Retail Services & Experience Manager

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 Sephora UK’s Services & Experience Manager, reporting to the Retail Director, you will take the lead on driving our services offering to customers across the UK, both in our retail stores, and the visibility of these services via our online platforms. You will launch our service strategy in the UK, aligning our brand partners and store teams towards delivering the best-in-class service levels to our customers. This role is an office-based role, but significant time will be spent in stores all across the UK. 

What You’ll Do

• Drive Paid Service Offers in Stores: You will take the ownership of orchestrating the paid service strategy with our business partners, agreeing menus, rates, terms and ways of working in stores. You will also be leading the Sephora MU paid service strategy and growth with our Sephora stores.
• Deliver Technical Training: You will lead the technical application of in store services, ensuring all necessary trainings are being provided to store and services teams, this would include in store visits, application observations and assessments, SA training, brand services guidelines and best practices, Beauty Hub audits and quality. You will work alongside the Training Manager who will coordinate these while you operate as the technical SME.
• Beauty Hub Takeovers: You will liaise to ensure beauty tours, Masterclasses, PAs are scheduled and implanted in stores, targets are assigned and tracked, and performance is shared with brands.
• Supplies Sourcing: You will manage the cost and ordering of store supplies, including services uniform, brushes, belts, make up removers, service marketing elements etc ensuring we’re ready for best-in-class services at all times.
• Drive Store Experiences Insights: You will lead trainings to our retail teams on store google reviews, love meter and mystery shopper reviews. You will lead on the communications, training, follow up and reporting to ensure we have the insight, and make informed decisions from the customer feedback.
• Unlock Omni: Alongside the team you will play a key role in implanting Omni initiatives in stores as and when they arise.
• Ensure Adherence to SOPs: You will be responsible for maintaining and enforcing standard operating procedures (SOPs) across all retail locations specifically regarding Sephora’s services and experiences. This will involve regularly updating and communicating SOPs to store teams and ensuring consistent processes and exceptional customer experiences are achieved
• Training & Culture: You will participate in delivering both instore and classroom based trainings for new joiners and existing teams, as well as building the Sephora addictive service culture in stores and in the office.

What You’ll Bring

• Bachelor’s degree in business administration, Retail Management, or a related field (or equivalent experience)
• Substantial experience in beauty retail and services, with proven skills in makeup application and training.
• Passionate about stores sales floor, services, beauty and pampering customers.
• Experience working cross-functionally to deliver initiatives.
• Excellent presentation and persuasion skills, with the ability to manage through tough conversations.
• Excellent project management and coordination abilities.
• Ability to work collaboratively and communicate effectively with cross-functional teams.
• Familiarity with retail processes, standards, and best practices.
• Proficiency in MS Office suite and other relevant software applications

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.