Store Director

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 Sephora Store Director is responsible for ensuring exceptional operational and commercial standards throughout the store, with a focus on providing an elevated customer experience. The Store Director is accountable for compliance in all areas of operational activity and is tasked with driving sales and profitability through the performance and development of the Management team, while managing within agreed budgets.

Responsibilities:

Client 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.

Skills:

• 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.

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.