Sephora Customer Experience and Operations Manager

Sephora, a leader in the beauty retail sector, is part of the LVMH Moët Hennessy Louis Vuitton group, a global luxury goods conglomerate. Known for its innovative approach to beauty, Sephora offers a diverse range of products and services, fostering an inclusive and empowering environment for its employees. The company is committed to excellence and diversity, making it a sought-after employer in the luxury retail industry.

1. Lead the team in creating memorable customer experiences on the sales floor, dedicating at least 50% of time to direct engagement.
2. Develop and implement a strategic vision for omni-channel customer experiences to enhance brand loyalty.
3. Utilize CRM strategies to build long-term client relationships through personalized communications.
4. Innovate service offerings and Beauty Masterclasses to strengthen client connections with the brand.
5. Analyze service metrics to identify strengths and areas for improvement, ensuring a high standard of client experience.
6. Address client feedback proactively to enhance satisfaction and loyalty.
7. Oversee day-to-day store operations, including cash and inventory management, ensuring compliance with company policies.
8. Enhance efficiency in visual merchandising and stockroom operations to maintain an inviting shopping environment.
9. Lead and train the operational and cash desk teams, focusing on KPIs and best practices.
10. Facilitate training programs to empower Beauty Advisors and leadership teams.
11. Collaborate with the Store Director on resource allocation, scheduling, and team performance optimization.
12. Drive sales initiatives using data insights to adapt to market trends and maximize client engagement.

1. Minimum of 10 years of experience in client experience management, preferably within the retail or beauty sector.

1. Exceptional leadership and team management skills with a proven track record of developing high-performing teams.
2. Strong understanding of retail operations, including inventory and cash management.
3. Outstanding communication and interpersonal skills with a client-first approach.
4. Proficiency in CRM systems and omni-channel strategies.
5. Analytical mindset with expertise in data analysis tools.
6. Advanced skills in digital tools and MS Office applications.

Minimum of 10 years 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 personal and professional development. Employees are part of a community that values authenticity and diversity.

Sephora fosters a culture of inclusivity and empowerment, celebrating diversity and encouraging innovation. The workplace is dynamic and collaborative, with a focus on personal growth and community spirit.