Press Tab to Move to Skip to Content Link Customer Experience and Operations Manager - Cardiff Location: Cardiff, St David's 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 passionate about creating unforgettable customer experiences while driving operational excellence? Join Sephora as a Customer Experience and Operations Manager, where you'll lead by example, inspire your team, and ensure every customer enjoys a remarkable visit. In this pivotal role, you'll coach and develop your team to meet both commercial and operational KPIs, while overseeing flawless cash management and stock operations.By analysing customer satisfaction and implementing actionable strategies, you'll work closely with middle management to continuously enhance the in-store experience. If you're ready to elevate store performance and deliver exceptional service every day, we'd love to meet you. Responsibilities Client Experience • Spend at least 50% of their time on the sales floor, leading the team towards creating memorable addictive Sephora experiences. • Craft a strategic vision for an omni-channel customer experience, collaborating across departments to amplify brand loyalty. • Leverage CRM strategies to cultivate long-lasting relationships with our clients, personalising communications using data-driven insights to ensure relevance. • Innovate our service offerings and Beauty Masterclasses to showcase Sephora's artistry and deepen the client's connection with our brand. • Analyse service metrics with precision to pinpoint strengths and opportunities, ensuring a consistently elevated client experience. • Proactively act on client feedback through targeted initiatives, boosting overall satisfaction and loyalty. • Curate unforgettable, personalised client journeys through tailored recommendations, making every visit uniquely Sephora. • Ensure the highest standards in client service, promptly addressing and resolving any concerns to build lasting loyalty. • Empower team members to navigate challenging situations, ensuring exceptional client satisfaction in every interaction. Operational Excellence • Oversee all day-to-day store operations, including cash and inventory management, ensuring full compliance with Sephora's policies and procedures. • Elevate efficiency in visual merchandising, cleanliness, and restocking to create an inviting and seamless shopping environment. • Optimise stockroom layout and workflow for peak efficiency, guiding and monitoring deliveries to meet company timelines and productivity targets. • Direct cash desk operations, ensuring accuracy and strict adherence to security protocols. • Implement comprehensive auditing procedures and swiftly resolve any discrepancies to maintain operational integrity. • Maintain optimal inventory levels, leveraging inventory management to fuel revenue growth and meet client demand. • Champion a culture of safety and wellbeing by upholding housekeeping and workplace hazard standards. • Lead the operational and cash desk teams, setting clear expectations and delivering targeted training on KPIs and best practices. Team Management • Facilitate training programs that empower Beauty Advisors and leadership with the skills and knowledge to excel. • Cultivate a collaborative, inclusive team environment that encourages open communication and synergy. • Monitor and elevate team effectiveness through regular performance check-ins and constructive feedback. • Partner with the Store Director on resource allocation, team scheduling, payroll, and maximizing team performance. • Lead workshops and peer learning sessions, promoting knowledge sharing and continuous team development. • Identify skill enhancement opportunities through targeted training initiatives, ensuring alignment with industry standards and Sephora's unique approach. • Develop future leaders who embody Sephora's values, fostering a culture of growth and opportunity. • Align team objectives with Sephora's broader strategy, ensuring every role contributes to our collective success. • Collaborate with the recruitment team to attract and onboard top talent who are passionate about beauty and client experience. • Inspire a high-performance sales culture, motivating boutique teams to exceed targets through shared goals and celebration of successes. • Champion a culture of excellence, centred on client satisfaction and aligned with Sephora's core values. • Drive strategic sales initiatives, leveraging data insights to inform decisions and adapt to evolving market trends. • Align marketing initiatives with client engagement strategies to ensure promotions are impactful and drive traffic. • Maximise Beauty Hub engagement through events, partnerships, and personalised experiences that boost interactions and appointment bookings. • Utilise sales analytics to identify performance gaps and refine sales strategies. • Create strong partnerships with our brand partners, elevating product offerings and co-creating impactful promotions. • Develop engaging masterclasses that showcase brand and Sephora expertise, positioning us as a leader in beauty education. Skills: • Extensive experience in client experience management, preferably within the retail or beauty sector. • Exceptional leadership, team management, and motivational abilities, with a proven track record of developing high-performing teams. • Deep understanding of retail operations, policies, and procedures, including inventory, cash management, and service excellence. • Outstanding communication, interpersonal, and conflict resolution skills, with a strong client-first approach. • Exceptional organisational and time-management skills to effectively manage priorities in a dynamic environment. • Proficiency in CRM systems, omni-channel strategies, and retail service models to enrich client engagement. • Analytical mindset with expertise in data analysis tools to assess KPIs and drive continuous improvement. • Advanced skills in digital tools and MS Office applications to streamline operations and enhance team collaboration. • Ability to collaborate effectively with cross-functional teams in a fast-paced, ever-evolving retail landscape. 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.
