Omni & Services Manager

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

As our Omni Retail Service & Experience Manager, you’ll shape how customers experience SEPHORA UK in store and across our omnichannel journey. Reporting to the Retail Director, you’ll lead the evolution of our in-store experience and service strategy, ensuring every touchpoint reflects our brand values while supporting customer engagement, store traffic and sustainable commercial growth.

Acting as a voice of the customer, you’ll connect insight with action to create seamless, differentiated experiences across our stores. Working closely with Marketing, CRM, Digital, E-commerce, IT, Merchandising, HR, Supply Chain, Finance, Store Design and our Brand Partners, you’ll bring teams together around a shared ambition: continuously raising the bar for service, experience and omnichannel retail.

What you’ll be doing…

• Lead and evolve SEPHORA UK’s in-store experience strategy, ensuring customer journeys reflect our brand values, customer expectations and commercial priorities.
• Own the Mystery Shop programme, using insights to drive service improvements and accountability across Retail.
• Develop our Quiet Hours programme, using our channels to create a more accessible and inclusive store experience.
• Monitor customer feedback, NPS and satisfaction metrics, turning insight into opportunities to continuously improve the customer experience.
• Own the strategy and performance of SEPHORA UK’s Redeemable Services and develop Brand Partnered Services that drive engagement and store traffic.
• Partner cross-functionally to define, scale and embed strong service standards across paid, redeemable and brand-led services.
• Strengthen training and coaching programmes to build in-store capability, embed service excellence and inspire continuous innovation.
• Lead the launch, rollout, testing and adoption of omnichannel services and in-store digital tools, including Click & Collect, Beauty Scan, MyClient and S+, measuring their impact on adoption and customer experience.
• Partner with Digital, E-commerce, CRM and IT to strengthen the connection between our digital and physical retail journeys.
• Own the strategy, planning and delivery of the annual Retail Summit, creating initiatives that connect and inspire our retail teams around business priorities.
• Work with Brand Partners and internal teams to create impactful in-store activations that maximise customer engagement and uphold Beauty Hub excellence.
• Lead cross-functional retail initiatives, communications, recognition and engagement programmes that strengthen retail visibility, customer engagement and store performance.

What you’ll bring…

You’ll be a customer-focused, commercially minded retail leader who is passionate about creating exceptional experiences. Collaborative and action-oriented, you’ll be comfortable connecting teams and ideas across the business, using customer insight to challenge what could be better and turning strategy into experiences that work brilliantly in store.

• Strong experience shaping and delivering customer experience, service or omnichannel initiatives within a retail environment.
• The ability to translate customer feedback, NPS and satisfaction measures into clear opportunities for…