Customer Experience Manager

2 months ago

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

About Sephora

Sephora is a leading beauty retailer that inspires its customers, empowers its teams, and helps them become the best versions of themselves. We create an environment where people are valued, and differences are celebrated. Our purpose is to expand the way the world sees beauty by empowering the ExtraOrdinary in each of us.

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 Key Performance Indicators (KPIs) and take on floor leadership responsibilities. Additionally, you will analyze overall satisfaction using suitable tools and propose action plans to enhance the customer experience.

Key Responsibilities

  • 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.

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