Sephora Customer Experience Manager

London • UK

Thursday, May 1, 2025

Sephora, a distinguished brand within the Selective Distribution business group, is renowned for its commitment to beauty and inclusivity. As part of the LVMH conglomerate, Sephora offers unparalleled opportunities for growth and development in the luxury retail sector. The brand is celebrated for its innovative approach to beauty and its dedication to creating a diverse and empowering workplace.

1. Craft a strategic vision for an omni-immersive customer experience to enhance brand loyalty.
2. Leverage CRM strategies to cultivate long-term customer relationships.
3. Innovate beauty services and class offerings to deepen brand affinity.
4. Analyse service metrics to identify opportunities for customer experience enhancement.
5. Address customer feedback through targeted initiatives to elevate satisfaction.
6. Design memorable customer journeys with tailored recommendations.
7. Enhance collaboration with the Beauty Hub to streamline processes.
8. Develop training programs for Beauty Advisors and Supervisors.
9. Cultivate a collaborative team environment and encourage open communication.
10. Monitor team effectiveness and provide constructive feedback.
11. Streamline team scheduling for optimal service coverage.
12. Encourage knowledge sharing through workshops and peer learning sessions.
13. Identify skill gaps and ensure team development aligns with industry standards.
14. Foster leadership development within the team.
15. Align team goals with Sephora’s mission and collaborate with recruitment to hire top talent.
16. Inspire a high-performance sales culture and drive strategic sales initiatives.
17. Align marketing strategies with customer engagement efforts.
18. Maximize Beauty Hub engagement through partnerships and events.
19. Utilize sales analytics to inform strategic decisions and optimize tactics.
20. Create partnerships with brands to enhance product offerings and co-develop promotions.
21. Develop engaging masterclasses to position Sephora as a leader in beauty education.

1. Proven experience in customer experience management, preferably in retail or beauty industry.
2. Strong leadership and motivational skills.
3. Excellent communication and interpersonal abilities.
4. Knowledge of omnichannel strategies, CRM systems, and retail services.
5. Familiarity with beauty services and industry trends.
6. Analytical mindset and proficiency in data analysis tools.
7. Ability to work collaboratively with cross-functional teams.
8. Proficiency in MS Office suite and other relevant software applications.

Proven experience in customer experience management, preferably within the retail or beauty industry.

Sephora offers a culture of empowerment, learning, and growth, providing tools, space, and opportunities to innovate and lead. Employees are embraced in a community where authenticity is valued, and diversity fuels collective spirit. Sephora is committed to being an equal opportunity workplace, celebrating diversity and fostering an inclusive environment for all.

Sephora fosters a culture of empowerment, learning, and growth, where authenticity is embraced, and diversity is celebrated. The brand is committed to creating an inclusive environment that encourages innovation and leadership, ensuring every team member feels valued and empowered.