employment in the United States.