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Operations Manager

2 months ago

Birmingham, Birmingham, United Kingdom Sephora Full time

About the Role:

The Operations Manager at Sephora is a key position responsible for creating a retail environment that transforms Sephora into the most loved beauty community. This role focuses on elevating store operations to the highest standards, inspiring the store team to deliver excellence in day-to-day operations, and supporting the entire team in providing outstanding customer service and driving sales performance.

Key Responsibilities:

  • 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 extensively to meet all operational Key Performance Indicators (KPIs). Take leadership on the sales floor and ensure effective floor management. Motivate and energize the team to deliver an addictive experience for clients. Inspire the team to utilize digital tools to provide customized service. Maintain and enforce quality customer service and resolve complaints promptly. Ensure accurate stock levels and consistent merchandising to avoid out-of-stock situations.
  • Sales: Inspire the team to achieve operational KPIs and educate them on how these contribute to commercial KPIs. Reinforce sales policies and techniques established at Sephora University with team members. Ensure adequate stock levels to drive sales targets for selective, exclusive, and Sephora Collection products. Ensure availability of beauty tools to achieve desired market share for services. Share and celebrate achievements by hour with colleagues to motivate the team. Create internal competitions to boost team motivation and drive sales performance.
  • Operations: Apply Sephora's policies and procedures regarding products, testers, prices, merchandising, and other partners. Contribute to maintaining an excellent store image through cleanliness and product restocking. Encourage the team to apply and follow established policies and procedures for store operations. Ensure implementation of Sephora Attitude during cash operations, including SBP, Mobile POS, Gift Wrapping, and engraving. Maintain and merchandise the BTG (Beauty Go) area according to Sephora standards. Implement all tools at the point of sale (POS). Adhere to return items policy and audit procedures. Maintain PLVs (Point of Sale Visuals) and supplies for the cash counter on a weekly basis.

Requirements:

  • Excellent leadership and management skills to inspire and motivate the store team.
  • Strong customer service orientation and the ability to resolve customer complaints effectively.
  • In-depth knowledge of retail operations and sales techniques.
  • Familiarity with digital tools and their application in delivering customized service.
  • Strong organizational and time management skills.
  • Attention to detail to ensure accurate stock management and merchandising.
  • Analytical skills to identify and analyze key performance indicators and propose action plans.
  • Ability to build and maintain relationships with external contractors and counterparts.
  • Up-to-date knowledge of beauty industry trends and products.
  • Familiarity with Sephora's policies, procedures, and guidelines.
  • Excellent communication and interpersonal skills to collaborate with various stakeholders.
  • Ability to train and develop team members, including conducting performance assessments and providing feedback.
  • Flexibility to adapt to changing business needs and work in a fast-paced environment.

About Sephora:

  • 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 through personalized career plans.
  • 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.

Equal Opportunities Employer:

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.