Posizione

Customer Experience Manager - Kuwait

Profilo

COMPANY OVERVIEW: SEPHORA has been changing the face of prestige cosmetics since its debut in 1970s Paris. Sephora was acquired by luxury group Moët Hennessy Louis Vuitton (LVMH) in 1997 then launched stateside in 1998, and is currently home to 200 world-class brands - including its own private label, SEPHORA COLLECTION. Sephora's curated assortment features more than 14,000 products including makeup, skin care, perfume, hair care, body, professional tools and more. Sephora is the beauty education hub, offering consultations at the Beauty Studio, a variety of complimentary classes, one-on-one service from Personal Beauty Advisors, and exclusive retail technology SKINCARE IQ, COLOR IQ, and FRAGRANCE IQ. Sephora is an international force in beauty, and its award-winning website and ever-growing presence on social-media make it the world's premier digital beauty destination.

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.

As Customer Experience Manager, you will be responsible for the customer journey, services and operational service management within the store.

Responsible to lead, support, coach, and translating the service vision and plans into tangible actions enabling store leaders and store teas to reach and exceed their service targets.

Build, develop and implement store service plans to maximise sales and KPIs performance.

Key Accountabilities

Client Experience

• 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 analyzing 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 (Happy App) 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 analyzing 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 analyzing 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.

Know How

• 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.

Skills & Experience Requirements:

• Advanced Product Knowledge.

• Ability to train
• Minimum 7 years of experience in retail with proven successful instore sales experience.
• Minimum 2 to 3 years’ experience in team management.

• 3 years in the beauty industry.

• Bachelor’s degree.

• English – minimum intermediate level.

• Arabic is a plus.

• Digital orientation/analytical skills/business oriented.

• Excellent communication skills.

• Intermediate Excel skills.

• Ability to deal with Ambiguity.

• Commercial awareness.

• Strong ability to develop and manage people and teams.

Most importantly, She/he needs to live and breathe the Sephora Culture, DNA and Employee Value propositions (EVP) with a passion for people and making a difference. She/he need to have excellent authentic communication and influencing skills and be energized by working in a fast paced, dynamic environment.

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.