Jun 26, 2025
Full time
Press Tab to Move to Skip to Content Link Customer Experience and Operations Manager - Cardiff Location: Cardiff, St David's 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 passionate about creating unforgettable customer experiences while driving operational excellence? Join Sephora as a Customer Experience and Operations Manager, where you'll lead by example, inspire your team, and ensure every customer enjoys a remarkable visit. In this pivotal role, you'll coach and develop your team to meet both commercial and operational KPIs, while overseeing flawless cash management and stock operations.By analysing customer satisfaction and implementing actionable strategies, you'll work closely with middle management to continuously enhance the in-store experience. If you're ready to elevate store performance and deliver exceptional service every day, we'd love to meet you. Responsibilities Client Experience • Spend at least 50% of their time on the sales floor, leading the team towards creating memorable addictive Sephora experiences. • Craft a strategic vision for an omni-channel customer experience, collaborating across departments to amplify brand loyalty. • Leverage CRM strategies to cultivate long-lasting relationships with our clients, personalising communications using data-driven insights to ensure relevance. • Innovate our service offerings and Beauty Masterclasses to showcase Sephora's artistry and deepen the client's connection with our brand. • Analyse service metrics with precision to pinpoint strengths and opportunities, ensuring a consistently elevated client experience. • Proactively act on client feedback through targeted initiatives, boosting overall satisfaction and loyalty. • Curate unforgettable, personalised client journeys through tailored recommendations, making every visit uniquely Sephora. • Ensure the highest standards in client service, promptly addressing and resolving any concerns to build lasting loyalty. • Empower team members to navigate challenging situations, ensuring exceptional client satisfaction in every interaction. Operational Excellence • Oversee all day-to-day store operations, including cash and inventory management, ensuring full compliance with Sephora's policies and procedures. • Elevate efficiency in visual merchandising, cleanliness, and restocking to create an inviting and seamless shopping environment. • Optimise stockroom layout and workflow for peak efficiency, guiding and monitoring deliveries to meet company timelines and productivity targets. • Direct cash desk operations, ensuring accuracy and strict adherence to security protocols. • Implement comprehensive auditing procedures and swiftly resolve any discrepancies to maintain operational integrity. • Maintain optimal inventory levels, leveraging inventory management to fuel revenue growth and meet client demand. • Champion a culture of safety and wellbeing by upholding housekeeping and workplace hazard standards. • Lead the operational and cash desk teams, setting clear expectations and delivering targeted training on KPIs and best practices. Team Management • Facilitate training programs that empower Beauty Advisors and leadership with the skills and knowledge to excel. • Cultivate a collaborative, inclusive team environment that encourages open communication and synergy. • Monitor and elevate team effectiveness through regular performance check-ins and constructive feedback. • Partner with the Store Director on resource allocation, team scheduling, payroll, and maximizing team performance. • Lead workshops and peer learning sessions, promoting knowledge sharing and continuous team development. • Identify skill enhancement opportunities through targeted training initiatives, ensuring alignment with industry standards and Sephora's unique approach. • Develop future leaders who embody Sephora's values, fostering a culture of growth and opportunity. • Align team objectives with Sephora's broader strategy, ensuring every role contributes to our collective success. • Collaborate with the recruitment team to attract and onboard top talent who are passionate about beauty and client experience. • Inspire a high-performance sales culture, motivating boutique teams to exceed targets through shared goals and celebration of successes. • Champion a culture of excellence, centred on client satisfaction and aligned with Sephora's core values. • Drive strategic sales initiatives, leveraging data insights to inform decisions and adapt to evolving market trends. • Align marketing initiatives with client engagement strategies to ensure promotions are impactful and drive traffic. • Maximise Beauty Hub engagement through events, partnerships, and personalised experiences that boost interactions and appointment bookings. • Utilise sales analytics to identify performance gaps and refine sales strategies. • Create strong partnerships with our brand partners, elevating product offerings and co-creating impactful promotions. • Develop engaging masterclasses that showcase brand and Sephora expertise, positioning us as a leader in beauty education. Skills: • Extensive experience in client experience management, preferably within the retail or beauty sector. • Exceptional leadership, team management, and motivational abilities, with a proven track record of developing high-performing teams. • Deep understanding of retail operations, policies, and procedures, including inventory, cash management, and service excellence. • Outstanding communication, interpersonal, and conflict resolution skills, with a strong client-first approach. • Exceptional organisational and time-management skills to effectively manage priorities in a dynamic environment. • Proficiency in CRM systems, omni-channel strategies, and retail service models to enrich client engagement. • Analytical mindset with expertise in data analysis tools to assess KPIs and drive continuous improvement. • Advanced skills in digital tools and MS Office applications to streamline operations and enhance team collaboration. • Ability to collaborate effectively with cross-functional teams in a fast-paced, ever-evolving retail landscape. 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.
