Customer Experience Manager

2 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom SEPHORA Full time
At Sephora 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 Opportunity

The Customer Experience Manager is responsible for ensuring a positive and addictive experience for clients at Sephora. You will embody the Sephora attitude and set an example for the team, providing support in difficult situations and ensuring client satisfaction. You will also focus on coaching and training the team to meet commercial and operational KPIs and take on floor leadership responsibilities. And will analyze overall satisfaction using suitable tools and propose action plans to enhance the customer experience.

What You'll Do

Embody Sephora Attitude and set an example for the team. Coach and train the team to meet commercial and operational KPIs. Energize and motivate the team through effective floor management to provide an addictive experience for clients. Support 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 for delivering customized service. Work with the Services Supervisor to maximize client satisfaction through beauty services. Build a strong relationship with Brand Supervisors and follow up on Brand Beauty Consultants (BCs). Lead Category Managers to create a positive and energetic shopping experience to achieve commercial KPIs. Support the Store Director in analyzing results and proposing action plans to enhance client experience and drive related KPIs. Maintain and enforce quality customer service and resolve customer service complaints. Reinforce sales policies and techniques established at Sephora University with the team. Balance and drive sales targets among selective, exclusive, and Sephora Collection products. Analyze sales results and propose action plans to achieve set targets. Share achievements by hour with colleagues and actively animate the floor. Create internal competitions to motivate the team and boost achievements. Apply policies and procedures regarding products, shelving plans, testers, prices, and merchandising. Monitor stock availability and report low stock to the Operations Manager. Work with the Operations Manager to ensure visual merchandising and quality standards are met. Validate podium orders proposed by the Operations Manager and monitor daily performance. Align with Category Departments on shelving plans, novelties, brand relocations, and grid changes. Provide support to the Store Director with knowledge of market conditions, competition, and client needs. Analyze relevant KPIs and propose action plans for improvement. Develop short- and long-term strategies to drive sales. Manage business KPIs and team selling behavior. Provide product recommendations and feedback to the head office and category managers. Plan and oversee in-store promotional events or displays. Motivate and develop Category Managers and store team through daily coaching and observations. Ensure team members use the E-learning tool and monitor training frequency. Perform monthly assessments to ensure an addictive beauty experience. What You'll Bring

Leadership & Team Management: Experience in demonstrating leadership skills and the ability to effectively manage a team. Should be able to motivate the team, and develop the team members through coaching and training. Customer Satisfaction & Experience: Previous experience having a strong focus on ensuring customer satisfaction and enhancing the customer experience. Able to analyze overall satisfaction using suitable tools. Sales & Commercial KPIs: Experience in driving sales and achieving commercial KPIs. Able to lead Category Managers to create a positive shopping experience, reinforce sales techniques, and analyze sales results to propose action plans. Operations & Store Standards: Knowledge and experience in store operations and maintaining high-quality standards. Familiar with policies and procedures related to products, merchandising, cleanliness, and stock availability. Business Acumen: Possess strong business acumen and market knowledge. Able to analyze relevant KPIs, propose strategies to drive sales, and provide insights on market conditions, competition, and client needs. People Management and Development: Ability to motivate and develop their team members. Able to effectively communicate the business strategy, provide coaching and feedback, and identify and develop talent within the team. Oversee performance assessments, facilitate team meetings, and manage leave requests While at Sephora, You'll Enjoy...

The people. You will be surrounded by some of the most talented leaders and teams - people you can be proud to work with. The learning. We invest in training and developing our teams, and you will continue evolving and building your skills. The culture. As a leading beauty retailer within the LVMH family, our reach is broad, and our impact is global. It is in our DNA to innovate and, at Sephora, all 40,000 passionate team members across 35 markets and 3,000 stores, are united by a common goal - to reimagine the future of beauty. You can unleash your creativity, because we've got disruptive spirit. You can learn and evolve, because we empower you to be your best. You can be yourself, because you are what sets us apart. This, is the future of beauty. Reimagine your future, at Sephora. Sephora is proud to be an equal opportunity workplace for all. We do not discriminate in recruitment, hiring, training, advancement, or other employment practices. We celebrate diversity and are committed to creating and fostering an inclusive environment for all employees.

