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Customer Experience Manager
2 months ago
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Manager. As a key member of our store team, you will be responsible for delivering an exceptional customer experience, driving sales growth, and leading a high-performing team.
Key Responsibilities- Embody the Sephora attitude and set an example for the team by providing exceptional customer service and support.
- Coach and train the team to meet commercial and operational KPIs, ensuring they have the skills and knowledge to deliver an addictive experience for clients.
- Energize and motivate the team through effective floor management, creating a positive and energetic shopping environment that drives sales and customer satisfaction.
- Support the floor manager as an active co-lead, working together to achieve commercial and operational goals.
- Analyze overall satisfaction using suitable tools and propose action plans to enhance the customer experience, driving business growth and customer loyalty.
- Work with the Services Supervisor to maximize client satisfaction through beauty services, ensuring seamless delivery and exceptional customer experience.
- Build strong relationships with Brand Supervisors and follow up on Brand Beauty Consultants (BCs), driving sales growth and customer satisfaction.
- Lead Category Managers to create a positive and energetic shopping experience, achieving commercial KPIs and driving business growth.
- 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, resolving customer service complaints and ensuring a positive customer experience.
- Reinforce sales policies and techniques established at Sephora University with the team, driving sales growth and customer satisfaction.
- Balance and drive sales targets among selective, exclusive, and Sephora Collection products, analyzing sales results and proposing action plans to achieve set targets.
- Share achievements by hour with colleagues and actively animate the floor, creating a positive and energetic shopping environment.
- Create internal competitions to motivate the team and boost achievements, driving sales growth and customer satisfaction.
We offer a competitive salary and benefits package, as well as opportunities for career growth and development. If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
