Customer Experience Lead

About the Role

Victoria’s Secret & Co. is looking for a values-driven Customer Experience Lead in Halifax, Nova Scotia. This position sits within a globally recognized specialty retail brand known for innovation and excellence in lingerie and fashion. The role focuses on putting customers first while helping the store deliver strong sales results and memorable shopping experiences.

You will work with a team of retail leaders and associates to shape the customer journey, support store performance, and help maintain the brand’s standards. The company also emphasizes belonging, individuality, and personal growth, offering opportunities to build skills and learn from experienced leaders.

Role Summary

The Customer Experience Lead is responsible for improving customer and associate experiences while helping drive top-line sales. Depending on store volume, this position reports to either the Store Manager or the Customer Experience Manager.

This is a front-line leadership role. You will guide non-supervisory associates, assign work, and provide direction on the sales floor. The role combines selling, coaching, operational support, and store presentation responsibilities.

Key Duties

• Set the tone for store behavior by modeling company values in day-to-day work.
• Lead customer engagement through coaching, zoning, team selling, and direct selling.
• Observe associates in action and provide timely coaching and feedback.
• Understand the responsibilities of different store roles and help keep the team aligned around customer needs.
• Connect sales outcomes to the behaviors and actions that create those results.
• Manage labor hours independently to support sales growth and profitability.
• Maintain the brand’s visual presentation and merchandising standards throughout the store.
• Work closely with Sales Leadership Teams to ensure clear communication and execution of brand initiatives.
• Follow and reinforce company policies and procedures.
• Take on additional tasks as needed, including floorset mapping and execution, product launch support, onboarding, and shipment processing.

Physical Demands

This job requires the ability to lift and carry up to 40 pounds. It also involves frequent bending, stretching, walking, and standing for long periods during the workday.

Compensation

The posted pay range for this position is $17.75 to $22.00 per hour. Final compensation will depend on factors such as relevant experience, skills, and the geographic market.

Equal Opportunity and Work Authorization

The employer is an equal opportunity organization and does not discriminate based on race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status, marital status, or any other protected status under applicable provincial or federal law. Only candidates legally authorized to work in Canada will be considered.

Additional Requirements

• Ability to work evenings, weekends, and a flexible schedule.
• Comfortable standing for long periods and frequently bending, kneeling, and lifting.
• Ability to use workplace technology such as headsets, mobile devices, and computers.

Experience Preference

• At least 1 year of retail experience is preferred.
• Prior experience directing others in their job duties is preferred.