Customer Experience Manager

2 weeks ago

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. #J-18808-Ljbffr

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