Operations Manager

Location: Bullring, Birmingham

Type of contract: permanent, full time 40h

At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful.

Are you ready to lead flawless cash management and stock operations in retail? Join Sephora, as we seek a dedicated Operations Manager for our store. In this role, you will elevate our store operations and inspire our team to deliver excellence every day.

As an Operations Manager, your primary responsibility will be to elevate store operations to the highest standards. You will inspire the team to deliver excellence in day-to-day operations. Your role is critical in implementing cash and stock operational processes that contribute to Sephora's long-term success.

Key Responsibilities

Operational Excellence

• Oversee all aspects of day-to-day store operations (cash/stock), ensuring full adherence to Sephora's policies and procedures.
• Drive operational efficiency by maintaining high standards of cleanliness, stock replenishment, and visual merchandising.
• Strategically manage stockroom organization, optimizing layout and workflow for peak performance.
• Lead and monitor the delivery process to meet company productivity and timing objectives.
• Direct cash desk operations, ensuring accuracy, compliance with security protocols, and smooth transactions.
• Implement cash management procedures, including auditing and swiftly resolving discrepancies.
• Ensure optimal stock levels to prevent shortages, leveraging inventory management for revenue growth.
• Enforce compliance protocols, including cash handling, returns, and transaction policies.
• Promote good housekeeping practices throughout the store and minimise hazards and risks in the workplace, ensuring wellbeing in the business.
• Stay informed of safety protocols, and promote safe working practices for a secure environment.

Team Leadership & Operational Management

• Lead the operational and cash desk teams, setting clear expectations and delivering ongoing training on Key Performance Indicators (KPIs), best practices.
• Ensure effective use of Sephora's digital tools across operational and cash teams to drive efficiency and personalized customer service.
• Conduct regular performance reviews for the operational teams, providing constructive feedback and promoting continuous improvement.
• Manage and evaluate the performance of Operation/Cash Supervisors, setting goals, monitoring results, and providing coaching for their development and team management effectiveness.
• Lead team meetings, encouraging participation, and organizing initiatives to boost motivation and performance across operational and cash functions.
• Develop comprehensive staff schedules for operational and cash teams, including rotas, daily planners, and holiday allocations, aligned with business needs.
• Collaborate closely with the Store Director and Customer Experience Manager on employee relations, payroll management, and operational resource allocation to optimize team performance and store efficiency.
• Collaborate with the recruitment department to attract and hire top talent for the store.

Customer Experience & Sales Goals

• Exemplify the Sephora Attitude to drive an exceptional client experience and inspire the team.
• Support team members in resolving challenging situations to ensure high client satisfaction.
• Maintain quality control in customer service and promptly address complaints to foster client loyalty.
• Create synergy between shop floor and back-of-house teams to enhance operational efficiency and service delivery.
• Educate the team on the impact of operational KPIs and reinforce effective sales techniques to enhance overall performance.

Skills

• Strong leadership and management skills, capable of motivating and developing a high-performing team.
• Extensive knowledge of retail operations, policies, and procedures, including stock and cash management.
• Excellent organizational and time-management skills to prioritize tasks effectively.
• Strong customer service orientation with proven conflict resolution abilities.
• Familiarity with digital tools that enhance operational efficiency.
• Analytical skills to evaluate performance metrics and implement actionable improvement plans.
• Flexibility to adapt to changing priorities in a fast-paced retail environment.

Note: This job description is a general overview and may be subject to change or modification based on the specific needs and requirements of the Sephora store.

Here, you will find:

• Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit
• Culture of empowerment, learning & growth, that offers you the tools, space and opportunity to learn, innovate and lead
• Work that brings fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference

Join us and belong to something beautiful.

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.