Press Tab to Move to Skip to Content Link 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. The Opportunity At Sephora, we're more than just a beauty destination - we're a people-first business. We're looking for an experienced Employee Relations Manager to join our Retail HR team and help shape a workplace culture where our people feel supported, heard, and empowered to thrive. In this role, you'll act as a trusted advisor to our Store leadership and employees, managing complex employee relations cases, supporting engagement initiatives, and ensuring our policies reflect both legal compliance and best practice. You'll play a key part in driving a positive, inclusive and high-performing culture across our UK retail network. You Will Also Be Responsible For: Leading on employee relations matters including investigations, grievances, and disciplinary cases - ensuring fair, timely, and consistent resolution Partnering with HR Business Partners to support Store Managers and field leaders in managing employee matters effectively and confidently Reviewing and developing HR policies and procedures to ensure compliance with UK employment law and alignment with our people-first values Coaching and upskilling managers in employee relations best practice, conflict resolution, and effective communication Supporting engagement and inclusion initiatives that foster a positive working environment across our stores Analysing ER trends and data, identifying opportunities to improve culture, policies and ways of working Delivering clear, confident guidance to all levels of the business on sensitive or complex people issues What You'll Bring With deep experience in employee relations, you bring a strong understanding of UK employment law, HR best practice and how to support managers through the full spectrum of employee issues. You're confident navigating complex and sensitive situations, always acting with discretion, empathy and professionalism. You're a natural communicator and coach, with the ability to influence and build trust across all levels. Whether you're drafting policy, leading an investigation, or training managers on how to have better conversations - you're focused on driving positive outcomes and creating a great place to work. Our Ideal Candidate Will Also Possess: Experience working in a retail or customer-focused environment Strong knowledge of UK employment law and HR policy Excellent written and verbal communication skills A calm, solutions-focused approach to resolving conflict The ability to work independently while partnering closely with key stakeholders A passion for employee engagement and building inclusive culture This role offers a unique opportunity to shape the employee experience at Sephora and drive positive workplace culture within a fast-paced retail environment. If you're passionate about fostering a supportive and engaged workforce, we'd love to hear from you! 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.
