Sephora Retail Experience Specialist

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.

Role & Responsibilities

• Implement and continuously enhance service standards and programs across stores, delivering exceptional customer experiences and improving customer engagement, conversion and average basket value.
• Help redesign the end-to-end customer journey, from customer identification and recruitment to expert skin diagnosis through the All-in-One application.
• Monitor execution and identify opportunities to improve customer experience and commercial performance, including average basket value, recruitment rate, conversion and app penetration.
• Track service penetration and performance across stores and develop action plans to increase adoption of services such as Makeup, Engraving and Brow Bars.
• Own the Click & Collect customer journey and operational performance, ensuring a seamless experience from order to collection.
• Partner with Technology and Digital teams to translate store feedback into app enhancements, coordinating pilots, training and rollout.
• Track Click & Collect KPIs and produce weekly performance reports highlighting gaps, opportunities and best practices.
• Lead the All-in-One application pilot from finalization and testing through regional rollout; monitor adoption, gather user feedback and apply insights to improve the store and customer experience.
• Manage the Mystery Shopper program, developing scenarios and questionnaires that produce actionable insights.
• Lead Mystery Shopper pilots, train and equip stores and Mystery Shoppers, and coordinate regional rollout.
• Share monthly Mystery Shopper feedback, identify development priorities and follow up on action plans to drive measurable progress.
• Drive the Love Meter program and maximize customer participation in partnership with Central and Digital teams.
• Design and implement a customer follow-up process that turns feedback into action.
• Train and support store teams, monitor Love Meter execution and promote continuous improvement based on customer feedback.
• Monitor customer recruitment performance by store and market, focusing on My Client penetration on the shop floor and recruitment rate.
• Present performance insights to Retail Directors and follow up on action plans to help markets meet regional targets.
• Lead and coordinate the Beauty League program in partnership with Marketing and SU.
• Ensure consistent Beauty League implementation across stores through engaging communication and disciplined follow-up.

Qualifications

• 3–5 years of experience in retail operations, customer experience or service excellence, ideally in beauty, luxury, fashion or another customer-centric environment.
• Strong understanding of store operations, frontline realities and the end-to-end customer journey.
• Proven project-management experience, including pilots, testing, training and multi-store or regional rollouts.
• Strong analytical skills, with the ability to monitor retail and customer KPIs, identify gaps and translate insights into action plans.
• Strong communication and stakeholder-management skills, with the ability to engage store, regional and cross-functional teams.
• Comfort working with digital retail tools and supporting user testing, feedback and adoption in stores.
• Ability to train and support store teams, reinforce new standards and drive consistent execution.
• Organized, hands-on and detail-oriented, with strong follow-through.
• Proficiency in Excel and PowerPoint.

Skills

Experience

3–5 years’ experience in retail operations, customer experience or service excellence; minimum 3 years.

Benefits

A community that embraces authenticity and values diversity; an empowering culture offering learning and growth opportunities; fulfilling work that makes a difference to clients and the industry.

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.