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Position PurposeAs Customer Experience Manager, you will be responsible for the customer journey, services and operational service management within the storeResponsible to lead, support, coach, and translating the service vision and plans into tangible actions enabling store leaders and store teas to reach and exceed their service targets.Build, develop and implement store service plans to maximize sales and KPIs performance. OUR ManifestoOur Manifesto At Sephora, we stand together and we stand for something more. For empowerment, for exploration, for the opportunity to impact people’s lives through the unlimited power of beauty. We embrace uniqueness, unleash creativity, and pursue progress every day. Sparked by energy and excitement, our passion is contagious. We are united by a common goal – to reimagine the future of beauty.Reimagine your future, with Sephora.Our Value Proposition:We have a powerful culture that fuses aspirations, uniqueness, authenticity and valued by each and every Sephora member:These are the values:Beauty & Beyond:We reimagine beauty by inspiring our customers, empowering people and helping them become the best versions of themselves.Creativity Unleashed:We encourage exploration, innovation and having fun.Endless Evolution:At Sephora you are empowered to choose your own path and accelerate your growth.Boldly Authentic:We celebrate diversity and embrace your unique and winning spirit.Key Accountabilities:Client ExperienceEmbody 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 our digital App 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.Sales 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 among selective, exclusive and Sephora Collection.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.OperationsApply 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 Shelving plans, novelties, brand relocations, gird changes etc.. And communicate to your assigned team.BusinessProvide 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. PeopleMotivate 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, coaching’s 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 tool; 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.Know HowProject 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.RelationshipsInternal RelationshipsStore team (Store Manager/Director, Supervisor, Beauty Consultants), and Head office team.External RelationshipsSuppliers, Brand promoters/managers/trainers, Security, Cleaning team.Job Holder Profile Training Knowledge Advanced Product Knowledge.Ability to trainIntermediate knowledge on health and safety procedures.ExperienceMinimum 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.CompetenciesDigital 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.
