Sephora Customer Experience and Operations Manager
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Retail & Boutique Operations
- Posted
- May 6, 2026
About Sephora
Sephora is a global prestige beauty retailer renowned for its curated portfolio of brands and the Sephora Collection. Part of the LVMH group, Sephora is recognized for experiential retail, strong brand partnerships, and a focus on innovation and inclusivity across diverse markets.
Sephora UK seeks a Customer Experience and Operations Manager in Dartford (Bluewater) to lead store operations, customer experience and team performance.
Role & Responsibilities
- Define and deliver an omni-immersive customer experience vision for the Bluewater store, positioning Sephora as the destination for prestige beauty.
- Lead day-to-day store operations including cash handling, stockflow, deliveries, replenishment, and stockroom organisation to ensure accuracy and security.
- Use CRM, customer insights and analytics to build personalised journeys, increase loyalty and convert customer behaviour into long-term revenue.
- Design and execute in-store events, services and experiential initiatives in partnership with Marketing, Brands and the Beauty Hub.
- Monitor service, sales and operational KPIs; analyse trends and implement continuous improvement actions to drive commercial performance.
- Recruit, develop and coach a high-performing team across shop floor and back of house; deliver real-time coaching and structured training programmes.
- Create efficient schedules and rotas that balance customer demand, operational needs and team wellbeing while driving productivity.
- Ensure full compliance with Sephora standards and procedures including returns, safety, cash controls and operational governance.
- Resolve customer service escalations promptly, using insight-led actions to protect satisfaction and brand reputation.
Qualifications
- Minimum 5 years' experience in customer experience and/or retail operations with demonstrable leadership responsibility.
- Proven experience managing cash, stock and operational processes with high attention to detail and security.
- Strong commercial acumen with experience using data and KPIs to drive decisions and improve performance.
- Demonstrable experience coaching, developing and motivating diverse retail teams to achieve service and sales objectives.
- Comfortable working with CRM, omnichannel initiatives and digital tools to enhance customer journeys.
- Excellent communication and interpersonal skills and the ability to influence cross-functional stakeholders.
- Flexibility to work evenings, weekends and peak trading periods as required.
Skills
Experience
Minimum 5 years of progressive retail experience with managerial responsibility in customer experience and/or store operations; proven track record of leading teams and improving operational and commercial KPIs.
Education
Secondary education required; bachelor's degree in business, retail management or a related discipline preferred.
Workplace
This position is based in Dartford, Kent, UK, within easy reach of London.
Benefits
Sephora University professional training; role- and location-specific allowances (e.g., shoes, lunch); competitive pay with annual salary reviews; performance-based commission tied to store results; generous employee discount; paid birthday day off; access to perks and wellbeing platform; generous holiday allowance with option to buy extra days.
Culture
Sephora blends creativity, inclusivity and a fast-paced retail ethos, emphasising experiential customer moments and continual learning. The workplace encourages collaboration, visible leadership and career progression supported by structured training such as Sephora University.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Sephora, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Store Customer Experience Manager», «Retail Operations Manager», «Store Experience Manager», «Client Experience & Operations Lead», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.