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.
Since its inception in 1969 in Limoges France and as part of the LVMH Group since 1997 Sephora has been disrupting the prestige beauty retail industry. Today Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty.
With 56000 employees in 35 countries we c onnect customers and beauty brands within the worlds most passionate beauty community . With a curation of nearly 500 brands and our own label Sephora Collection we offer the most unique and diverse range of products: fragrances makeup hair care skincare... and much more.
Position Purpose:
TheRetail Experience Specialist brings Sephoras customer experience vision to life across our stores by successfully implementing and continuously enhancing service standards and programs ensuring consistently exceptional experiences while driving measurable impact on customer engagement conversion and average basket value .
You will excel and enjoy this position if you are ready to actively handle the following missions:
CUSTOMER EXPERIENCE & SERVICE EXCELLENCE
- Help reimagine the end-to-end customer journey and bring new ways of working to life from knowing and recruiting our customers to delivering an expert skin diagnosis through the All-in-One application.
- Monitor execution and uncover opportunities to elevate the customer experience and commercial performance across key indicators including average basket value recruitment rate conversion and app penetration.
- Track service penetration and performance across stores then shape action plans that encourage adoption of flagship services such as Makeup Engraving and Brow Bars.
CLICK & COLLECT
- Take ownership of the Click & Collect customer journey and its operational performance ensuring a seamless experience from order to collection.
- Partner with Technology and Digital teams to turn store feedback into impactful app enhancements coordinating each stage from pilot and training through to rollout.
- Track key KPIs and deliver insightful weekly performance reports that highlight gaps opportunities and best practices.
ALL-IN-ONE APPLICATION
- Lead the All-in-One application pilot from finalization and testing through to a successful regional rollout.
- Monitor adoption capture user feedback and translate insights into continuous improvements that strengthen the store and customer experience.
MYSTERY SHOPPER
- Own the Mystery Shopper program and shape meaningful scenarios and questionnaires that deliver actionable insights.
- Lead the pilot equip stores and Mystery Shoppers through effective training and coordinate the regional rollout.
- Share monthly feedback identify development priorities and follow through on action plans to drive measurable progress.
LOVE METER & CUSTOMER FEEDBACK
- Drive the Love Meter program and maximize customer participation in close partnership with Central and Digital teams.
- Design and implement a clear engaging customer follow-up process that turns feedback into action.
- Train and support store teams monitor execution and champion continuous improvement based on customer feedback.
CUSTOMER RECRUITMENT
- Monitor customer recruitment performance by store and market with a focus on My Client penetration on the shop floor and recruitment rate.
- Bring performance insights to Retail Directors and maintain strong follow-up on action plans to help markets achieve regional targets.
BEAUTY LEAGUE
- Lead and coordinate the Beauty League program in close partnership with Marketing and SU.
- Ensure the program is brought to life consistently across stores through engaging communication effective implementation and disciplined follow-up
Do not hesitate to apply if you have:
- 35 years experience in retail operations customer experience or service excellence ideally within beauty luxury fashion or another customer-centric environment
- Strong understanding of store operations frontline realities and the end-to-end customer journey
- Proven project-management experience including pilots testing training and multi-store or regional rollouts
- Strong analytical skills with the ability to monitor retail and customer KPIs identify gaps and translate insights into action plans
- Strong communication and stakeholder-management skills with the ability to engage store regional and cross-functional teams
- Comfortable working with digital retail tools and supporting user testing feedback and adoption in stores
- Able to train and support store teams reinforce new standards and drive consistent execution
- Organized hands-on and detail-oriented with strong follow-through and proficiency in Excel and PowerPoint
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
Required Experience:
IC
Employment Type : Full-Time
Experience: years
Vacancy: 1