Jun 14, 2025
Full time
Press Tab to Move to Skip to Content Link 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. The Opportunity At Sephora, we're more than just a beauty destination - we're a people-first business. We're looking for an experienced Employee Relations Manager to join our Retail HR team and help shape a workplace culture where our people feel supported, heard, and empowered to thrive. In this role, you'll act as a trusted advisor to our Store leadership and employees, managing complex employee relations cases, supporting engagement initiatives, and ensuring our policies reflect both legal compliance and best practice. You'll play a key part in driving a positive, inclusive and high-performing culture across our UK retail network. You Will Also Be Responsible For: Leading on employee relations matters including investigations, grievances, and disciplinary cases - ensuring fair, timely, and consistent resolution Partnering with HR Business Partners to support Store Managers and field leaders in managing employee matters effectively and confidently Reviewing and developing HR policies and procedures to ensure compliance with UK employment law and alignment with our people-first values Coaching and upskilling managers in employee relations best practice, conflict resolution, and effective communication Supporting engagement and inclusion initiatives that foster a positive working environment across our stores Analysing ER trends and data, identifying opportunities to improve culture, policies and ways of working Delivering clear, confident guidance to all levels of the business on sensitive or complex people issues What You'll Bring With deep experience in employee relations, you bring a strong understanding of UK employment law, HR best practice and how to support managers through the full spectrum of employee issues. You're confident navigating complex and sensitive situations, always acting with discretion, empathy and professionalism. You're a natural communicator and coach, with the ability to influence and build trust across all levels. Whether you're drafting policy, leading an investigation, or training managers on how to have better conversations - you're focused on driving positive outcomes and creating a great place to work. Our Ideal Candidate Will Also Possess: Experience working in a retail or customer-focused environment Strong knowledge of UK employment law and HR policy Excellent written and verbal communication skills A calm, solutions-focused approach to resolving conflict The ability to work independently while partnering closely with key stakeholders A passion for employee engagement and building inclusive culture This role offers a unique opportunity to shape the employee experience at Sephora and drive positive workplace culture within a fast-paced retail environment. If you're passionate about fostering a supportive and engaged workforce, we'd love to hear from you! 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.
Press Tab to Move to Skip to Content Link 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 passionate about creating unforgettable customer experiences? Join Sephora, as we seek an enthusiastic Customer Experience Manager to elevate our team and ensure every customer enjoys a remarkable visit. You will embody the Sephora spirit, leading by example and providing support in challenging situations to guarantee client satisfaction. In this pivotal role, you will focus on coaching and training your team to meet both commercial and operational key performance indicators (KPIs). You'll take on floor leadership responsibilities, analysing overall customer satisfaction and proposing actionable plans to enhance the experience. Collaborating closely with the Beauty Supervisors, you'll work to maximize our customer satisfaction through outstanding service. Responsibilities Customer Experience Craft a strategic vision for an omni-immersive customer experience by forging collaborations across departments to position Sephora as the premier beauty destination and enhance brand loyalty. Leverage advanced CRM strategies to cultivate long-term customer relationships and tailor communications based on data insights. Innovate beauty services and class offerings that showcase Sephora's expertise and deepen brand affinity. Rigorously analyse service metrics to identify strengths and opportunities for customer experience enhancement. Proactively address customer feedback through targeted initiatives that elevate overall satisfaction and loyalty. Design memorable customer journeys through tailored recommendations that ensure each visit feels unique. Enhance collaboration with the Beauty Hub to streamline processes and deliver cohesive, engaging services. Foster a customer-centric sales environment where every team member understands their role in driving satisfaction and growth. Team Management Develop training programs that empower Beauty Advisors and Supervisors (Makeup, Skincare, Fragrance, Services) with essential skills and knowledge. Cultivate a collaborative team environment that encourages synergy and open communication among team members. Monitor and enhance team effectiveness through regular performance assessments and constructive feedback. Streamline team scheduling to ensure optimal service coverage while balancing business needs with employee well-being. Encourage knowledge sharing to enhance team capabilities, facilitating workshops and peer learning sessions. Identify skill gaps through targeted training initiatives, ensuring team members develop in line with industry standards. Foster leadership development within the team to cultivate future leaders aligned with Sephora's values. Align team goals with the broader organizational strategy, ensuring every member understands their contribution to Sephora's mission. Collaborate with the recruitment department to attract and hire top talent for the store. Inspire a high-performance sales culture among store teams, motivating them to exceed expectations through shared goals. Champion a culture of excellence focused on customer satisfaction, ensuring team alignment with Sephora's core values. Drive strategic sales initiatives using data insights to inform decision-making that aligns with market trends. Align marketing strategies with customer engagement efforts to ensure promotions resonate and drive traffic. Maximize Beauty Hub engagement through partnerships and events that enhance customer interaction and appointment bookings. Utilize sales analytics to inform strategic decisions, identifying performance gaps and optimizing tactics. Embed feedback into strategic planning for future sales initiatives, grounding decisions in real-world insights. Create strong partnerships with brands to elevate product offerings and co-develop promotions that enhance store performance. Develop engaging masterclasses that showcase brand expertise and position Sephora as a leader in beauty education. Skills: Proven experience in customer experience management, preferably in the retail or beauty industry Strong leadership and motivational skills Excellent communication and interpersonal abilities Knowledge of omnichannel strategies, CRM systems, and retail services Familiarity with beauty services and industry trends Analytical mindset and proficiency in data analysis tools Ability to work collaboratively with cross-functional teams Proficiency in MS Office suite and other relevant software applications 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.
