Customer Experience Manager

Responsibilities

· 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 analysing 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 (HappyApp) 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 analysing 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.

Sales

· 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 analysing 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.

Operations

· 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.

Business

· 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.

People

· 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.

KnowHow

· 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.

Job Type: Full-time

Salary: From £35,000.00 per year

Benefits:

• Company pension
• Discounted or free food
• Employee discount
• Life insurance
• Private medical insurance
• Referral programme
• Sabbatical
• Sick pay
• Store discount

Schedule:

• Monday to Friday
• Weekend availability

Supplemental pay types:

• Commission pay

Ability to commute/relocate:

• East London: reliably commute or plan to relocate before starting work (required)

Experience:

• Retail sales: 1 year (preferred)
• Customer Service: 1 year (preferred)

Work Location: In person