Sephora Customer Experience Manager

Sephora, a prestigious name in the beauty industry, is part of the esteemed LVMH group. Known for its innovative approach and extensive range of products, Sephora offers a dynamic and inclusive work environment where creativity and passion for beauty thrive. As an employer, Sephora provides opportunities for professional growth and development, making it a sought-after destination for those looking to advance their careers in the luxury retail sector.

1. Lead the customer experience strategy for the store, ensuring a personalized and seamless experience.
2. Inspire and develop a high-performing team, elevating service standards.
3. Utilize CRM and customer insights to build long-term relationships and tailor customer journeys.
4. Innovate beauty services and experiential moments to deepen customer engagement.
5. Analyze service and satisfaction metrics to drive continuous improvement.
6. Respond to customer feedback with targeted initiatives to enhance satisfaction and loyalty.
7. Collaborate with the Beauty Hub to deliver cohesive service experiences.
8. Develop training programs to build expertise in Makeup, Skincare, Fragrance, and Services.
9. Drive a high-performance mindset using sales insights to shape strategic initiatives.
10. Collaborate with brands and Marketing to create compelling events and in-store moments.
11. Lead performance conversations and support recruitment and onboarding of top talent.
12. Use analytics to inform future planning and optimize business outcomes.

1. Proven experience in customer experience management, ideally within retail or beauty.
2. Strong leadership skills with the ability to motivate and empower diverse teams.
3. Excellent communication and interpersonal strengths.
4. Knowledge of omnichannel experience, CRM tools, and customer-centric service design.
5. Familiarity with beauty services and industry trends.
6. Strong analytical and problem-solving skills, with confidence using data to drive decisions.
7. Ability to work collaboratively with cross-functional teams.
8. Proficiency in MS Office and related systems.

1. CRM tools
2. MS Office
3. Omnichannel experience
4. Customer-centric service design

Minimum 5 years of experience in customer experience management, preferably in retail or beauty.

SEPHORA University training, role and location-specific allowances, competitive pay with annual reviews, performance-based commission, generous employee discount, paid birthday off, access to perks and wellbeing platform, generous holiday allowance.

Sephora is celebrated for its vibrant and inclusive culture, where diversity is embraced and creativity is encouraged. The brand fosters a collaborative environment that values innovation and personal expression, making it a dynamic place to work.