Jun 06, 2025
Full time
Press Tab to Move to Skip to Content Link 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 passionate about creating unforgettable customer experiences? Join Sephora, as we seek an enthusiastic Customer Experience Manager to elevate our team and ensure every customer enjoys a remarkable visit. You will embody the Sephora spirit, leading by example and providing support in challenging situations to guarantee client satisfaction. In this pivotal role, you will focus on coaching and training your team to meet both commercial and operational key performance indicators (KPIs). You'll take on floor leadership responsibilities, analysing overall customer satisfaction and proposing actionable plans to enhance the experience. Collaborating closely with the Beauty Supervisors, you'll work to maximize our customer satisfaction through outstanding service. Responsibilities Customer Experience Craft a strategic vision for an omni-immersive customer experience by forging collaborations across departments to position Sephora as the premier beauty destination and enhance brand loyalty. Leverage advanced CRM strategies to cultivate long-term customer relationships and tailor communications based on data insights. Innovate beauty services and class offerings that showcase Sephora's expertise and deepen brand affinity. Rigorously analyse service metrics to identify strengths and opportunities for customer experience enhancement. Proactively address customer feedback through targeted initiatives that elevate overall satisfaction and loyalty. Design memorable customer journeys through tailored recommendations that ensure each visit feels unique. Enhance collaboration with the Beauty Hub to streamline processes and deliver cohesive, engaging services. Foster a customer-centric sales environment where every team member understands their role in driving satisfaction and growth. Team Management Develop training programs that empower Beauty Advisors and Supervisors (Makeup, Skincare, Fragrance, Services) with essential skills and knowledge. Cultivate a collaborative team environment that encourages synergy and open communication among team members. Monitor and enhance team effectiveness through regular performance assessments and constructive feedback. Streamline team scheduling to ensure optimal service coverage while balancing business needs with employee well-being. Encourage knowledge sharing to enhance team capabilities, facilitating workshops and peer learning sessions. Identify skill gaps through targeted training initiatives, ensuring team members develop in line with industry standards. Foster leadership development within the team to cultivate future leaders aligned with Sephora's values. Align team goals with the broader organizational strategy, ensuring every member understands their contribution to Sephora's mission. Collaborate with the recruitment department to attract and hire top talent for the store. Inspire a high-performance sales culture among store teams, motivating them to exceed expectations through shared goals. Champion a culture of excellence focused on customer satisfaction, ensuring team alignment with Sephora's core values. Drive strategic sales initiatives using data insights to inform decision-making that aligns with market trends. Align marketing strategies with customer engagement efforts to ensure promotions resonate and drive traffic. Maximize Beauty Hub engagement through partnerships and events that enhance customer interaction and appointment bookings. Utilize sales analytics to inform strategic decisions, identifying performance gaps and optimizing tactics. Embed feedback into strategic planning for future sales initiatives, grounding decisions in real-world insights. Create strong partnerships with brands to elevate product offerings and co-develop promotions that enhance store performance. Develop engaging masterclasses that showcase brand expertise and position Sephora as a leader in beauty education. Skills: Proven experience in customer experience management, preferably in the retail or beauty industry Strong leadership and motivational skills Excellent communication and interpersonal abilities Knowledge of omnichannel strategies, CRM systems, and retail services Familiarity with beauty services and industry trends Analytical mindset and proficiency in data analysis tools Ability to work collaboratively with cross-functional teams Proficiency in MS Office suite and other relevant software applications 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.
