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Experience Manager-Carolina Premium Outlets

Company: L Brands
Location: Smithfield
Posted on: May 3, 2021

Job Description:


A Victoria's Secret Experience Manager is a values-based leader that delivers exceptional customer and associate experiences to grow top line sales. An Experience Manager leads store 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.

Primary Responsibility: The Experience Manager has the primary responsibility of coaching and development of entire store team to deliver on the brand story though customer experience behaviors, operational excellence, and product life cycles of assigned brand.

Direct Reports: Supervisor(s), Sales and Support Generalist

Success Metrics:

  • Sales Growth to Plan
  • Shrink Reduction
  • Turnover Improvement
  • Payroll Control

Key Responsibilities:

To perform this job effectively an Experience Manager must be able to perform all the responsibilities satisfactorily.

Culture and Customer:

  • Executes associate retention strategies with Store Leadership Team.
  • Personally demonstrates and provides coaching to direct reports through bra journey behaviors, beauty transformation behaviors, observations in all zones (selling floor, cash wrap, fitting room, and non-sales area) and building customer loyalty.


  • Personally executes Talent Life Cycle for direct reports. Talent Life Cycle actions include; selection/interviewing, onboarding, coaching/performance management, succession, reward and recognition, and culture/engagement.
  • Conducts 60 day touchbases for all newly hired direct reports.
  • Schedules and leads performance management for direct reports (Annual, Mid-year, Monthly Touch points)
  • Identifies personal successor and co-creates individual development plan for direct reports.


  • Owns and executes brand initiatives and strategies (Sales Education, Events, Brand Promotions)
  • Leads the overall appearance and presentation of merchandising strategies of the brand by executing sell-down planning, mapping, and final execution of floorset
  • Owns cash wrap brand guide and outlet visual standards.
  • Develops sell thru strategies with use of visual merchandising filters.
  • Ensures associates and leadership understand and maintain outlet visual merchandising standards of assigned brand..


  • Works with Sales Leadership Team to determine payroll management and takes appropriate actions.
  • Communicates with Assistant Store Manager (Brand Operations or Operations) to ensure proper scheduling for all aspect of the brand.
  • Executes and/or directs product lifecycle activities during open hours of assigned brand to drive merchandise availability.
  • Maintains backroom standards during floorset execution.
  • Creates line management plan and reviews with Store Manager for cash wrap zones within brand.
  • Owns capability building of store team to manage fitting room "go backs" in a timely manner of assigned brand.
  • Responsible for assignment and completion of daily, monthly, quarterly cleaning tasks that can be conducted during open hours which include; dusting surfaces, cleaning mirrors, trash removal, spills, and any immediate maintenance issues that prevent customer and associates from having a safe experience.

All leadership roles at Victoria's Secret are responsible for:

  • Leading and demonstrating the company values within the store at all times.
  • Leading the entire sales floor while assigned to the role of Customer Sales Lead (CSL) and ensuring the team is delivering the best buying environment for the customer.
  • Gaining business insight by reviewing total store results daily, weekly and monthly and linking behaviors to actions.
  • Upholding positive associate relations that lead to engagement in the brand and the team.
  • Executing store opening and closing procedures and recovery.
  • Reinforcing store strategies to reduce shrink and build personal capabilities in asset protection.
  • Effectively managing and controlling expenses.



  • Previous experience leading leaders and associate teams
  • Demonstrates ability to improve customer satisfaction and drive customer loyalty
  • Proven ability to effectively delegate, follow up and communicate with all levels of the organization
  • Demonstrates ability to manage complex and competing priorities with time management and organizational skills
  • Demonstrates ability to assess talent, coach, develop and manage performance
  • Demonstrates business acumen with strong strategic and analytical skills
  • Demonstrates excellent visual merchandising skills
  • Ability to work nights, weekends, holidays, and during non-business hours

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.

Keywords: L Brands, Raleigh , Experience Manager-Carolina Premium Outlets, Other , Smithfield, North Carolina

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