Sephora Customer Experience and Operations Manager

Cardiff • UK

Tuesday, June 17, 2025

Sephora, a leader in the global beauty industry, is renowned for its innovative approach to cosmetics retail and its commitment to diversity and inclusivity. As part of the LVMH Group, Sephora benefits from the strength and prestige of one of the world's largest luxury goods conglomerates. The brand is dedicated to providing an empowering and dynamic work environment where employees are encouraged to grow and excel.

1. Lead the team in creating memorable customer experiences on the sales floor.
2. Develop and implement a strategic vision for omni-channel customer engagement.
3. Utilize CRM strategies to build long-term client relationships.
4. Innovate service offerings and Beauty Masterclasses to enhance brand connection.
5. Analyze service metrics to identify strengths and opportunities.
6. Address client feedback with targeted initiatives to improve satisfaction.
7. Oversee store operations, including cash and inventory management.
8. Ensure compliance with Sephora's policies and procedures.
9. Optimize stockroom layout and workflow for efficiency.
10. Direct cash desk operations with accuracy and security.
11. Implement auditing procedures to maintain operational integrity.
12. Facilitate training programs for Beauty Advisors and leadership.
13. Cultivate a collaborative and inclusive team environment.
14. Monitor and enhance team effectiveness through performance check-ins.
15. Drive strategic sales initiatives and align marketing strategies.
16. Develop engaging masterclasses to showcase brand expertise.

1. Extensive experience in client experience management in retail or beauty.
2. Exceptional leadership and team management abilities.
3. Deep understanding of retail operations and service excellence.
4. Outstanding communication and conflict resolution skills.
5. Proficiency in CRM systems and omni-channel strategies.
6. Analytical mindset with expertise in data analysis tools.
7. Advanced skills in digital tools and MS Office applications.
8. Ability to collaborate effectively in a fast-paced retail environment.

Extensive experience in client experience management, preferably within the retail or beauty sector.

Sephora offers a culture of empowerment, learning, and growth, providing tools and opportunities for innovation and leadership. Employees enjoy a fulfilling work environment where every action makes a difference.

Sephora fosters a community where authenticity is embraced, and diversity is celebrated. The company is committed to creating an inclusive environment that empowers employees to learn, innovate, and lead.