• 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.
• Use suitable tools (Love Meter and CEE) for analyzing 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 Supervisor and coach the team to offer our Beauty Services to maximize client satisfaction.
• Provide support for the Area Manager in analyzing results and proposing action plans in order to enhance the client experience.
• Maintain and enforce quality customer service and resolve customer service complaints.

Sales

• Inspire the team in achieving commercial and operational KPI’s and create improvement plans to drive them.
• 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.
• Achieve the desired market share for services .
• 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 achievements.
• analyzing the results achieved during the shift/floor leadership segment and create action plans during the day to achieve set target.

Operations

• Apply the policies and procedures referring to products, 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.
• Enforce the team to apply and follow established policies and procedures regarding store operations.
• Accurately monitor stock availability and report low stock to Head Office to avoid OOS situations.
• Propose podium order and track daily performance.
• Drive all operational KPIs and create improvement plans for each.
• Align with Category Departments on Shelving plans, novelties, brand relocations, gird changes etc.. and communicate to your assigned team.

• Business