Customer Experience Manager Full Time

At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful.

Position Purpose

As Customer Experience Manager, you will be responsible for the customer journey, services and operational service management within the store

Responsible to lead, support, coach, and translating the store vision and plans into tangible actions enabling store team to reach and exceed their targets.

Build, develop and implement store action plans to maximise sales and KPIs performance

Key Accountabilities

Client Experience

• Embody Sephora Attitude and set an example in front of the team.
• Provide support to the team in difficult situations ensuring client’s satisfaction.
• Provide extensive coaching and training to assist the team in meeting all commercial and operational KPI’s.
• Take over floor leadership segments and ensure the floor is always managed and covered.
• Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.
• Provide support for the floor manager as an active co-lead.
• Use suitable tools for analyzing overall satisfaction and propose action plans to enhance the customer experience.
• Inspire the team to use digital tools to deliver a customized service.
• Work in partnership with the Services Manager and coach the team to offer our Beauty Services to maximize client satisfaction.
• Embolden team to use digital tools to deliver a customized service; responsible for daily follow up.
• Build a strong relationship with Brand Supervisors and follow up on Brand BCs.

Sales

• Lead your category Managers to create a positive and exciting work environment through effective floor management while ensuring that targets are met.
• Lead your Services Manager to create a playful and educational experience while ensuring services targets are met.
• Reinforce sales policies and techniques established at the Sephora University with all team members.
• Balance and drive the sales target.
• Provide support for the Store Director in analyzing sales results and proposing action plans to achieve set targets.

Operations

• Apply the policies and procedures referring to products, shelving plans, testers, prices, merchandising and other partners (Brands, helpers, security) and provide feedback.
• Contribute to the store projection of an excellent image through cleanliness and product restocking.
• Together with the Category Managers, encourage the team to apply and follow established policies and procedures regarding store operations.
• Accurately monitor stock availability and report low stock to the Operation Manager to avoid OOS situations.

Business

• Provide support to the Store Director with knowledge of the market conditions, competition, client needs, etc.
• Analyze all relevant KPIs and propose action plans for improvement.
• Develop and propose short- and long-term strategies to drive top and bottom line/brands sales.
• Manages business KPIs and team selling behavior in our higher volume stores, while delivering a memorable customer experience.
• Proactively provide product recommendations and qualitative feedback based on local knowledge about the market and client needs,
• Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training and monthly trends .
• Plan, implement and oversee in-store promotional events or displays.

People

• Motivate and develop the Category Managers and store team through daily coaching / observations.
• Communicate and inspire the team on business strategy, vision and relevant information through animating briefings, coaching’s and trainings.
• Increase the team confidence and motivation by praise and feedback for their performance.
• Identify, engage in recruiting and develop talents and secure succession plans in collaboration with the Store Director.
• Ensure the team is attending training and follow up is done after the training is attended.
• Ensure the team is using E-learning tools; daily follow up on average training frequency for each team member.
• Ensure an addictive beauty experience through performing monthly assessments.

Relationships

Internal Relationships

• Store team (Store Director, Supervisor, Beauty Consultants), and Head office team.

External Relationships

• Suppliers, Brand promoters/managers/trainers, Security, Cleaning team.

Job Holder Profile

Training Knowledge

• Advanced Product Knowledge.
• Ability to train
• Intermediate knowledge on health and safety procedures.

Experience

• Minimum 7 years of experience in retail with proven successful instore sales experience.
• Minimum 2 to 3 years’ experience in team management.
• 3 years in the beauty industry.
• Bachelor’s degree.

Languages

• English – minimum intermediate level

Competencies

• Digital orientation/analytical skills/business oriented.
• Excellent communication skills.
• Intermediate Excel skills.
• Ability to deal with Ambiguity.
• Commercial awareness.
• Strong ability to develop and manage people and teams.