Victoria's Secret

VS - Operations Manager - Chinook Centre
Job ID: VS21.11
Calgary, AB, CAN
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The Operations Manager provides leadership that drives total store results with specific ownership for the operations of the store including financial controllables, workforce management, staffing and cash wrap. The Operations Manager drives results by developing and executing short term action plans and long term strategies. The Operations Manager supports growth in sales and service and ensures maximum productivity, profitability and compliance with company policies and procedures.

Delivers a best-in-class, captivating, branded customer experience that builds loyalty and enables consistent sales and profit growth:
o Fosters a customer-centric culture, where the full energy and activity of the store team are focused on delivering highly satisfying customer experiences
o Serves on Sales Leadership Team and is responsible for total store results
o Optimizes workforce management by editing and approving the weekly schedule
o Reviews and approves all associate requests for availability changes and time off
o Ensures payroll is managed daily by punch guarding and executing flex worksheet
o Owns the payroll budget, target wage rate and other controllable expenses
o Owns the customer experience at and operations of the cash wrap selling zone
o Owns customer loyalty initiatives at the cash wrap selling zone, including customer capture
o Ensures standard operating procedures are completed, including damages, testers, and other compliance
related items
o Owns the development and implementation of store strategy to reduce shrink
o Owns and ensures accuracy of the physical inventory process, including planning, delegation and execution
o Maximizes sales potential by spending 70% of scheduled time on the sales floor
o Demonstrates excellent customer sales lead (CSL) behaviors while owning 8-10 segments per week
o Gains business insight and creates SMART action plans that improve execution and results
o Supports, models and enhances all selling and sales support behaviors to ensure a seamless customer experience
o Analyzes customer experience reports and insights and mobilizes the team accordingly
o Conducts CSL and associate observations and provides feedback and coaching
o Manages and resolves customer relations issues
o Drives customer loyalty through current brand strategies, including credit and customer relationship marketing
o Ensures housekeeping and maintenance of total store is executed
o Manages all activities related to providing a safe working environment
o Creates an awareness of and builds capabilities in loss prevention by fostering a culture of honesty and connecting the links between customer service, associate engagement and shrink

Builds a high performance team:
o Attracts, recruits and hires a highly qualified team to support the functions of operations, staffing and cash wrap
o Owns talent management lifecycle of direct reports including onboarding, assessment, retention, career development, succession planning and recognition
o Ensures execution and coordination of recruiting, hiring, staffing and onboarding process for total store
o Builds associate connectivity with direct reports
o Manages associate relations of direct reports
o Ensures cash wrap associates are trained to maintain cash wrap selling zone standards
o Ensures sales associates are cross-trained in cash wrap selling zone processes
o Partners with store manager to establish clear performance goals and objectives
o Communicates effectively with Sales Leadership Team, associates and peers, including cascading relevant information to direct reports
o Understands and demonstrates Limited Brands' values

Takes responsibility for the following metrics, in addition to performance evaluation criteria and supporting key total store metrics:
o Traffic per labor hour (TPLH)
o Payroll
o Shrink
o Retention
o Availability of assistance
o Speed/efficiency of transaction
o Friendliness of cashiers
o Credit
o Phone and email capture

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