Customer Experience and Operations Manager - Cardiff

Location: Cardiff, St David's

Type of contract: Permanent, Full Time 40h

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 their 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.

• 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.

• 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.

Skills:

• 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.

Note: This job description is a general overview and may be subject to change or modification based on the specific needs and requirements of the Sephora store.

Here, you will find:

• Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit
• Culture of empowerment, learning & growth, that offers you the tools, space and opportunity to learn, innovate and lead
• Work that brings fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference

Join us and 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.