Customer Experience Manager

Position Purpose As Customer Experience Manager, you will be responsible for the customer journey, services, and operational service management within the store.You will lead, support, coach, and translate the store vision and plans into tangible actions, enabling the store team to reach and exceed their targets.Build, develop, and implement store action plans to maximize sales and KPI performance.Key Accountabilities Client Experience - Embody Sephora Attitude and set an example for the team.- Support the team in difficult situations to ensure customer satisfaction.- Provide coaching and training to meet all commercial and operational KPIs.- Lead floor management segments, ensuring coverage and management.- Motivate the team through effective floor management to create an engaging customer experience.- Support the Floor Manager as an active co-lead.- Use tools to analyze customer satisfaction and propose improvement actions.- Inspire the team to utilize digital tools for personalized service.- Collaborate with the Services Manager to promote and deliver Beauty Services.- Build strong relationships with Brand Supervisors and follow up on Brand BCs.- Lead Category Managers to create a positive shopping environment and achieve KPIs.- Support the Store Director in analyzing results and implementing action plans to improve customer experience and KPIs.- Assist in maintaining high-quality customer service and resolving complaints.Sales - Lead Category Managers to foster a positive work environment and meet sales targets.- Guide the Services Manager to create engaging and educational experiences.- Reinforce sales techniques learned at Sephora University.- Drive and balance sales targets.- Support the Store Director in analyzing sales and devising strategies.- Share hourly achievements and motivate the team.- Organize internal competitions to boost motivation and sales.Operations - Implement policies regarding products, merchandising, and store operations.- Maintain store image through cleanliness and stock management.- Ensure policies are followed by the team.- Monitor stock levels and report shortages.- Collaborate with the Operations Manager to meet VM and quality standards.- Approve and monitor the podium order.- Coordinate with Category Departments on plans and communicate with the team.Business - Support the Store Director with market insights and competitor analysis.- Analyze KPIs and develop improvement strategies.- Develop strategies to increase sales and profitability.- Manage business KPIs and team selling behaviors.- Provide market-based product recommendations and feedback.- Implement action plans to enhance business performance, including visual merchandising and training.- Oversee promotional events and displays.- Conduct market visits to identify growth opportunities.- Ensure comprehensive business reporting with the team.Relationships Internal - Store team (Director, Supervisors, Consultants) and Head Office.External - Suppliers, Brand Managers, Security, Cleaning team.Job Holder Profile Training & Knowledge - Advanced product knowledge.- Training ability.- Intermediate health and safety knowledge.Experience - Minimum 7 years in retail sales.- 2-3 years in team management.- 3 years in the beauty industry.- Bachelor's degree.Disclaimer: Naukrigulf.com is a platform connecting jobseekers and employers. Applicants should verify the legitimacy of employers independently. We do not endorse payment requests or sharing personal/bank details. For security concerns, contact #J-18808-Ljbffr