Customer Experience Manager - St James, Edinburgh

Customer Experience Manager - St James, Edinburgh

At SEPHORA UK, beauty isn't just what we sell - it's who we are. It's the freedom to express yourself, the thrill of discovering something new, and the power of belonging to a community that celebrates every identity. From our beginnings in France in 1969 to becoming part of the LVMH family, we've always pushed boundaries through creativity, innovation, and inclusivity.

Today, with nearly 500 iconic brands and our own SEPHORA Collection, we're redefining the future of prestige beauty as we continue our bold expansion across the UK. If you're ready to bring passion, energy, and a love for immersive retail experiences to one of the world's most dynamic beauty markets, this is your moment to shape what comes next.

The Opportunity

As Customer Experience Manager for your store, you'll play a defining role in shaping how customers discover, engage with and fall in love with SEPHORA. From the moment the doors open, you'll bring our bold, inclusive and customer obsessed spirit to life-leading the customer experience strategy for one of the most exciting stores in our UK expansion.

You'll inspire and develop a high performing team, elevating service standards, coaching through live moments on the floor, and ensuring every customer enjoys a personalised, seamless and unforgettable experience. Working closely with your Beauty Department Managers and cast members, you'll help create immersive beauty moments, bringing storytelling, services and brand experiences together under one roof.

If you thrive in a fast paced, high growth environment and love shaping new concepts, building confident teams and creating standout customer journeys, this is your moment to make a meaningful impact from day one.

What you'll be doing

You'll lead the store across strategy, commercial excellence, service and people, including:

• Craft an omni immersive customer experience vision for your store, partnering cross functionally to position SEPHORA as the ultimate beauty destination.
• Use CRM and customer insights to build long term relationships and tailor personalised, high impact customer journeys.
• Innovate beauty services, classes and experiential moments that deepen engagement and elevate Sephora's service reputation.
• Analyse key service and satisfaction metrics to identify opportunities and drive continuous improvement across the store.
• Respond quickly to customer feedback with targeted initiatives that strengthen satisfaction and loyalty.
• Partner with the Beauty Hub to deliver cohesive, seamless and memorable service experiences across all touchpoints.
• Develop and deliver training that builds expertise across Makeup, Skincare, Fragrance and Services, raising capability and confidence.
• Foster a collaborative, high performing team culture through coaching, knowledge sharing and strong communication.
• Drive a high performance mindset, using sales insights to shape strategic initiatives, promotions and Beauty Hub activation.
• Collaborate with brands and Marketing to co create compelling events, masterclasses and in store moments that enhance both customer experience and commercial results.
• Lead performance conversations, support scheduling needs and partner with Recruitment to attract and onboard top talent.
• Use analytics across sales and service to inform future planning and optimise both experience and business outcomes.

What you'll bring

You'll be an inspiring leader with a passion for people, experience and service excellence. You will also bring:

• Proven experience in customer experience management, ideally within retail or beauty.
• Strong leadership skills with the ability to motivate and empower diverse teams.
• Excellent communication and interpersonal strengths.
• Knowledge of omnichannel experience, CRM tools and customer centric service design.
• Familiarity with beauty services and industry trends.
• Strong analytical and problem solving skills, with confidence using data to drive decisions.
• Ability to work collaboratively with cross functional teams.
• Proficiency in MS Office and related systems.

Beautiful Benefits at SEPHORA UK

When you join SEPHORA, you're joining a team that we truly value - and our benefits reflect that. Here's what you can look forward to:

• SEPHORA University - receive industry leading product, customer care and development training to help you grow your skills and your career.
• Allowances tailored to your role and location - including shoes, lunch and more.
• Competitive pay that grows with you - including annual salary reviews based on your performance and our company results.
• Performance based commission tied to collective store success.
• A generous employee discount across the world's best beauty brands.
• A paid day off on your birthday - because you deserve to celebrate!
• Access to a perks and wellbeing platform offering discounts, wellness support, and more.
• Generous holiday allowance, plus the option to buy extra days.
• And more!

Start a beautiful career with us. Together, we 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.

Sephora's stores offer passionate beauty fans across the world a privileged freedom to touch and test products since 1969. The House provides a superior selection of quality products and always keeps pace with the latest trends. The house is built upon the exceptional talents of its beauty professionals who create a perfect environment for adventurous clients who want to experiment and learn. With the innovative range of products in the Sephora Collection, its distinctive stores and bold commitment to new ideas, the House is always able to surprise and delight its clients. At every touch point with its clients, in store and online, Sephora provides an unconventional approach which has made it the most loved beauty community in the world.

At LVMH, people make the difference in the art of crafting dreams. Our people fuel our dynamic, entrepreneurial culture. We value collective ambitions, encouraging our talents to push boundaries and champion a curious, audacious state of mind. Our commitment to excellence is reflected in nurturing every individual with a growth mindset and development opportunities, consistently empowering them to reach their full potential. We are actively committed to positive impact through an inclusive environment that supports and gives back to our talented community. Join us at LVMH, where your talent is at the heart of our collective successes.