Customer Experience Director

24 hours ago

Liverpool, Liverpool, United Kingdom SEPHORA Full time
We are seeking an exceptional Customer Experience Director to elevate our team and ensure every customer enjoys a remarkable visit at Sephora. In this role, you will embody the Sephora spirit, leading by example and providing support in challenging situations to guarantee client satisfaction.
Key Responsibilities

  2. Customer Experience: Develop a strategic vision for an immersive customer experience by collaborating with departments to position Sephora as the premier beauty destination and enhance brand loyalty.
  3. Leverage advanced CRM strategies to build long-term customer relationships and tailor communications based on data insights.
  4. Innovate beauty services and class offerings that showcase Sephora's expertise and deepen brand affinity.
  5. Analyse service metrics to identify strengths and opportunities for customer experience enhancement.
  6. Enhance collaboration with the Beauty Hub to streamline processes and deliver cohesive, engaging services.
  7. Team Management: Create training programs that empower Beauty Advisors and Supervisors with essential skills and knowledge.
  8. Monitor and enhance team effectiveness through regular performance assessments and constructive feedback.
  9. Streamline team scheduling to ensure optimal service coverage while balancing business needs with employee well-being.
  10. Identify skill gaps through targeted training initiatives, ensuring team members develop in line with industry standards.
  11. Collaborate with the recruitment department to attract and hire top talent for the store.
  12. Sales Optimization: Foster a high-performance sales culture among store teams, motivating them to exceed expectations through shared goals.
  13. Drive strategic sales initiatives using data insights to inform decision-making that aligns with market trends.
  14. Align marketing strategies with customer engagement efforts to ensure promotions resonate and drive traffic.
  15. Maximize Beauty Hub engagement through partnerships and events that enhance customer interaction and appointment bookings.
  16. Utilize sales analytics to inform strategic decisions, identifying performance gaps and optimizing tactics.
  17. Embed feedback into strategic planning for future sales initiatives, grounding decisions in real-world insights.
  18. Create strong partnerships with brands to elevate product offerings and co-develop promotions that enhance store performance.

Skills and Requirements

  • Proven experience in customer experience management, preferably in the retail or beauty industry.
  • Knowledge of omnichannel strategies, CRM systems, and retail services.
  • Familiarity with beauty services and industry trends.
  • Analytical mindset and proficiency in data analysis tools.
  • Proficiency in MS Office suite and other relevant software applications.

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