Customer Experience Manager
SEPHORA
United Arab Emirates
29th May 2025
2505-2703-1
Job Description
Position Purpose
As Customer Experience Manager, you will be responsible for the customer journey, services and operational service management within the store
Responsible to lead, support, coach, and translating the store vision and plans into tangible actions enabling store team to reach and exceed their targets.
Build, develop and implement store action plans to maximise sales and KPIs performance
Key Accountabilities
Client Experience
- Embody Sephora Attitude and set an example in front of the team.
- Provide support to the team in difficult situations ensuring client’s satisfaction.
- Provide extensive coaching and training to assist the team in meeting all commercial and operational KPI’s.
- Take over floor leadership segments and ensure the floor is always managed and covered.
- Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.
- Provide support for the floor manager as an active co-lead.
- Use suitable tools for analyzing overall satisfaction and propose action plans to enhance the customer experience.
- Inspire the team to use digital tools to deliver a customized service.
- Work in partnership with the Services Manager and coach the team to offer our Beauty Services to maximize client satisfaction.
- Embolden team to use digital tools to deliver a customized service; responsible for daily follow up.
- Build a strong relationship with Brand Supervisors and follow up on Brand BCs.
- Lead your Category Managers to create a positive and energetic shopping experience to enable achievements in all commercial KPI’s.
- Provide support for the Store Director in analyzing results and proposing action plans in order to enhance client experience and drive all related KPI’s.
- Provide support for the Store Director by maintaining and enforcing quality customer service and resolving customer service complaints.
- Lead your category Managers to create a positive and exciting work environment through effective floor management while ensuring that targets are met.
- Lead your Services Manager to create a playful and educational experience while ensuring services targets are met.
- Reinforce sales policies and techniques established at the Sephora University with all team members.
- Balance and drive the sales target.
- Provide support for the Store Director in analyzing sales results and proposing action plans to achieve set targets.
- Ensure achievements by hour are shared with colleagues and are an active part of animating the floor and motivating the team.
- Create disruptive internal competitions to motivate the team and boost the achievements.
- Apply the policies and procedures referring to products, shelving plans, testers, prices, merchandising and other partners (Brands, helpers, security) and provide feedback.
- Contribute to the store projection of an excellent image through cleanliness and product restocking.
- Together with the Category Managers, encourage the team to apply and follow established policies and procedures regarding store operations.
- Accurately monitor stock availability and report low stock to the Operation Manager to avoid OOS situations.
- Work with the Operations Manager to ensure that VM, merchandising and quality standards are met.
- Validate the podium order proposed by the Operations Manager and daily performance is closely monitored.
- Align with Category Departments on plans and communicate to your assigned team.
- Provide support to the Store Director with knowledge of the market conditions, competition, client needs, etc.
- Analyze all relevant KPIs and propose action plans for improvement.
- Develop and propose short- and long-term strategies to drive top and bottom line/brands sales.
- Manages business KPIs and team selling behavior in our higher volume stores, while delivering a memorable customer experience.
- Proactively provide product recommendations and qualitative feedback based on local knowledge about the market and client needs,
- Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training and monthly trends .
- Plan, implement and oversee in-store promotional events or displays.
- Following trends and perform market visits and analyses to understand the local market and work to determine business growth opportunities.
- With your team of Category Managers ensure all Contribute to the Business reports as required to form a comprehensive picture of the business.
- Motivate and develop the Category Managers and store team through daily coaching / observations.
- Communicate and inspire the team on business strategy, vision and relevant information through animating briefings, coachings and trainings.
- Increase the team confidence and motivation by praise and feedback for their performance.
- Identify, engage in recruiting and develop talents and secure succession plans in collaboration with the Store Director.
- Ensure the team is attending training and follow up is done after the training is attended.
- Ensure the team is using E-learning tools; daily follow up on average training frequency for each team member.
- Ensure an addictive beauty experience through performing monthly assessments.
- Facilitate team monthly meetings with the Category Managers to analyze and discuss their performance.
- Be responsible for the PCR and PIP process of the entire assigned team.
- Oversee the annual leave of the team and liaise with Store Director for final validation according to business needs.
- Project an exceptional image and body language in accordance with the guidelines set by Sephora.
- Keep up-to-date on trends and products.
- Inspire, mentor and coach the team.
Internal Relationships
- Store team (Store Director, Supervisor, Beauty Consultants), and Head office team.
- Suppliers, Brand promoters/managers/trainers, Security, Cleaning team.
Training Knowledge
- Advanced Product Knowledge.
- Ability to train
- Intermediate knowledge on health and safety procedures.
- Minimum 7 years of experience in retail with proven successful instore sales experience.
- Minimum 2 to 3 years’ experience in team management.
- 3 years in the beauty industry.
- Bachelor’s degree.
- English – minimum intermediate level
- Digital orientation/analytical skills/business oriented.
- Excellent communication skills.
- Intermediate Excel skills.
- Ability to deal with Ambiguity.
- Commercial awareness.
- Strong ability to develop and manage people and teams.
- Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit
- Culture of empowerment, learning & growth, that offers you the tools, space and opportunity to learn, innovate and lead
- Work that brings fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference
Job Details
| Role Level: | Mid-Level | Work Type: | Full-Time |
|---|---|---|---|
| Country: | United Arab Emirates | City: | Dubai |
| Company Website: | http://www.inside-sephora.com/ | Job Function: | Customer Service |
| Company Industry/ Sector: |
Retail Personal Care Product Manufacturing and Retail Luxury Goods and Jewelry | ||
What We Offer
About the Company
Sephora is the world’s leading global prestige beauty retail brand. With over 56 000 talents across 35 markets, Sephora connects customers and beauty brands within the world’s most trusted and dynamic beauty community. We serve a highly engaged community of hundreds of millions of beauty followers across our global omnichannel network of more than 3 000 stores and iconic flagships, and our e-commerce and digital platforms, offering personalized and immersive seamless experiences across every touchpoint. With our curation of close to 500 brands and our own label, Sephora Collection, we offer the most unique and diverse range of prestige beauty products, tailored to our customers’ needs from fragrance to make-up, haircare, skincare and beyond, as we constantly reimagine the world of prestige beauty. Since our inception in 1969 in Limoges, France, and as part of the LVMH Group since 1997, we have been disrupting the prestige beauty retail industry. Today, we continue to break with convention to drive our mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty.
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