Shop Manager

Position Purpose

As Shop Manager, you will be responsible for the customer journey, services and operational service management within the store.

• 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.
• Use suitable tools (Love Meter and CEE) for analysing 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 Supervisor and coach the team to offer our Beauty Services to maximize client satisfaction.
• Provide support for the Area Manager in analysing results and proposing action plans to enhance client experience.
• Maintain and enforce quality customer service and resolve customer service complaints.

• Inspire the team in achieving commercial and operational KPI’s and create improvement plans to drive them.
• 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.
• Achieve the desired market share for services.
• 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.
• Analysing the results achieved during the shift/floor leadership segment and create action plans during the day to achieve set target.

• Apply the policies and procedures referring to products, 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.
• Enforce the team to apply and follow established policies and procedures regarding store operations.
• Accurately monitor stock availability and report low stock to Head Office to avoid OOS situations.
• Propose podium order and track daily performance.
• Drive all operational KPIs and create improvement plans for each.
• Align with Category Departments on shelving plans, novelties, brand relocations, grid changes etc. and communicate to your assigned team.

• Provide support to the Area Manager with knowledge of the market conditions, competition, client needs, etc.
• Analyse 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 behaviour in our higher volume stores, while delivering a memorable customer experience.
• Proactively provide the HO and CATMAN with 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.
• Ensure all Business reports are completed efficiently when required.

• Motivate and develop the team through daily coaching / observations.
• Communicate and inspire the team on business strategy, vision and relevant information through animate 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 Area Manager.
• Ensure the team is attending training and follow up is done after the training is attended.
• Ensure the team is using 360 as E-learning tool; daily follow up on average training frequency for each team…