Customer Experience Manager

Location: Bluewater Shopping Centre, Dartford

Type of contract: Permanent, Full Time

At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves.  We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the ExtraOrdinary in each of us.

We are united by a common goal - to reimagine the future of beauty.

The opportunity:

Sephora is a renowned beauty retailer at the forefront of the cosmetics industry. Our vibrant stores offer an extensive range of high-quality skincare, makeup, and fragrance products. Join our team as we empower individuals to express their unique beauty and provide exceptional customer experiences. 

The Customer Experience Manager is responsible for ensuring a positive and addictive experience for clients at Sephora. They will embody the Sephora attitude and set an example for the team, providing support in difficult situations and ensuring client satisfaction. The manager will also focus on coaching and training the team to meet commercial and operational key performance indicators (KPIs) and take on floor leadership responsibilities. They will analyze overall satisfaction using suitable tools and propose action plans to enhance the customer experience. Additionally, the manager will work in partnership with the Services Manager to maximize client satisfaction through the delivery of beauty services.

Responsibilities:

• Embody 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 KPIs.
• Take over floor leadership segments and ensure effective floor management.
• 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 Manager 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.
• Apply policies and procedures regarding products, shelving plans, testers, prices, and merchandising.
• Contribute to maintaining an excellent store image through cleanliness and product restocking.
• Encourage the team to apply established policies and procedures regarding store operations.
• Monitor stock availability and report low stock to the Operations Manager.
• Work with the Operations Manager to ensure VM (visual merchandising), merchandising, and quality standards are met.
• Validate podium orders proposed by the Operations Manager and monitor daily performance.
• Align with Category Departments on shelving plans, novelties, brand relocations, and grid changes.
• Provide support to the Store Director with knowledge of market conditions, competition, and client needs.
• Analyze relevant KPIs and propose action plans for improvement.
• Develop short- and long-term strategies to drive sales.
• Manage business KPIs and team selling behavior.
• Provide product recommendations and feedback to the head office and category managers.
• Plan and oversee in-store promotional events or displays.
• Perform market visits and analyses to understand local market trends and opportunities.
• Contribute to business reports as required.
• Motivate and develop Category Managers and store team through daily coaching and observations.
• Communicate business strategy, vision, and relevant information to the team.
• Identify and develop talent and secure succession plans.
• Ensure training attendance and follow-up with team members.
• Ensure team members use the E-learning tool and monitor training frequency.
• Perform monthly assessments to ensure an addictive beauty experience.
• Facilitate monthly meetings with Category Managers to analyze and discuss performance.

Skills:

• Leadership and Team Management: Experience in demonstrating leadership skills and the ability to effectively manage a team. Should be able to set an example for the team, provide support in difficult situations, and motivate and develop the team members through coaching and training.
• Customer Satisfaction and Experience: Previous experience having a strong focus on ensuring customer satisfaction and enhancing the customer experience. Able to analyze overall satisfaction using suitable tools, propose action plans to improve customer experience, and inspire the team to use digital tools to deliver a customized service.
• Sales and Commercial KPIs: Experience in driving sales and achieving commercial Key Performance Indicators (KPIs). Able to lead Category Managers to create a positive shopping experience, reinforce sales policies and techniques, and analyze sales results to propose action plans.
• Operations and Store Standards: Knowledge and experience in store operations and maintaining high-quality standards. They should be familiar with policies and procedures related to products, merchandising, cleanliness, and stock availability. Should also work with the Operations Manager to ensure visual merchandising and quality standards are met.
• Business Acumen: Possess strong business acumen and market knowledge. Able to analyze relevant KPIs, propose strategies to drive sales, and provide insights on market conditions, competition, and client needs. Should also be proactive in providing product recommendations and feedback to the head office.
• People Management and Development: Ability to motivate and develop their team members. Able to effectively communicate the business strategy, provide coaching and feedback, and identify and develop talent within the team. They should also oversee performance assessments, facilitate team meetings, and manage leave requests.

While at Sephora, you’ll enjoy...

• 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.

You can unleash your creativity, because we’ve got disruptive spirit. You can learn and evolve, because we empower you to be your best. You can be yourself, because you are what sets us apart. This, is the future of beauty. Reimagine your future, at Sephora.

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.