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Client Engagement Leader

2 months ago

Dartford, Kent, United Kingdom Sephora Full time

Position Overview:

At Sephora, we are dedicated to inspiring our clientele, empowering our workforce, and guiding them to realize their fullest potential. We foster an atmosphere where individuals are appreciated, and diversity is celebrated. Our global teams work tirelessly to fulfill our mission: to transform the perception of beauty by empowering the extraordinary within each individual.

Role Summary:

The Client Engagement Leader plays a pivotal role in ensuring a delightful and memorable experience for our customers at Sephora. This individual will exemplify the Sephora ethos and lead by example, providing assistance during challenging situations and ensuring customer satisfaction. The leader will also concentrate on mentoring and developing the team to achieve commercial and operational performance metrics while taking on leadership responsibilities on the sales floor. They will assess overall customer satisfaction using appropriate tools and recommend strategies to enhance the client experience. Furthermore, this leader will collaborate closely with the Services Manager to optimize client satisfaction through the provision of beauty services.

Key Responsibilities:

  • Exemplify the Sephora ethos and set a benchmark for the team.
  • Assist the team in challenging situations to guarantee customer satisfaction.
  • Mentor and train the team to achieve commercial and operational performance metrics.
  • Oversee leadership segments on the sales floor and ensure effective management.
  • Inspire and energize the team through effective floor management to deliver an exceptional experience for clients.
  • Support the floor manager as an active co-leader.
  • Utilize appropriate tools to analyze overall satisfaction and propose strategies for enhancing the customer experience.
  • Encourage the team to leverage digital tools for personalized service delivery.
  • Collaborate with the Services Manager to maximize client satisfaction through beauty services.
  • Build strong relationships with Brand Supervisors and monitor Brand Beauty Consultants.
  • Guide Category Managers to create a vibrant and engaging shopping experience to meet commercial performance metrics.
  • Assist the Store Director in analyzing results and recommending strategies to improve client experience and drive related performance metrics.
  • Uphold and enforce high standards of customer service and address customer service issues.
  • Reinforce sales policies and techniques established through training.
  • Balance and drive sales targets across various product lines.
  • Analyze sales outcomes and propose strategies to meet established targets.
  • Share hourly achievements with colleagues and actively engage the sales floor.
  • Organize internal competitions to motivate the team and enhance performance.
  • Adhere to policies and procedures regarding products, merchandising, and store operations.
  • Contribute to maintaining an excellent store image through cleanliness and product availability.
  • Encourage adherence to established policies and procedures regarding store operations.
  • Monitor stock levels and report shortages to the Operations Manager.
  • Collaborate with the Operations Manager to ensure visual merchandising and quality standards are upheld.
  • Validate orders proposed by the Operations Manager and monitor daily performance.
  • Coordinate with Category Departments on product placement and changes.
  • Support the Store Director with insights on market conditions and client needs.
  • Analyze relevant performance metrics and propose strategies for improvement.
  • Develop both short- and long-term strategies to drive sales.
  • Manage business performance metrics and team selling behaviors.
  • Provide product insights and feedback to the head office and category managers.
  • Plan and oversee in-store promotional events or displays.
  • Conduct market visits and analyses to identify local market trends and opportunities.
  • Contribute to business reports as necessary.
  • Motivate and develop Category Managers and store team through ongoing coaching and feedback.
  • Communicate business strategy, vision, and relevant information to the team.
  • Identify and nurture talent and ensure succession planning.
  • Ensure training participation and follow-up with team members.
  • Ensure team members utilize training tools and monitor training frequency.
  • Conduct monthly assessments to ensure an exceptional beauty experience.
  • Facilitate monthly meetings with Category Managers to review and discuss performance.

Desired Skills:

  • Leadership and Team Development: Proven experience in demonstrating leadership capabilities and effectively managing a team. Ability to set a positive example, provide support during challenges, and motivate team members through coaching and training.
  • Customer Experience Focus: Strong emphasis on ensuring customer satisfaction and enhancing the overall client experience. Proficient in analyzing satisfaction levels using appropriate tools and recommending strategies for improvement.
  • Sales Performance: Experience in driving sales and achieving commercial performance metrics. Capable of leading Category Managers to create a positive shopping experience and analyzing sales results to propose actionable strategies.
  • Operational Excellence: Knowledge and experience in store operations and maintaining high-quality standards. Familiarity with policies and procedures related to products, merchandising, and stock management.
  • Business Insight: Strong business acumen and market awareness. Ability to analyze performance metrics, propose sales strategies, and provide insights on market conditions and client needs.
  • Talent Development: Capability to motivate and develop team members. Effective communication of business strategy, providing coaching and feedback, and identifying and nurturing talent within the team.

What We Offer:

  • Collaborative Environment: Work alongside talented leaders and teams that you can take pride in.
  • Continuous Learning: We invest in the training and development of our teams, enabling you to evolve and enhance your skills through personalized career plans.
  • Inclusive Culture: As a leading beauty retailer within the LVMH family, we have a broad reach and a global impact. Innovation is part of our DNA, and all our passionate team members are united by a common goal - to reimagine the future of beauty.

At Sephora, you can unleash your creativity, learn and grow, and be yourself, as these qualities set us apart. This is the future of beauty. Reimagine your future with us.

Sephora is proud to be an equal opportunity employer. We do not discriminate in recruitment, hiring, training, advancement, or any other employment practices. We celebrate diversity and are committed to fostering an inclusive environment for all employees.