Customer Experience Manager - Newcastle

at  Sephora

At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves. We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the ExtraOrdinary in each of us. We are united by a common goal - to reimagine the future of beauty.

• Embody Sephora Attitude and set an example for the team.
• Coach and train the team to meet commercial and operational KPIs.
• 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 Supervisor 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.
• Monitor stock availability and report low stock to the Operations Manager.
• Work with the Operations Manager to ensure visual 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.
• Motivate and develop Category Managers and store team through daily coaching and observations.
• Ensure team members use the E-learning tool and monitor training frequency.
• Perform monthly assessments to ensure an addictive beauty experience.