Customer Experience Manager - Bluewater, Dartford

SEPHORA

15d ago

Job
Full-time
Mid & Senior Level
Customer Relations
People, HR & Administration

AI generated summary

You must have leadership experience, a focus on customer satisfaction, sales-driven mindset, knowledge of store operations, strong business acumen, and skills in people management and development.
You will lead and motivate the team, ensure client satisfaction, manage sales targets, analyze KPIs, uphold store standards, coach staff, and drive exceptional customer experiences.

Requirements

Leadership and Team Management: Experience in demonstrating leadership skills and the ability to effectively manage a team. Should be able to set an example for the team, provide support in difficult situations, and motivate and develop the team members through coaching and training.
Customer Satisfaction and Experience: Previous experience having a strong focus on ensuring customer satisfaction and enhancing the customer experience. Able to analyze overall satisfaction using suitable tools, propose action plans to improve customer experience, and inspire the team to use digital tools to deliver a customized service.
Sales and Commercial KPIs: Experience in driving sales and achieving commercial Key Performance Indicators (KPIs). Able to lead Category Managers to create a positive shopping experience, reinforce sales policies and techniques, and analyze sales results to propose action plans.
Operations and Store Standards: Knowledge and experience in store operations and maintaining high-quality standards. They should be familiar with policies and procedures related to products, merchandising, cleanliness, and stock availability. Should also work with the Operations Manager to ensure visual merchandising and quality standards are met.
Business Acumen: Possess strong business acumen and market knowledge. Able to analyze relevant KPIs, propose strategies to drive sales, and provide insights on market conditions, competition, and client needs. Should also be proactive in providing product recommendations and feedback to the head office.
People Management and Development: Ability to motivate and develop their team members. Able to effectively communicate the business strategy, provide coaching and feedback, and identify and develop talent within the team. They should also oversee performance assessments, facilitate team meetings, and manage leave requests.

Responsibilities

Embody Sephora Attitude and set an example for the team.
Provide support to the team in difficult situations to ensure client satisfaction.
Coach and train the team to meet commercial and operational KPIs.
Take over floor leadership segments and ensure effective floor management.
Energize and motivate the team through effective floor management to provide an addictive experience for clients.
Support the floor manager as an active co-lead.
Use suitable tools for analyzing overall satisfaction and propose action plans to enhance the customer experience.
Inspire the team to use digital tools for delivering customized service.
Work with the Services Manager to maximize client satisfaction through beauty services.
Build a strong relationship with Brand Supervisors and follow up on Brand Beauty Consultants (BCs).
Lead Category Managers to create a positive and energetic shopping experience to achieve commercial KPIs.
Support the Store Director in analyzing results and proposing action plans to enhance client experience and drive related KPIs.
Maintain and enforce quality customer service and resolve customer service complaints.
Reinforce sales policies and techniques established at Sephora University with the team.
Balance and drive sales targets among selective, exclusive, and Sephora Collection products.
Analyze sales results and propose action plans to achieve set targets.
Share achievements by hour with colleagues and actively animate the floor.
Create internal competitions to motivate the team and boost achievements.
Apply policies and procedures regarding products, shelving plans, testers, prices, and merchandising.
Contribute to maintaining an excellent store image through cleanliness and product restocking.
Encourage the team to apply established policies and procedures regarding store operations.
Monitor stock availability and report low stock to the Operations Manager.
Work with the Operations Manager to ensure VM (visual merchandising), merchandising, and quality standards are met.
Validate podium orders proposed by the Operations Manager and monitor daily performance.
Align with Category Departments on shelving plans, novelties, brand relocations, and grid changes.
Provide support to the Store Director with knowledge of market conditions, competition, and client needs.
Analyze relevant KPIs and propose action plans for improvement.
Develop short- and long-term strategies to drive sales.
Manage business KPIs and team selling behavior.
Provide product recommendations and feedback to the head office and category managers.
Plan and oversee in-store promotional events or displays.
Perform market visits and analyses to understand local market trends and opportunities.
Contribute to business reports as required.
Motivate and develop Category Managers and store team through daily coaching and observations.
Communicate business strategy, vision, and relevant information to the team.
Identify and develop talent and secure succession plans.
Ensure training attendance and follow-up with team members.
Ensure team members use the E-learning tool and monitor training frequency.
Perform monthly assessments to ensure an addictive beauty experience.
Facilitate monthly meetings with Category Managers to analyze and discuss performance.

FAQs

What is the location for the Customer Experience Manager position?

The position is located at the Bluewater Shopping Centre in Dartford.

Is this position full-time or part-time?

This position is permanent and full-time.

What are the main responsibilities of the Customer Experience Manager?

The main responsibilities include ensuring client satisfaction, coaching and training the team, managing floor leadership, analyzing overall satisfaction, and maximizing client satisfaction through beauty services.

What skills are required for this position?

Required skills include leadership and team management, customer satisfaction focus, sales and commercial KPI experience, operations knowledge, business acumen, and people management abilities.

What opportunities for growth and development does Sephora provide?

Sephora invests in training and developing its teams, allowing employees to continue evolving and building their skills through personalized career plans.

Will I have to manage a team?

Yes, as a Customer Experience Manager, you will be responsible for managing and developing your team members.

What should I do if I want to apply for the position?

You can apply by visiting the Sephora careers page and submitting your application for the Customer Experience Manager role.

Does Sephora promote diversity and inclusion in the workplace?

Yes, Sephora is committed to creating and fostering an inclusive environment for all employees and celebrates diversity in its workforce.

Are there specific key performance indicators (KPIs) I will need to focus on?

Yes, you will be responsible for meeting commercial and operational KPIs related to customer satisfaction, sales, and team performance.

Is experience in retail necessary for this role?

While specific requirements may vary, prior experience in retail, particularly in a customer-focused environment, is generally preferred for this role.

SEPHORA

Reimagine your future, with Sephora

Retail & Consumer Goods

Industry

10,001+

Employees

1969

Founded Year

Mission & Purpose

At Sephora, we stand together and we stand for something more since 1969. For empowerment, for exploration, for the opportunity to impact people’s lives through the unlimited power of beauty. As part of the LVMH family, Sephora’s excellence, innovation, and entrepreneurial spirit have made us the world’s leading beauty retailer growing twice faster than the market. With our 3 000 stores & corners in 36 markets and our 31 websites, we offer clients a unique retail experience with innovative services and nearly 300 beauty brands including Sephora’s own brand, Sephora Collection. Beautifying people’s lives is a full-time challenge that our more than 46 000 passionate in-store and Head Office team members tackle every day. At Sephora, you can unleash your creativity, because we’ve got disruptive spirit. You can learn and evolve, because we empower you to be your best. You can be yourself, because you are what sets us apart. Sparked by energy and excitement, our passion is contagious. So if you are ready to make your mark at a leading global retailer and belong to something beautiful, join us and reimagine your future, with Sephora.