  • Customer Assistant

    1 day ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Marks and Spencer Full time

    SummaryCafe Customer AssistantAll the detailsCustomer Assistant - Cafe - Newcastle Temporary Position, 16th June to 27th July, 10 Hours Week 1:Sun 12-16:00Sat 10-16:30 Week 2: Sun 12-16:00Sat 12-18:30 Purpose To deliver a great shopping experience for their customers, putting customers before task every time Champion new ways of working within stores...

  • Customer Assistant

    5 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom MARKS&SPENCER Full time

    Customer Assistant - Clothing and Home - NewcastleTemporary Position, 16 Hours, 2 to 29 JuneTuesday 11:00-15:00Thursday 11:00-15:00Friday 11:00-15:00Saturday 11:00-15:00Purpose To deliver a great shopping experience for their customers, putting customers before task every time Champion new ways of working within stores through an open mindset and positive...

  • Customer Assistant

    5 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom MARKS&SPENCER Full time

    Customer assistant - Clothing and Home - NewcastleTemporary Position, 16 Hours, 2 to 29 JuneMonday 11:00-15:00Wednesday 11:00-15:00Thursday 11:00-15:00Saturday 11:00-15:00Purpose To deliver a great shopping experience for their customers, putting customers before task every time Champion new ways of working within stores through an open mindset and positive...

  • Customer Assistant

    1 week ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom MARKS&SPENCER Full time

    Customer Assistant - Cafe - Newcastle SilverlinkTemporary Position, 9th - 29th June, 20 HoursTuesday 10:00-15:15Thursday 10:00-15:15Friday 10:00-15:15Saturday 12:45-18:00PurposeTo deliver a great shopping experience for our customers, we are looking for colleagues who put customers before tasks every time whilst championing and promoting our brilliant...

  • Customer Assistant

    1 week ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom MARKS&SPENCER Full time

    Customer Assistant - Cafe - Newcastle SilverlinkTemporary Position, 9th to 29th June, 20 HoursSunday 11:00-16:15Tuesday 12:45-18:00Thursday 12:45-18:00Saturday 11:45-17:00PurposeTo deliver a great shopping experience for our customers, we are looking for colleagues who put customers before tasks every time whilst championing and promoting our brilliant...

  • Customer Assistant

    1 day ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Marks and Spencer Full time

    All the detailsCustomer Assistant - Clothing and Home - Newcastle Temporary Position 9th June to 27th July, 16 Hours Tuesday 15:00-19:00Thursday 16:00-20:00Friday 15:00-19:00Saturday 15:00-19:00 Purpose To deliver a great shopping experience for our customers, we are looking for colleagues who put customers before tasks every time whilst championing and...

  • Customer Assistant

    1 day ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Marks and Spencer Full time

    All the detailsCustomer Assistant - Clothing and Home - Newcastle Temporary Position 9th June to 27th July, 16 Hours Sunday 12:00-16:00Monday 15:00-19:00Tuesday 15:00-19:00Thursday 16:00-20:00 Purpose To deliver a great shopping experience for our customers, we are looking for colleagues who put customers before tasks every time whilst championing and...

  • Customer Assistant

    1 day ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Marks and Spencer Full time

    All the detailsCustomer Assistant - Clothing and Home - Newcastle Temporary Position, 9th June to 27th July, 16 Hours Wednesday 15:00-19:00Thursday 16:00-20:00Friday 15:00-19:00Saturday 15:00-19:00 Purpose To deliver a great shopping experience for our customers, we are looking for colleagues who put customers before tasks every time whilst championing and...

  • Customer Service Agent

    5 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom DXC Technology Full time

    Job Description:At DXC we have a long-established partnership with a Major UK High Street Bank, where we manage their personal lending business. We provide support to customers, calling us with enquiries and requests about their loan account.We are looking for colleagues to join our team of Customer Service Advisors putting our customers at the heart of...

