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- Tasks: Lead a team to create unforgettable customer experiences and drive operational excellence.
- Company: Join Sephora, a beauty brand that celebrates diversity and empowers individuals.
- Benefits: Enjoy a permanent, full-time role with opportunities for growth and development.
- Why this job: Make a real impact in the beauty industry while inspiring your team every day.
- Qualifications: Experience in client management and strong leadership skills are essential.
- Other info: Be part of a culture that embraces authenticity and fosters inclusivity.
The predicted salary is between 36000 - 60000 £ per year.
At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful.
Are you passionate about creating unforgettable customer experiences while driving operational excellence? Join Sephora as a Customer Experience and Operations Manager, where you’ll lead by example, inspire your team, and ensure every customer enjoys a remarkable visit. In this pivotal role, you’ll coach and develop your team to meet both commercial and operational KPIs, while overseeing flawless cash management and stock operations. By analysing customer satisfaction and implementing actionable strategies, you’ll work closely with middle management to continuously enhance the in-store experience. If you’re ready to elevate store performance and deliver exceptional service every day, we’d love to meet you.
Responsibilities- Client Experience
- Spend at least 50% of the time on the sales floor, leading the team towards creating memorable addictive Sephora experiences.
- Craft a strategic vision for an omni-channel customer experience, collaborating across departments to amplify brand loyalty.
- Leverage CRM strategies to cultivate long-lasting relationships with our clients, personalising communications using data-driven insights to ensure relevance.
- Innovate our service offerings and Beauty Masterclasses to showcase Sephora's artistry and deepen the client's connection with our brand.
- Analyse service metrics with precision to pinpoint strengths and opportunities, ensuring a consistently elevated client experience.
- Proactively act on client feedback through targeted initiatives, boosting overall satisfaction and loyalty.
- Curate unforgettable, personalised client journeys through tailored recommendations, making every visit uniquely Sephora.
- Ensure the highest standards in client service, promptly addressing and resolving any concerns to build lasting loyalty.
- Empower team members to navigate challenging situations, ensuring exceptional client satisfaction in every interaction.
- Operational Excellence
- Oversee all day-to-day store operations, including cash and inventory management, ensuring full compliance with Sephora's policies and procedures.
- Elevate efficiency in visual merchandising, cleanliness, and restocking to create an inviting and seamless shopping environment.
- Optimise stockroom layout and workflow for peak efficiency, guiding and monitoring deliveries to meet company timelines and productivity targets.
- Direct cash desk operations, ensuring accuracy and strict adherence to security protocols.
- Implement comprehensive auditing procedures and swiftly resolve any discrepancies to maintain operational integrity.
- Maintain optimal inventory levels, leveraging inventory management to fuel revenue growth and meet client demand.
- Champion a culture of safety and wellbeing by upholding housekeeping and workplace hazard standards.
- Lead the operational and cash desk teams, setting clear expectations and delivering targeted training on KPIs and best practices.
- Team Management
- Facilitate training programs that empower Beauty Advisors and leadership with the skills and knowledge to excel.
- Cultivate a collaborative, inclusive team environment that encourages open communication and synergy.
- Monitor and elevate team effectiveness through regular performance check-ins and constructive feedback.
- Partner with the Store Director on resource allocation, team scheduling, payroll, and maximising team performance.
- Lead workshops and peer learning sessions, promoting knowledge sharing and continuous team development.
- Identify skill enhancement opportunities through targeted training initiatives, ensuring alignment with industry standards and Sephora's unique approach.
- Develop future leaders who embody Sephora's values, fostering a culture of growth and opportunity.
- Align team objectives with Sephora’s broader strategy, ensuring every role contributes to our collective success.
- Collaborate with the recruitment team to attract and onboard top talent who are passionate about beauty and client experience.
- Inspire a high-performance sales culture, motivating boutique teams to exceed targets through shared goals and celebration of successes.
- Champion a culture of excellence, centred on client satisfaction and aligned with Sephora’s core values.
