At a Glance
- Tasks: Lead customer experience and operations in a dynamic beauty retail environment.
- Company: Join SEPHORA UK, a leader in beauty and inclusivity.
- Benefits: Enjoy competitive pay, generous discounts, and a paid day off on your birthday.
- Other info: Access to industry-leading training and a supportive, diverse workplace.
- Why this job: Make a meaningful impact while shaping immersive retail experiences.
- Qualifications: Proven leadership in customer experience and retail operations.
The predicted salary is between 30000 - 40000 £ per year.
At SEPHORA UK, beauty isn't just what we sell - it's who we are. It's the freedom to express yourself, the thrill of discovering something new, and the power of belonging to a community that celebrates every identity. From our beginnings in France in 1969 to becoming part of the LVMH family, we've always pushed boundaries through creativity, innovation, and inclusivity. Today, with nearly 500 iconic brands and our own SEPHORA Collection, we're redefining the future of prestige beauty as we continue our bold expansion across the UK.
The Opportunity
As the Customer Experience and Operations Manager, you'll play a key role in shaping how customers discover, engage with and fall in love with SEPHORA, while ensuring the store runs seamlessly behind the scenes. You'll bring our bold, inclusive and customer focused spirit to life, leading both customer experience strategy and operational excellence within one of the most exciting stores in our UK expansion. You’ll inspire and develop a high performing team across the shop floor and back of house, elevating service standards, coaching in real time and ensuring flawless execution of stock, cash and daily operations. If you thrive in a fast paced, high growth environment and love building strong teams while driving both experience and efficiency, this is your moment to make a meaningful impact from day one.
What you’ll be doing
- You’ll lead the store across customer experience, operations, commercial performance and people, including:
- Crafting an omni immersive customer experience vision, positioning SEPHORA as the ultimate beauty destination.
- Using CRM, customer insights and analytics to build long term relationships and personalised customer journeys.
- Innovating services, events and experiential moments that elevate engagement and Sephora's service reputation.
- Analysing key service, sales and operational KPIs to identify opportunities and drive continuous improvement.
- Responding to customer feedback with targeted actions that strengthen satisfaction and loyalty.
- Partnering cross functionally (Beauty Hub, Marketing, Brands) to deliver cohesive and impactful in store experiences.
- Overseeing all day to day cash, stock and operational processes, ensuring full compliance with SEPHORA standards.
- Driving operational efficiency through strong replenishment, organisation, cleanliness and stockroom management.
- Leading deliveries, stock flow and cash desk operations with a focus on accuracy, productivity and security.
- Ensuring compliance across cash handling, returns, safety and all operational procedures.
- Promoting a safe, secure and well organised environment for both teams and customers.
- Developing team capability across service, product knowledge and operational excellence through coaching and training.
- Fostering a collaborative, high performing culture with clear communication and strong leadership presence.
- Driving a high performance mindset, using insights to inform commercial initiatives, scheduling and resource planning.
- Managing team performance, leading conversations, and supporting recruitment and onboarding of top talent.
- Creating efficient schedules and rotas that balance customer demand, operational needs and team wellbeing.
- Supporting customer experience by resolving challenges quickly and ensuring operational readiness at all times.
What you’ll bring
- You’ll be a well rounded leader with a passion for both customer experience and operational excellence. You will also bring:
- Proven leadership experience across customer experience and/or retail operations.
- Strong organisational and time management skills, with the ability to prioritise in a fast paced environment.
- A customer first mindset with confidence handling complex situations and driving resolutions.
- Strong leadership skills with the ability to motivate, coach and develop diverse teams.
- Excellent communication and interpersonal skills.
- Knowledge of omnichannel experience, CRM tools and customer centric service design.
- Experience managing cash, stock and operational processes with high attention to detail.
- Strong analytical and problem solving skills, with confidence using data and KPIs to drive decisions.
- Experience using digital tools to enhance both customer experience and operational efficiency.
- Ability to collaborate effectively with cross functional teams.
- Flexibility to work evenings, weekends and peak trading periods as required.
Beautiful Benefits at Sephora UK
- SEPHORA University - receive industry leading product, customer care and development training to help you grow your skills and your career.
- Allowances tailored to your role and location - including shoes, lunch and more.
- Competitive pay that grows with you - including annual salary reviews based on your performance and our company results.
- Performance based commission tied to collective store success.
- A generous employee discount across the world's best beauty brands.
- A paid day off on your birthday - because you deserve to celebrate!
- Access to a perks and wellbeing platform offering discounts, wellness support, and more.
- Generous holiday allowance, plus the option to buy extra days.
- And more!
Start a beautiful career with us. Together, we belong to something beautiful. 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 - Bluewater in Dartford employer: Job Search Place Limited
At SEPHORA UK, we pride ourselves on being an exceptional employer that champions creativity, inclusivity, and personal growth. As a Customer Experience and Operations Manager at our Bluewater location, you'll benefit from industry-leading training, competitive pay with performance-based incentives, and a vibrant work culture that values collaboration and innovation. With generous employee discounts, a paid day off for your birthday, and a commitment to diversity, SEPHORA offers a rewarding environment where you can truly thrive in the beauty industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience and Operations Manager - Bluewater in Dartford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Job Search Place Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience and Operations Manager - Bluewater in Dartford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