  • Customer Support Advisor

    2 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Foundever™ Full time

    About Us At Foundever, we believe that small moments can have a big impact on your work experiences, customers, teams, and friends. By creating positive moments for each other, you can make a difference and improve your experience.Whether you are here for months or years, we want you to remember the good feelings and benefits you gained from your experience....

  • Work Experience Insight Day

    1 week ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom British Airways PLC Full time

    Date: 9th October 2024 Duration: 10:00 - 14:00 Location: British Airways Newcastle Global Engagement Centre Application Closing Date: 5th June 2024 The Programme We are happy to introduce Work Experience Insight Days at British Airways. This is a one-day Work Experience, aiming to inspire the next generation of talent - that's you - by giving you a taste...

  • Customer Assistant-Clothing And Home

    5 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom MARKS&SPENCER Full time

    Customer Assistant - Clothing and Home - NewcastleTemporary Position, 16 Hours, JuneSunday 11:00-15:00Tuesday 11:00-15:00Friday 11:00-15:00Saturday 11:00-15:00Purpose To deliver a great shopping experience for their customers, putting customers before task every time Champion new ways of working within stores through an open mindset and positive attitude...

  • Customer Assistant-Clothing And Home

    5 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom MARKS&SPENCER Full time

    Customer Assistant - Clothing and Home - NewcastleTemporary Position, 16 Hours, 2-29 JuneSunday 11:00-15:00Monday 11:00-15:00Wednesday 11:00-15:00Friday 11:00-15:00Purpose To deliver a great shopping experience for their customers, putting customers before task every time Champion new ways of working within stores through an open mindset and positive...

  • Sea Logistic Customer Care Specialist

    2 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Kuehne Nagel Full time

    We're looking for you For our office in Newcastle we're seeking a new addition to our Sea Logistics Customer Care team. Your Role The Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and everytime they engage with Kuehne + Nagel, as well as documenting and investigating any deviations from the expected...

  • Store Manager

    2 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom uknjobs Full time

    We are looking for a passionate Store Manager with experience in retail to join our amazing team in NewcastleThe candidate must have an exceptional customer service skills and a strong sense of fashion. Moreover, candidate has to show the ability to maximize sales through strong communication skills, knowledge of the industry and the enthusiasm resulting in...

  • Retail Manager

    4 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Hang Sing Hong Manchester ltd Full time

    Job Title: Retail Manager Responsibilities: Responsible for comprehensive management of store affairs, including but not limited to product selection and procurement, supermarket system management, inventory management, marketing and supermarket event planning, shelf management, staff management, and sales growth-related internal store management...

  • Operations Manager

    2 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom SEPHORA Full time

    At Sephora 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...

  • Restaurant Manager

    2 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom DOBBIES GARDEN CENTRES PLC Full time

    Our club plus members are at the heart of what we do, so exceptional customer service and driving member loyalty is our main priority. To play an essential role in delivering this we are looking for a Restaurant Manager to join the Dobbies Team. In this role youll effectively manage the day to day operation of the Restaurant and Kitchen by leading an...

  • Executive Cost Manager

    5 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Gleeds Full time

    About this opportunityGleeds Newcastle Office has an exciting opportunity for an experienced Cost Manger to join the team as an Executive Cost Manager. You'll be working within a sociable environment as part of a growing team of cost managers. The role is responsible for managing costs and budgets of construction projects, with opportunities to work across...

  • Sales Manager

    5 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom NEXT Full time

    SHIFTS YOU ARE APPLYING FOR: 37.50hrs p/w; Sun 10:30 - 17:30; Mon 09:00 - 17:15; Tue 09:00 - 17:15; Thu 11:45 - 20:00; Fri 11:45 - 20:00To be a successful Sales Manager, you will lead and inspire your team to prioritise outstanding customer service and achieve performance targets. Every day will be varied, fast paced, challenging but ultimately rewarding....