Omni Retail Services & Experience Executive

Omni Retail Services & Experience Executive

Omni Retail Services & Experience Executive

At SEPHORA UK, beauty isn’t just what we sell - it’s who we are. It’s the freedom to express yourself, the thrill of discovering something new, and the power of belonging to a community that celebrates every identity. From our beginnings in France to becoming part of the LVMH family, we’ve always pushed boundaries through creativity, innovation, and inclusivity.

Today, as we continue our exciting expansion across the UK, we’re looking for passionate, driven individuals to help shape the future of prestige beauty in one of the world’s most dynamic retail markets.

The Opportunity

This is an exciting opportunity to support the delivery of Sephora UK's customer experience, service, digital and engagement strategy across our retail estate.

Working closely with the Omni Retail Service & Experience Manager and cross-functional teams, you'll coordinate key programmes, analyse performance, support retail initiatives and help ensure consistent execution across stores. From enhancing the customer journey and supporting service excellence to driving engagement and digital adoption, you'll play an important role in shaping how clients experience SEPHORA every day.

What you’ll be doing…

• Support the delivery of Sephora UK's customer experience and service strategy across all stores
• Coordinate the Mystery Shop Programme, reporting insights and supporting action plans that drive continuous improvement
• Support the delivery and ongoing development of the Quiet Hours Programme and wider accessibility initiatives
• Identify opportunities to enhance the customer journey and in-store experience through feedback, insights and performance data
• Support the execution and performance of Sephora UK's Redeemable Services offer
• Coordinate Brand Partnered Services and retail activations to drive client engagement and store traffic
• Monitor service utilisation, customer satisfaction and commercial impact, providing recommendations for improvement
• Maintain service documentation, communications and performance reporting
• Support the rollout, adoption and optimisation of in-store digital tools and technologies
• Gather store feedback and monitor digital tool performance to support continuous enhancement
• Coordinate retail engagement initiatives, including the annual Retail Summit, recognition programmes and internal communications
• Collaborate with store teams and cross-functional partners to deliver retail projects and campaigns
• Track and report on service, customer experience, digital and engagement KPIs, producing dashboards, insights and presentations for key stakeholders

What you’ll bring…

You'll be highly organised, commercially aware and passionate about creating exceptional customer experiences. Comfortable managing multiple projects and stakeholders, you'll combine strong analytical skills with a collaborative approach, using data and insights to support decision-making and drive continuous improvement.

• Experience with in retail, customer experience, operations, service or project coordination environments
• Strong analytical skills with experience using customer, service or operational data to identify trends and opportunities
• Ability to manage multiple projects and priorities in a fast-paced environment
• Excellent communication and stakeholder management skills
• Strong attention to detail and ability to maintain accurate reporting and documentation
• Experience creating presentations, reports and business updates for senior stakeholders
• Confidence working cross-functionally and building strong relationships with store teams
• Interest in omnichannel retail, customer experience and digital innovation
• Proactive, solutions-focused mindset with a willingness to identify opportunities and drive improvements

This role will be London based but require frequent travel to stores across the UK.

Beautiful Benefits at SEPHORA UK

When you join SEPHORA, you’re joining a team that we truly value and our benefits reflect that. Here’s what you can look forward to:

• Private Healthcare, Life Assurance and Private Pension from day one.
• Competitive pay that grows with you, including annual…