Press Tab to Move to Skip to Content Link Customer Experience Manager - Trafford, Manchester Location: Trafford Shopping Centre, Manchester 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 passionate about creating unforgettable customer experiences? Join Sephora, as we seek an enthusiastic Customer Experience Manager to elevate our team and ensure every customer enjoys a remarkable visit. You will embody the Sephora spirit, leading by example and providing support in challenging situations to guarantee client satisfaction. In this pivotal role, you will focus on coaching and training your team to meet both commercial and operational key performance indicators (KPIs). You'll take on floor leadership responsibilities, analysing overall customer satisfaction and proposing actionable plans to enhance the experience. Collaborating closely with the Beauty Supervisors, you'll work to maximize our customer satisfaction through outstanding service. Responsibilities Customer Experience • Craft a strategic vision for an omni-immersive customer experience by forging collaborations across departments to position Sephora as the premier beauty destination and enhance brand loyalty. • Leverage advanced CRM strategies to cultivate long-term customer relationships and tailor communications based on data insights. • Innovate beauty services and class offerings that showcase Sephora's expertise and deepen brand affinity. • Rigorously analyse service metrics to identify strengths and opportunities for customer experience enhancement. • Proactively address customer feedback through targeted initiatives that elevate overall satisfaction and loyalty. • Design memorable customer journeys through tailored recommendations that ensure each visit feels unique. • Enhance collaboration with the Beauty Hub to streamline processes and deliver cohesive, engaging services. • Foster a customer-centric sales environment where every team member understands their role in driving satisfaction and growth. Team Management • Develop training programs that empower Beauty Advisors and Supervisors (Makeup, Skincare, Fragrance, Services) with essential skills and knowledge. • Cultivate a collaborative team environment that encourages synergy and open communication among team members. • Monitor and enhance team effectiveness through regular performance assessments and constructive feedback. • Streamline team scheduling to ensure optimal service coverage while balancing business needs with employee well-being. • Encourage knowledge sharing to enhance team capabilities, facilitating workshops and peer learning sessions. • Identify skill gaps through targeted training initiatives, ensuring team members develop in line with industry standards. • Foster leadership development within the team to cultivate future leaders aligned with Sephora's values. • Align team goals with the broader organizational strategy, ensuring every member understands their contribution to Sephora's mission. • Collaborate with the recruitment department to attract and hire top talent for the store. • Inspire a high-performance sales culture among store teams, motivating them to exceed expectations through shared goals. • Champion a culture of excellence focused on customer satisfaction, ensuring team alignment with Sephora's core values. • Drive strategic sales initiatives using data insights to inform decision-making that aligns with market trends. • Align marketing strategies with customer engagement efforts to ensure promotions resonate and drive traffic. • Maximize Beauty Hub engagement through partnerships and events that enhance customer interaction and appointment bookings. • Utilize sales analytics to inform strategic decisions, identifying performance gaps and optimizing tactics. • Embed feedback into strategic planning for future sales initiatives, grounding decisions in real-world insights. • Create strong partnerships with brands to elevate product offerings and co-develop promotions that enhance store performance. • Develop engaging masterclasses that showcase brand expertise and position Sephora as a leader in beauty education. Skills: • Proven experience in customer experience management, preferably in the retail or beauty industry • Strong leadership and motivational skills • Excellent communication and interpersonal abilities • Knowledge of omnichannel strategies, CRM systems, and retail services • Familiarity with beauty services and industry trends • Analytical mindset and proficiency in data analysis tools • Ability to work collaboratively with cross-functional teams • Proficiency in MS Office suite and other relevant software applications 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.
