Customer Experience Manager London, England
Job description
Responsibilities
· 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.
· Provide support for the floor manager as an active co-lead
· Use suitable tools: (Love Meter and CEE) for analysing 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 Services Manager and coach the team to offer our Beauty Services to maximize client satisfaction.
· Embolden team to use digital (HappyApp) to deliver a customized service; responsible for daily follow up
· Build a strong relationship with Brand Supervisors and follow up on Brand BCs.
· Lead your Category Managers to create a positive and energetic shopping experience to enable achievements in all commercial KPI’s.
· Provide support for the Store Director in analysing results and proposing action plans in order to enhance client experience and drive all related KPI’s.
· Provide support for the Store Director by maintaining and enforcing quality customer service and resolving customer service complaints.
Sales
· Lead your category Managers to create a positive and exciting work environment through effective floor management while ensuring that targets are met.
· Lead your Services Manager to create a playful and educational experience while ensuring services targets are met.
· 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.
· Provide support for the Store Director in analysing sales results and proposing action plans to achieve set targets.
· 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 the achievements.
Operations
· Apply the policies and procedures referring to products, shelving plans, 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.
· Together with the Category Managers, encourage the team to apply and follow established policies and procedures regarding store operations.
· Accurately monitor stock availability and report low stock to the Operation Manager to avoid OOS situations.
· Work with the Operations Manager to ensure that VM, merchandising and quality standards are met.
· Validate the podium order proposed by the Operations Manager and daily performance is closely monitored.
· Align with Category Departments on Shelving plans, novelties, brand relocations, gird changes etc.. And communicate to your assigned team.
Business
· Provide support to the Store Director with knowledge of the market conditions, competition, client needs, etc.
· Analyze all relevant KPIs and propose action plans for improvement.
· Develop and propose short-and long-term strategies to drive top and bottom line/brands sales.
· Manages business KPIs and team selling behavior in our higher volume stores, while delivering a memorable customer experience.
· Proactively provide the HO and CATMAN with product recommendations and qualitative feedback based on local knowledge about the market and client needs
· Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training and monthly trends.
· Plan, implement and oversee in-store promotional events or displays.
· Following trends and perform market visits and analyses to understand the local market and work to determine business growth opportunities.
· With your team of Category Managers ensure all Contribute to the Business reports as required to form a comprehensive picture of the business.
People
· Motivate and develop the Category Managers and store team through daily coaching / observations.
· Communicate and inspire the team on business strategy, vision and relevant information through animating briefings, coaching's and trainings.
· Increase the team confidence and motivation by praise and feedback for their performance.
· Identify, engage in recruiting and develop talents and secure succession plans in collaboration with the Store Director.
· Ensure the team is attending training and follow up is done after the training is attended.
· Ensure the team is using Axonify as E-learning tool; daily follow up on average training frequency for each team member.
· Ensure an addictive beauty experience through performing monthly assessments.
· Facilitate team monthly meetings with the Category Managers to analyze and discuss their performance.
· Be responsible for the PCR and PIP process of the entire assigned team.
· Oversee the annual leave of the team and liaise with Store Director for final validation according to business needs.
KnowHow
· Project an exceptional image and body language in accordance with the guidelines set by Sephora.
· Keep up to date on trends and products.
· Inspire, mentor and coach the team.
Job Type: Full-time
Salary: From £35,000.00 per year
Benefits:
- Company pension
- Discounted or free food
- Employee discount
- Life insurance
- Private medical insurance
- Referral programme
- Sabbatical
- Sick pay
- Store discount
Schedule:
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Commission pay
Ability to commute/relocate:
- East London: reliably commute or plan to relocate before starting work (required)
Experience:
- Retail sales: 1 year (preferred)
- Customer Service: 1 year (preferred)
Work Location: In person
