Customer Experience and Operations Manager - Bluewater in Kent

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

When you join SEPHORA, you’re joining a team that we truly value - and our benefits reflect that. Here’s what you can look forward to:

• 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.