Jun 05, 2025
Full time
Press Tab to Move to Skip to Content Link Customer Experience Manager - Trafford, Manchester Location: Trafford Shopping Centre, Manchester 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 passionate about creating unforgettable customer experiences? Join Sephora, as we seek an enthusiastic Customer Experience Manager to elevate our team and ensure every customer enjoys a remarkable visit. You will embody the Sephora spirit, leading by example and providing support in challenging situations to guarantee client satisfaction. In this pivotal role, you will focus on coaching and training your team to meet both commercial and operational key performance indicators (KPIs). You'll take on floor leadership responsibilities, analysing overall customer satisfaction and proposing actionable plans to enhance the experience. Collaborating closely with the Beauty Supervisors, you'll work to maximize our customer satisfaction through outstanding service. Responsibilities Customer Experience • Craft a strategic vision for an omni-immersive customer experience by forging collaborations across departments to position Sephora as the premier beauty destination and enhance brand loyalty. • Leverage advanced CRM strategies to cultivate long-term customer relationships and tailor communications based on data insights. • Innovate beauty services and class offerings that showcase Sephora's expertise and deepen brand affinity. • Rigorously analyse service metrics to identify strengths and opportunities for customer experience enhancement. • Proactively address customer feedback through targeted initiatives that elevate overall satisfaction and loyalty. • Design memorable customer journeys through tailored recommendations that ensure each visit feels unique. • Enhance collaboration with the Beauty Hub to streamline processes and deliver cohesive, engaging services. • Foster a customer-centric sales environment where every team member understands their role in driving satisfaction and growth. Team Management • Develop training programs that empower Beauty Advisors and Supervisors (Makeup, Skincare, Fragrance, Services) with essential skills and knowledge. • Cultivate a collaborative team environment that encourages synergy and open communication among team members. • Monitor and enhance team effectiveness through regular performance assessments and constructive feedback. • Streamline team scheduling to ensure optimal service coverage while balancing business needs with employee well-being. • Encourage knowledge sharing to enhance team capabilities, facilitating workshops and peer learning sessions. • Identify skill gaps through targeted training initiatives, ensuring team members develop in line with industry standards. • Foster leadership development within the team to cultivate future leaders aligned with Sephora's values. • Align team goals with the broader organizational strategy, ensuring every member understands their contribution to Sephora's mission. • Collaborate with the recruitment department to attract and hire top talent for the store. • Inspire a high-performance sales culture among store teams, motivating them to exceed expectations through shared goals. • Champion a culture of excellence focused on customer satisfaction, ensuring team alignment with Sephora's core values. • Drive strategic sales initiatives using data insights to inform decision-making that aligns with market trends. • Align marketing strategies with customer engagement efforts to ensure promotions resonate and drive traffic. • Maximize Beauty Hub engagement through partnerships and events that enhance customer interaction and appointment bookings. • Utilize sales analytics to inform strategic decisions, identifying performance gaps and optimizing tactics. • Embed feedback into strategic planning for future sales initiatives, grounding decisions in real-world insights. • Create strong partnerships with brands to elevate product offerings and co-develop promotions that enhance store performance. • Develop engaging masterclasses that showcase brand expertise and position Sephora as a leader in beauty education. Skills: • Proven experience in customer experience management, preferably in the retail or beauty industry • Strong leadership and motivational skills • Excellent communication and interpersonal abilities • Knowledge of omnichannel strategies, CRM systems, and retail services • Familiarity with beauty services and industry trends • Analytical mindset and proficiency in data analysis tools • Ability to work collaboratively with cross-functional teams • Proficiency in MS Office suite and other relevant software applications 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.
Press Tab to Move to Skip to Content Link Location:Westfield, White City (London) Type of contract:Full Time 40h, Permanent 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. 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.
Jun 04, 2025
Full time
Press Tab to Move to Skip to Content Link Location:Westfield, White City (London) Type of contract:Full Time 40h, Permanent 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. 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.
