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Director of Performance
3 months ago
We inspire our customers, empower our teams, and help them become the best versions of themselves. We create an environment where people are valued, and differences are celebrated.
Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the ExtraOrdinary in each of us. We are united by a common goal - to reimagine the future of beauty.
The Store Director Role:
- Ensure exceptional operational and commercial standards throughout the store.
- Focus on providing an elevated customer experience.
What You'll Do...
Client Experience:
- Embody the Sephora Attitude and set an example for the team.
- Provide support to the team in difficult situations to ensure client satisfaction.
- Coach and train the team to meet commercial and operational Key Performance Indicators (KPIs).
- Manage and cover the sales floor, ensuring effective floor leadership.
- Motivate the team through floor management to create an addictive experience for clients.
- Utilize tools to analyze overall satisfaction and propose action plans for improvement.
- Inspire the team to use digital tools and deliver customized services.
- Collaborate with the Training Department to coach the team in offering Beauty Services for maximum client satisfaction.
- Build a strong relationship with Brand Supervisors and follow up on Brand Beauty Consultants (BCs).
- Lead the Management team in creating a positive and energetic shopping experience to achieve all commercial KPIs.
- Support the head of operations in analyzing results and proposing action plans to enhance the client experience.
- Maintain and enforce quality customer service standards and resolve customer service complaints.
- Implement retail priorities and inspire commercial success.
- Lead the management team in creating a positive and exciting work environment, ensuring sales targets are met.
- Support the Services Manager in creating a playful and educational experience and meeting services targets.
- Reinforce sales policies and techniques established at the Sephora University with all team members.
- Balance and drive sales targets among selective, exclusive, and Sephora Collection products.
- Analyze sales results and propose action plans to achieve set targets.
- Create internal competitions to motivate the team and boost achievements.
Operations:
- Optimize and oversee operations with the Operations Manager to ensure efficiency and compliance with company policies.
- Inspire the management team to enforce policies and procedures related to products, testers, prices, merchandising.
- Collaborate with the Operations Manager to maintain an excellent store image through cleanliness and product restocking.
- Encourage the team to follow established policies & procedures regarding store operations alongside Category Managers.
- Monitor stock availability and report low stock to the Operations Manager to avoid out-of-stock situations.
- Ensure compliance with visual merchandising, merchandising quality, animation, and marketing standards.
- Support the Retail Director with knowledge of market conditions, competition, and client needs.
- Provide leadership and management aligned with the vision and strategic direction of Sephora.
- Establish monthly reports including competitors' activities.
- Analyze relevant KPIs and propose action plans for improvement and forecast future performance.
- Develop and propose short and long-term strategies to drive top and bottom-line sales.
- Implement plans to boost business & maximize product performance, leveraging visual merchandising & training.
- Plan, implement, and oversee in-store promotional events or displays.
- Stay informed about market trends through market visits and analyses to identify business growth opportunities.
- Contribute to comprehensive business reports as required.
People:
- Motivate and develop the Management and store team through daily coaching and observations.
- Communicate and inspire the team on business strategy, vision, and relevant information through briefings, coaching, and training.
- Increase team confidence and motivation through praise and feedback for performance.
- Ensure the team attends training and conduct follow-up after training.
- Facilitate monthly meetings with the Customer Experience Manager and Operations Manager to discuss team performance.
- Be accountable for the Performance Check-in and Performance Improvement Plan processes for the entire team.
- Manage the annual leave of the team according to business needs.
What You'll Bring...
Training Knowledge:
- Advanced Product Knowledge; Intermediate knowledge of health and safety procedures.
- Proven successful role in managing; Strong experience in store management.
- Digital orientation, analytical skills, and business acumen; Excellent communication skills; Intermediate MS Office skills;
- Ability to deal with ambiguity; Commercial and financial awareness; Ability to develop, manage, and inspire teams.
Additional:
- Project an exceptional image and body language according to Sephora guidelines; Stay up to date on trends and products; Inspire, mentor, and coach the team.
Why Join Sephora...
- The diverse and talented teams.
- Investment in training and personalized career plans.
- A culture of innovation and global impact within the LVMH family.
- Empowerment and opportunities for growth.
Sephora: Reimagine Your Future...
Proud to be an equal opportunity workplace celebrating diversity and fostering an inclusive environment for all employees.
