Customer Experience Manager - Stratford

Location: Westfield, Stratford (London)

Type of contract: Permanent, Full Time 40h

At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. 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.

Are you passionate about creating unforgettable customer experiences? Join Sephora, as we seek an enthusiastic Customer Experience Manager to elevate our team and ensure every customer enjoys a remarkable visit. You will embody the Sephora spirit, leading by example and providing support in challenging situations to guarantee client satisfaction.

In this pivotal role, you will focus on coaching and training your team to meet both commercial and operational key performance indicators (KPIs). You’ll take on floor leadership responsibilities, analysing overall customer satisfaction and proposing actionable plans to enhance the experience. Collaborating closely with the Beauty Supervisors, you’ll work to maximize our customer satisfaction through outstanding service.

Responsibilities

Customer Experience

• Craft a strategic vision for an omni-immersive customer experience by forging collaborations across departments to position Sephora as the premier beauty destination and enhance brand loyalty.
• Leverage advanced CRM strategies to cultivate long-term customer relationships and tailor communications based on data insights.
• Innovate beauty services and class offerings that showcase Sephora’s expertise and deepen brand affinity.
• Rigorously analyse service metrics to identify strengths and opportunities for customer experience enhancement.
• Proactively address customer feedback through targeted initiatives that elevate overall satisfaction and loyalty.
• Design memorable customer journeys through tailored recommendations that ensure each visit feels unique.
• Enhance collaboration with the Beauty Hub to streamline processes and deliver cohesive, engaging services.
• Foster a customer-centric sales environment where every team member understands their role in driving satisfaction and growth.

Team Management

• Develop training programs that empower Beauty Advisors and Supervisors (Makeup, Skincare, Fragrance, Services) with essential skills and knowledge.

• Cultivate a collaborative team environment that encourages synergy and open communication among team members.
• Monitor and enhance team effectiveness through regular performance assessments and constructive feedback.
• Streamline team scheduling to ensure optimal service coverage while balancing business needs with employee well-being.
• Encourage knowledge sharing to enhance team capabilities, facilitating workshops and peer learning sessions.
• Identify skill gaps through targeted training initiatives, ensuring team members develop in line with industry standards.
• Foster leadership development within the team to cultivate future leaders aligned with Sephora’s values.
• Align team goals with the broader organizational strategy, ensuring every member understands their contribution to Sephora’s mission.
• Collaborate with the recruitment department to attract and hire top talent for the store.

Sales Optimisation

• Inspire a high-performance sales culture among store teams, motivating them to exceed expectations through shared goals.
• Champion a culture of excellence focused on customer satisfaction, ensuring team alignment with Sephora’s core values.
• Drive strategic sales initiatives using data insights to inform decision-making that aligns with market trends.
• Align marketing strategies with customer engagement efforts to ensure promotions resonate and drive traffic.
• Maximize Beauty Hub engagement through partnerships and events that enhance customer interaction and appointment bookings.
• Utilize sales analytics to inform strategic decisions, identifying performance gaps and optimizing tactics.
• Embed feedback into strategic planning for future sales initiatives, grounding decisions in real-world insights.
• Create strong partnerships with brands to elevate product offerings and co-develop promotions that enhance store performance.
• Develop engaging masterclasses that showcase brand expertise and position Sephora as a leader in beauty education.

Skills:

• Proven experience in customer experience management, preferably in the retail or beauty industry
• Strong leadership and motivational skills
• Excellent communication and interpersonal abilities
• Knowledge of omnichannel strategies, CRM systems, and retail services
• Familiarity with beauty services and industry trends
• Analytical mindset and proficiency in data analysis tools
• Ability to work collaboratively with cross-functional teams
• Proficiency in MS Office suite and other relevant software applications

Note: This job description is a general overview and may be subject to change or modification based on the specific needs and requirements of the Sephora store.

Here, you will find:

• Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit
• Culture of empowerment, learning & growth, that offers you the tools, space and opportunity to learn, innovate and lead
• Work that brings fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference

Join us and belong to something beautiful.

Sephora is proud to be an equal opportunity workplace for all. We do not discriminate in recruitment, hiring, training, advancement, or other employment practices. We celebrate diversity and are committed to creating and fostering an inclusive environment for all employees.