Sephora Store and Workplace Support Team Lead

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

• Lead, build, and coach the KSA store and workplace technology team; set objectives and targets, plan deployments, align team strategies with ME Technology management goals, share knowledge across workplace and stores, and hold regular checkpoints and meetings between KSA and Dubai.
• Provide remote and on-site technology support for Sephora stores across the region, including store infrastructure, network connectivity, switches, access points, POS hardware, payment terminals, back-office equipment, and store-specific applications.
• Coordinate technology support for store openings, closures, relocations, renovations, hardware refreshes, incident resolution, preventive maintenance, asset tracking, vendor coordination, and business continuity.
• Manage external vendor relationships, hardware expenditure in line with indirect purchasing policy and processes, vendor negotiations, hardware stock, and shortage and business continuity processes.
• Coordinate with EME and LVMH teams on end-user experience topics, as well as local IT teams in KSA and Dubai, infrastructure teams, vendors, and retail stakeholders.
• Follow relevant IT policies, processes, standard operating procedures, and LVMH and Sephora rules; establish dashboards and metrics to measure external partners’ quality of service, monitor SLAs and SLOs, and apply penalties when needed.
• Support store and end-user technology across store operations, back-office users, POS areas, and Apple and Microsoft devices; analyze, install, and configure computer systems, cables, printers, access rights, email, operating systems, software, and hardware.
• Resolve escalated IT Service Desk incidents using Ivanti/WSO, monitor and upgrade workstations, and instruct users in computer equipment, software, and manuals; analyze reported symptoms, resolve problems, and provide end users with feedback and first-level application support.
• Set up, support, and maintain retail technology, including POS terminals, payment devices, receipt printers, cash drawers, barcode scanners, handheld devices, back-office PCs, store printers, network racks, switches, routers, firewalls, access points, structured cabling, digital in-store tools, and store applications.
• Work with technical services, network, security, application, and vendor teams to troubleshoot store connectivity, POS availability, wireless coverage, VLAN and network configuration, server incidents, GPO issues, and business-critical outages.
• Prepare infrastructure requirements for store openings, closures, relocations, and renovations; validate network readiness, coordinate installation schedules, test POS and store devices, and hand over to operations.
• Validate store technology environments on site, including network cabinets, access point placement, cabling quality, POS lane readiness, peripheral connectivity, and compliance with Sephora and LVMH technology standards.
• Maintain computer equipment, peripherals, and data backups; monitor daily system performance, configure, install, and test hardware, networking and operating system software, recommend upgrades, evaluate software and hardware, troubleshoot issues, perform network start-up and shutdown procedures, and maintain control records.
• Implement Group IT policies to protect data, software, hardware, and local IT infrastructure; follow instructions and established guidelines, escalate complex issues, and contribute to relevant projects and community activities.

Qualifications

• Proven track record in IT support or store technology operations, preferably in retail, hospitality, or a multi-site environment.
• At least 10 years of experience, including at least 3 years in a retail company.
• English and Arabic communication skills are mandatory.
• Strong understanding of retail store operations, POS environments, store networks, infrastructure dependencies, and the impact of technology availability on client experience and business continuity.
• Strong knowledge of procurement and purchasing processes in the Middle East; logistics, particularly export and import processes, is an advantage.
• Ability to work effectively in a matrix organization and communicate with IT and business stakeholders at EME level.

Skills

Experience

At least 10 years, including at least 3 years in a retail company.

Benefits

A community that embraces authenticity and values differences; an empowering culture offering learning and growth opportunities; fulfilling work.

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.