Customer Experience Manager
3 weeks ago
Newcastle, GB
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
The Customer Experience Manager is responsible for ensuring a positive and addictive experience for clients at Sephora. You will embody the Sephora attitude and set an example for the team, providing support in difficult situations and ensuring client satisfaction. You will also focus on coaching and training the team to meet commercial and operational KPIs and take on floor leadership responsibilities. And will analyze overall satisfaction using suitable tools and propose action plans to enhance the customer experience.
What You'll Do
Embody Sephora Attitude and set an example for the team. Coach and train the team to meet commercial and operational KPIs. 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 Supervisor 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.-
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