Customer Experience Manager Mall Flagship Store

At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectivly. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful.

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

• 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…