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Sephora Store Director

2 months ago

Birmingham, Birmingham, United Kingdom Sephora Full time

About the Role:

The Sephora Store Director is a key leadership position responsible for driving commercial and operational excellence in our stores. As a seasoned retail professional, you will be accountable for ensuring exceptional customer experiences, driving sales and profitability, and leading a high-performing management team.

Key Responsibilities:

  • Customer 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 to meet commercial and operational Key Performance Indicators (KPIs).
    • Manage and cover the sales floor, ensuring effective floor leadership.
    • Motivate the team through floor management to create an addictive experience for clients.
    • Utilize tools such as the Love Meter and CEE (Customer Experience Excellence) to analyze overall satisfaction and propose action plans for improvement.
    • Inspire the team to use digital tools and deliver customized services.
    • Collaborate with the Training Department to coach the team in offering Beauty Services for maximum client satisfaction.
    • Build a strong relationship with Brand Supervisors and follow up on Brand Beauty Consultants (BCs).
    • Lead the Management team in creating a positive and energetic shopping experience to achieve all commercial KPIs.
    • Support the head of operations in analyzing results and proposing action plans to enhance the client experience.
    • Maintain and enforce quality customer service standards and resolve customer service complaints.
  • Sales:
    • Implement retail priorities and inspire commercial success.
    • Lead the management team in creating a positive and exciting work environment, ensuring sales targets are met.
    • Support the Services Manager in creating a playful and educational experience and meeting services targets.
    • Reinforce sales policies and techniques established at the Sephora University with all team members.
    • Balance and drive sales targets among selective, exclusive, and Sephora Collection products.
    • Analyze sales results and propose action plans to achieve set targets.
    • Create internal competitions to motivate the team and boost achievements.
  • Operations:
    • Optimize and oversee operations with the Operations Manager to ensure efficiency and compliance with company policies and operational guidelines.
    • Inspire the management team to enforce policies and procedures related to products, testers, prices, merchandising, and other partners.
    • Collaborate with the Operations Manager to maintain an excellent store image through cleanliness and product restocking.
    • Encourage the team to apply and follow established policies and procedures regarding store operations in collaboration with Category Managers.
    • Monitor stock availability and report low stock to the Operations Manager to avoid out-of-stock situations.
    • Ensure compliance with visual merchandising, merchandising quality, animation, and marketing standards.
    • Provide support to relevant head office departments in providing feedback and analyzing data on all operational aspects.
  • Business:
    • Support the Retail Director with knowledge of market conditions, competition, and client needs.
    • Provide leadership and management aligned with the vision and strategic direction of Sephora.
    • Establish monthly reports including competitors' activities.
    • Analyze relevant KPIs and propose action plans for improvement and forecast future performance.
    • Develop and propose short and long-term strategies to drive top and bottom-line sales.
    • Provide product recommendations and qualitative feedback to the head office and category management based on local market knowledge and client needs.
    • Implement action plans to boost business and maximize product performance, leveraging visual merchandising, training, monthly trends, and operational knowledge.
    • Plan, implement, and oversee in-store promotional events or displays.
    • Stay informed about market trends through market visits and analyses to identify business growth opportunities.
    • Contribute to comprehensive business reports as required.
    • Network with other stores, head office departments, and take on area responsibilities.
    • Propose innovative ideas and opportunities to the Head of Operations.
  • People:
    • Motivate and develop the Management and store team through daily coaching and observations.
    • Communicate and inspire the team on business strategy, vision, and relevant information through briefings, coaching, and training.
    • Increase team confidence and motivation through praise and feedback for performance.
    • Identify, engage in recruiting, and develop talents, ensuring succession plans in collaboration with the Head of Operations.
    • Ensure the team attends training and conduct follow-up after training.
    • Ensure the team utilizes Sephora University as an e-learning tool and maintain average training frequency for each team member.
    • Perform monthly assessments to ensure an addictive beauty experience.
    • Facilitate monthly meetings with the Customer Experience Manager and Operations Manager to analyze and discuss team performance.
    • Be accountable for the Performance Check-in and Performance Improvement Plan processes for the entire team, assisting managers where necessary.
    • Manage the annual leave of the team according to business needs.

Requirements:

  • Training Knowledge: Advanced Product Knowledge; Intermediate knowledge of health and safety procedures.
  • Experience: Proven successful role in managing; Minimum 7 to 8 years' experience in store management; Bachelor's degree.
  • Competencies: Digital orientation, analytical skills, and business acumen; Excellent communication skills; Intermediate MS Office skills; Ability to deal with ambiguity; Commercial and financial awareness; Ability to develop, manage, and inspire teams.
  • Additional: Project an exceptional image and body language according to Sephora guidelines; Stay up to date on trends and products; Inspire, mentor, and coach the team.