Sephora Customer Experience Manager
- Employment
- Full-Time
- Seniority
- Manager
- Compensation
- $54,800–68,500/year
- Department
- Retail & Boutique Operations
- Posted
- Jul 8, 2026
About Sephora
Sephora is a global prestige beauty leader, renowned for redefining the retail experience through creativity, inclusivity, and expert service. Founded in France and now part of LVMH, the company brings together an exceptional portfolio of beauty brands with a distinctive culture of discovery and innovation. As an employer, Sephora offers a dynamic, customer-centered environment where talent is encouraged to learn, experiment, and grow across retail, digital, merchandising, operations, and corporate functions. Its teams are united by a passion for beauty, entrepreneurship, and belonging, making Sephora a compelling workplace for professionals seeking impact within a fast-moving international brand.
Sephora seeks an experienced Customer Experience Manager in Montreal to lead store operations, train teams, and drive customer satisfaction in a dynamic retail environment.
Role & Responsibilities
- Train and develop all beauty advisors, both established and newly hired staff, delivering orientation and training sessions on Sephora's sales model
- Respond promptly to customer feedback and resolve all customer issues and comments through Sephora's feedback tools (Medallia), customer service line, or direct interactions
- Periodically assume the role of Customer Experience Manager within the store and interact with beauty advisors and customers on the sales floor
- Communicate recruitment needs to talent and operations managers and participate in the hiring process for all team positions
- Manage the interview and hiring process for all direct reports and oversee store hiring needs using the online applicant tracking system
- Manage all in-store events in collaboration with Beauty Services teams, ensuring proper planning and staffing to maximize customer learning opportunities and store sales
- Support the operations team in ensuring all merchandising concepts and sales floor visuals comply with company standards
- Maintain cleanliness and organization of the sales floor and manage inventory levels for demonstration products and supplies
- Execute all visual merchandising reconfigurations and ensure restocking as needed
- Ensure beauty advisors collaborate effectively with brand representatives during visits and provide feedback on brand training effectiveness
Qualifications
- Minimum 2-4 years of management experience in the beauty, retail, or customer service industry or equivalent internal experience
- Demonstrated experience motivating and coaching a team to achieve company expectations and objectives
- Ability to maintain composure and conduct difficult conversations as a manager
- Proven ability to build high-performing teams and identify talent within the store for development
- Excellent verbal and written communication skills with the ability to influence business partners at all levels with clarity and concision
- Proficiency with Windows, Microsoft Word, and Microsoft Excel
- Flexibility to work evenings, weekends, and holidays
- Physical capability to bend, stretch, lift and move loads up to 50 pounds
Skills
Experience
2-4 years of management experience in the beauty, retail, or customer service industry, or equivalent internal experience demonstrating team leadership and customer service excellence.
Education
High school diploma or equivalent; further education or professional certifications in retail management, business administration, or customer service are advantageous but not required.
Workplace
The role is situated in Montreal, Quebec, Canada.
Compensation
The base compensation for this position ranges from CAD 54,800 to CAD 68,500 per annum.
Benefits
Performance bonuses, competitive benefits program, comprehensive health and life insurance (for full-time employees), paid time off, exclusive employee discounts on products, free products, exclusive brand events, access to LVMH job opportunities platform, training and professional development programs, internal mobility support across Canada.
Culture
Sephora fosters a dynamic, inclusive workplace where creativity, curiosity, and a passion for beauty are encouraged at every level. As an employer, it is distinguished by its focus on empowerment, continuous learning, and a collaborative retail culture that celebrates individuality and client-centric innovation.
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 Experience Lead», «Customer Engagement Manager», «Sales Floor Manager», «Retail Experience Coordinator», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.