- Drive strategic sales initiatives, leveraging data insights to inform decisions and adapt to evolving market trends.
- Align marketing initiatives with client engagement strategies to ensure promotions are impactful and drive traffic.
- Maximise Beauty Hub engagement through events, partnerships, and personalised experiences that boost interactions and appointment bookings.
- Utilise sales analytics to identify performance gaps and refine sales strategies.
- Create strong partnerships with our brand partners, elevating product offerings and co-creating impactful promotions.
- Develop engaging masterclasses that showcase brand and Sephora expertise, positioning us as a leader in beauty education.
- Extensive experience in client experience management, preferably within the retail or beauty sector.
- Exceptional leadership, team management, and motivational abilities, with a proven track record of developing high-performing teams.
- Deep understanding of retail operations, policies, and procedures, including inventory, cash management, and service excellence.
- Outstanding communication, interpersonal, and conflict resolution skills, with a strong client-first approach.
- Exceptional organisational and time-management skills to effectively manage priorities in a dynamic environment.
- Proficiency in CRM systems, omni-channel strategies, and retail service models to enrich client engagement.
- Analytical mindset with expertise in data analysis tools to assess KPIs and drive continuous improvement.
- Advanced skills in digital tools and MS Office applications to streamline operations and enhance team collaboration.
- Ability to collaborate effectively with cross-functional teams in a fast-paced, ever-evolving retail landscape.
Sephora is proud to be an equal opportunity workplace for all. We do not discriminate in recruitment, hiring, training, advancement, or other employment practices. We celebrate diversity and are committed to creating and fostering an inclusive environment for all employees.
Customer Experience and Operations Manager - Oxford employer: Inside Lvmh
Contact Detail:
Inside Lvmh Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience and Operations Manager - Oxford
✨Tip Number 1
Get to know the company inside out! Research Sephora's values, culture, and recent initiatives. This way, when you walk into that interview, you can show them you're not just another candidate but someone who truly gets what they're all about.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on how your experience aligns with creating unforgettable customer experiences and driving operational excellence—this is your time to shine!
✨Tip Number 3
Network like a pro! Connect with current or former Sephora employees on LinkedIn. Ask them about their experiences and any tips they might have for you. A personal connection can sometimes give you the edge you need to land that job.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. Mention something specific from your conversation to remind them of your enthusiasm and fit for the role. It shows you’re genuinely interested!
We think you need these skills to ace Customer Experience and Operations Manager - Oxford
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for customer experience and beauty shine through. We want to see how you connect with our values and how you can contribute to creating unforgettable experiences for our clients.
Tailor Your CV: Make sure your CV is tailored to the role of Customer Experience and Operations Manager. Highlight your relevant experience in retail operations and team management, and don’t forget to mention any specific achievements that demonstrate your ability to drive results.
Craft a Compelling Cover Letter: Your cover letter is your chance to tell us why you’re the perfect fit for this role. Use it to showcase your understanding of Sephora’s mission and how your skills align with the responsibilities outlined in the job description. Keep it engaging and personal!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our beautiful community at Sephora!
How to prepare for a job interview at Inside Lvmh
✨Know Your Sephora
Before the interview, dive deep into Sephora's brand values and customer experience philosophy. Familiarise yourself with their product offerings and recent initiatives. This will help you demonstrate your passion for the brand and how you can contribute to creating those unforgettable customer experiences.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you inspired your team or improved performance. Highlight your ability to cultivate a collaborative environment and how you’ve empowered others to excel, as this aligns perfectly with the role’s focus on team management.
✨Be Data-Driven
Since the role involves analysing customer satisfaction and operational metrics, come prepared with examples of how you've used data to drive decisions in previous roles. Discuss any tools or strategies you've employed to enhance client engagement and operational efficiency, showcasing your analytical mindset.
✨Engage with Questions
At the end of the interview, don’t shy away from asking insightful questions. Inquire about Sephora's future initiatives in customer experience or how they measure success in their operations. This shows your genuine interest in the role and helps you understand how you can align your skills with their goals.