Affiliate & Influencer Marketing Executive 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 As our Affiliate & Influencer Marketing Executive, you'll play a pivotal role in supporting the growth of our Affiliate & Influencer marketing program. Working alongside the Affiliate Marketing manager, this role blends strategy with hands-on execution, orchestrating impactful partnerships that elevate Sephora's brand presence and drive sales. Collaborating closely with our PR, Trade, and Creative teams, you'll be responsible for helping to build valuable influencer relationships and optimizing campaigns to deliver standout results. Sitting within the Performance Marketing team, this is your chance to make a real impact on our brand's growth. You will also be responsible for: Support Affiliate Program Growth: Contribute to the expansion and day-to-day operations of our affiliate program by managing Affiliate & Influencer partners, recruitment, onboarding, and maintaining strong partner relationships. Analyse Performance: Understand the Affiliate Marketing targets and budgets, report on performance and understand the commercial impact of partners. Drive Influencer Marketing: Support influencer strategies across the Affiliate program, managing briefs, influencer contracts, UGC content, and gifting. Optimize Campaigns: Monitor affiliate activities, track performance, and conduct competitor analysis to ensure campaign compliance and effectiveness. Negotiate Partnerships: Assist in negotiating contracts and deliverables, ensuring campaigns meet Sephora's high standards and drive measurable impact. Negotiate commission structures with Affiliate Partners. Report on Success: Track and report key metrics such as ROI, reach, traffic, and conversions, delivering insights to optimise future campaigns. Stay Ahead of Trends: Keep a pulse on industry trends, competitor activities, and best practices to ensure Sephora's affiliate marketing strategies remain cutting-edge. What You'll Bring In this dynamic role, you'll bring a blend of analytical skills and relationship-building expertise to drive Sephora's affiliate and influencer marketing initiatives. With a creative and data-driven approach, you'll support campaigns that enhance brand visibility, engagement, and revenue, all while aligning with Sephora's brand values and strategic goals. Our Ideal Candidate Will Also Possess: Strong experience in affiliate marketing, influencer marketing, or partnership marketing, ideally within e-commerce, lifestyle, or beauty sectors. Proven track record in managing influencer campaigns, from influencer selection and campaign management to performance analysis. Familiarity with affiliate marketing platforms (e.g., Awin, Rakuten, or Impact) and a strong understanding of tracking and performance analytics. Strong analytical skills, with the ability to interpret campaign data, identify trends, and provide actionable insights. Excellent interpersonal and communication skills for building and maintaining long-term relationships with affiliates, influencers, and internal stakeholders. Creativity and a keen eye for campaign content that resonates with Sephora's audience. Strong organizational and project management skills, with the ability to juggle multiple campaigns and meet deadlines efficiently. 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.
Feb 20, 2025
Full time
Affiliate & Influencer Marketing Executive 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 As our Affiliate & Influencer Marketing Executive, you'll play a pivotal role in supporting the growth of our Affiliate & Influencer marketing program. Working alongside the Affiliate Marketing manager, this role blends strategy with hands-on execution, orchestrating impactful partnerships that elevate Sephora's brand presence and drive sales. Collaborating closely with our PR, Trade, and Creative teams, you'll be responsible for helping to build valuable influencer relationships and optimizing campaigns to deliver standout results. Sitting within the Performance Marketing team, this is your chance to make a real impact on our brand's growth. You will also be responsible for: Support Affiliate Program Growth: Contribute to the expansion and day-to-day operations of our affiliate program by managing Affiliate & Influencer partners, recruitment, onboarding, and maintaining strong partner relationships. Analyse Performance: Understand the Affiliate Marketing targets and budgets, report on performance and understand the commercial impact of partners. Drive Influencer Marketing: Support influencer strategies across the Affiliate program, managing briefs, influencer contracts, UGC content, and gifting. Optimize Campaigns: Monitor affiliate activities, track performance, and conduct competitor analysis to ensure campaign compliance and effectiveness. Negotiate Partnerships: Assist in negotiating contracts and deliverables, ensuring campaigns meet Sephora's high standards and drive measurable impact. Negotiate commission structures with Affiliate Partners. Report on Success: Track and report key metrics such as ROI, reach, traffic, and conversions, delivering insights to optimise future campaigns. Stay Ahead of Trends: Keep a pulse on industry trends, competitor activities, and best practices to ensure Sephora's affiliate marketing strategies remain cutting-edge. What You'll Bring In this dynamic role, you'll bring a blend of analytical skills and relationship-building expertise to drive Sephora's affiliate and influencer marketing initiatives. With a creative and data-driven approach, you'll support campaigns that enhance brand visibility, engagement, and revenue, all while aligning with Sephora's brand values and strategic goals. Our Ideal Candidate Will Also Possess: Strong experience in affiliate marketing, influencer marketing, or partnership marketing, ideally within e-commerce, lifestyle, or beauty sectors. Proven track record in managing influencer campaigns, from influencer selection and campaign management to performance analysis. Familiarity with affiliate marketing platforms (e.g., Awin, Rakuten, or Impact) and a strong understanding of tracking and performance analytics. Strong analytical skills, with the ability to interpret campaign data, identify trends, and provide actionable insights. Excellent interpersonal and communication skills for building and maintaining long-term relationships with affiliates, influencers, and internal stakeholders. Creativity and a keen eye for campaign content that resonates with Sephora's audience. Strong organizational and project management skills, with the ability to juggle multiple campaigns and meet deadlines efficiently. 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.