Customer Experience Manager

• 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 (Love Meter and CEE) 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 (Happy App) 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 among selective, exclusive and Sephora Collection.

• 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 Shelving plans, novelties, brand relocations, gird changes etc.. 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 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.

• With your team of Category Managers ensure all Contribute to the Business reports as required to form a comprehensive picture of the business.

• Motivate and develop the Category Managers and store team through daily coaching / observations.

• Communicate and inspire the team on business strategy, vision and relevant information through animating 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 Store Director.

• Ensure the team is attending training and follow up is done after the training is attended.

• Ensure the team is using Axonify as E-learning tool; daily follow up on average training frequency for each team member.

• Ensure an addictive beauty experience through performing monthly assessments.

• Facilitate team monthly meetings with the Category Managers to analyze and discuss their performance.

• Be responsible for the PCR and PIP process of the entire assigned team.

• Oversee the annual leave of the team and liaise with Store Director for final validation according to business needs.

• Project an exceptional image and body language in accordance with the guidelines set by Sephora.

• Keep up-to-date on trends and products.

• Inspire, mentor and coach the team.

• Store team (Store Manager/Director, Supervisor, Beauty Consultants), and Head office team.

• Suppliers, Brand promoters/managers/trainers, Security, Cleaning team.

• Advanced Product Knowledge.

• Ability to train

• Intermediate knowledge on health and safety procedures.

• Minimum 7 years of experience in retail with proven successful instore sales experience.

• Minimum 2 to 3 years' experience in team management.

• 3 years in the beauty industry.

• Bachelor's degree.

• English - minimum intermediate level for OGCC and basic for KSA.

• Arabic is a plus for OGCC and mandatory for KSA.

• Digital orientation/analytical skills/business oriented.

• Excellent communication skills.

• Intermediate Excel skills.

• Ability to deal with Ambiguity.

• Commercial awareness.
• Strong ability to develop and manage people and teams.

• 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 bring fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference

Sephora