Retail Manager

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. Since its inception in 1969 in Limoges, France, and as part of the LVMH Group since 1997, Sephora has been disrupting the prestige beauty retail industry. Today, Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty. With 56,000 employees in 35 countries, we connect customers and beauty brands within the world’s most passionate beauty community. With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the most unique and diverse range of products: fragrances, makeup, hair care, skincare... and much more.

Position Purpose: 

As Retail Manager, you will be responsible for the people, standards, customer experience, and financial and operational management of stores in your area of accountability. Responsible for support, coaching, and developing your teams to translate the retail plans into tangible actions that enable store leaders and store teams to reach and exceed their agreed targets. Build, develop and implement store and area plans to maximize sales and KPIs performance.

You will excel and enjoy this role if you are ready to actively handle the following missions: 

• Responsible for delivery of all pre-Agreed sales and KPI performance targets through monitoring, identifying opportunities and implementing appropriate actions
• Ensure the delivery of exceptional retail and operational standards throughout Sephora stores in allocated area of responsibility whilst ensuring delivery of best-in-class customer service across all stores
• To ensure compliance in all areas of operational activity and drive sales and profitability through the performance, development and coaching of Store Managers, store teams whilst managing within SME Business plan.
• Provides leadership, support and direction to the store teams that reflects vision and strategic direction of SME

Performance, Productivity & Results Management

• Leads teams, translating area performance objectives into store sales and KPI targets
• Monitor, report on performance KPIs and identify areas/store/leadership improvements
• Monitor store productivity to stay within agreed budgets and coach store managers to drive the right balance quality vs quantity when planning store schedules
• Customer and frontline obsession, lead by example, live customer and team by being present in stores four days a week
• Build the Beauty Playground of the Future – through Love (services), Loyalty (Sephora Card) and Differentiation (Offer)
• Implement agreed Sephora Retail priorities and drive commercial success
• Develop team, recruit, and identify talent with focus to scale up and prepare potential Sephorans for the next step of career ladder
• Embraces OMNI retailing, implements agreed measures of success, drives culture change in teams

Management of Store Operations: Retail Operations

• Back of house organization, compliant with all SEPHORA policies and procedures
• Monitor stock levels on all inventory items. Conduct inventories on a timely basis/maintain updated inventory records and conduct (semi)annual stock take
• Responsible for the measurement and effectiveness of all processes. Provides timely, accurate and complete reports on the operating condition of the organization
• Recruit and develop exceptional people
• Optimize and oversee operations to ensure productivity and efficiency
• Ensure compliance with company’s policies and operational guidelines

Store Merchandising and Standards 

• Ensure that SEPHORA’s merchandising concepts are set up and always maintained.
• Store standards of cleanliness and security are maintained.
• Ensure key product launches and initiatives are fully supported.

Customer and People

• Define, build, and follow up on people development plans in partnership with training and education
• Maintain both fulfillment of leadership roles and general headcount through active succession planning and recruitment and follow the right process.
• Lead by example in driving service culture, instore observations to monitor customer service levels and monitoring customer service reports
• Gain awareness of market/customer trends in the retail industry and monitor what local competitors are doing, communicate back to Offer and Marketing Team where appropriate

KPIs and deliverables

• Accountable to deliver all agreed sales and KPI targets for area of responsibility
• Exceed monthly sales turnover vs agreed budget
• Meet pre agreed KPIs of conversion, ATV, UPT and Sephora Collection
• Customer measures lead them to exceed CRM recruitment targets, CRM contribution and App sign ups
• Improve store productivity and efficiency through implementing use of Rotageek and back-office modelling
• Shrinkage and the level of stock by store, meet company Audit results >85%
• Deliver agreed company measures in both Happy App and Lovemeter >80%
• Exceed agreed annual company employee satisfaction target
• Define, build, and follow up on people development plans in partnership with training and education

Brand and Culture

• Develop, create, and maintain a strong customer obsessed, brand focused environment for all frontline in everything that they do
• Together with senior leaders, continue to create a structured, analytical, commercially focused, engaging services culture
• Support in the roll out of relevant retail projects 
• Gatekeeper of retail communications and data to area and store teams

Do not hesitate to apply if you have: 

• Multiple store management with 5-7years’ experience, experience managing teams at store/shop manager levels.
• Flagship store – in Key Regional mall, experience managing teams at store/shop manager levels. +5 years’ experience
• Exceptional problem-solving skills, seeking and offering solutions to your team/s, mitigating risks to business and stores
• You have a Degree in Business or Administration.
• You have experience in Customer Experience.
• Knowledge and experience in sales, service and commercial KPI environments focusing on, but nor restricted to, conversion and average basket
• Comprehensive beauty Industry knowledge, up to date on trends and latest products
• Competent in Microsoft office, you have knowledge in PowerPoint & Excel
• You have experience in Leadership & transversal management skills
• You have Commercial background and ME market awareness
• You have Excellent communication skills
• You are Flexibility, adaptability & creativity
• High achievement drive, ability, and desire to drive change, team player and confident to work alone
• Embraces change, seizes opportunities, leads from the front
• You have high level of energy, enthusiasm, and motivation
• You fully understand the business needs and adapt to all requirements of a fast-paced environment.
• You can collaborate, connect, and build relationships with store teams, Retail Managers and different support teams within Sephora Middle East HQ.
• Minimum of 5 years’ experience in sales, operations and/or services within the beauty/retail/hospitality industry
• You are an English speaker (Arabic is a plus)
• You have a valid driving license

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