Operations Manager - Birmingham

at  Sephora

SKILLS:

• Excellent leadership and management skills to inspire and motivate the store team.
• Strong customer service orientation and the ability to resolve customer complaints effectively.
• In-depth knowledge of retail operations and sales techniques.
• Familiarity with digital tools and their application in delivering customized service.
• Strong organizational and time management skills.
• Attention to detail to ensure accurate stock management and merchandising.
• Analytical skills to identify and analyse key performance indicators and propose action plans.
• Ability to build and maintain relationships with external contractors and counterparts.
• Up-to-date knowledge of beauty industry trends and products.
• Familiarity with Sephora’s policies, procedures, and guidelines.
• Excellent communication and interpersonal skills to collaborate with various stakeholders.
• Ability to train and develop team members, including conducting performance assessments and providing feedback.
• Flexibility to adapt to changing business needs and work in a fast-paced environment.

RESPONSIBILITIES:

Client Experience: Embody the 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 extensively to meet all operational Key Performance Indicators (KPIs). Take leadership on the sales floor and ensure effective floor management. Motivate and energize the team to deliver an addictive experience for clients. Inspire the team to utilize digital tools to provide customized service. Maintain and enforce quality customer service and resolve complaints promptly. Ensure accurate stock levels and consistent merchandising to avoid out-of-stock situations.
Sales: Inspire the team to achieve operational KPIs and educate them on how these contribute to commercial KPIs. Reinforce sales policies and techniques established at Sephora University with team members. Ensure adequate stock levels to drive sales targets for selective, exclusive, and Sephora Collection products. Ensure availability of beauty tools to achieve desired market share for services. Share and celebrate achievements by hour with colleagues to motivate the team. Create internal competitions to boost team motivation and drive sales performance.
Operations: Apply Sephora’s policies and procedures regarding products, testers, prices, merchandising, and other partners. Contribute to maintaining an excellent store image through cleanliness and product restocking. Encourage the team to apply and follow established policies and procedures for store operations. Ensure implementation of Sephora Attitude during cash operations, including SBP, Mobile POS, Gift Wrapping, and engraving. Maintain and merchandise the BTG (Beauty Go) area according to Sephora standards. Implement all tools at the point of sale (POS). Adhere to return items policy and audit procedures. Maintain PLVs (Point of Sale Visuals) and supplies for the cash counter on a weekly basis.