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 56,000 employees in 35 countries,we c onnect customers and beauty brands within the world’s most passionate beauty community . With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the m ost unique and diverse range of products: fragrances, makeup, hair care, skincare... and much more.
You will excel and enjoy this position if you are ready to actively handle the following missions :
Client Experience:
- Embody Sephora Attitude and set an example in front of the team.
- Provide support to the team in difficult situations ensuring client satisfaction.
- Provide extensive coaching and training to assist the team in meeting all commercial and operational KPIs.
- 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.
- Provide support for the Customer Experience Manager in analyzing results and proposing action plans in order to enhance client experience during the skincare shopping experience.
- Provide support for the Customer Experience Manager by maintaining and enforcing quality customer service and resolving customer service complaints.
- Collaborate in achieving skincare sale targets and overall store objectives.
- Reinforce sales policies and techniques established at Sephora University with all team members.
- Balance and drive the sales target among selective, exclusive and Sephora Collection.
- Provide support for the Customer Experience Manager in analyzing sales results and proposing action plans to achieve set targets.
- Ensure achievements by the 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 achievements.
Operations:
- Apply the policies and procedures referring to products, 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 Customer Experience Manager, 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.
- Validate the podium order proposed by the Operations Manager and Podium daily performance is closely monitored.
- Align with Store Management on Shelving plans, novelties, brand relocations, gird changes, etc. and communicate to your assigned team.
People:
- Motivate and develop the team through daily coaching / observations.
- Communicate and inspire the team on business strategy, vision and relevant information through animate briefing, coaching and training.
- Increase the team’s 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 CEM.
- Coordinate with Store Management and ensure your assigned 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. Register new staff, report log in issues and oversee gift distribution of your assigned team.
- Ensure an addictive beauty experience through performing monthly assessments.
- Facilitate team monthly meetings 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 CEM / SM for final validation according to business needs.
Business:
- Provide support to the Customer Experience Manager / 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.
Relationships
Internal Relationships: Store team (Store Manager/Director, Supervisor, Beauty Consultants), and Head Office teams.
External Relationships: Clients, Brand Promoters/Managers Brand Trainers, Security, and Cleaning team.
- Minimum 5 years of experience in retail with proven successful sales and services in store.
- Minimum 2 to 3 years’ experience in team management.
- 3 years in the beauty industry.
- Advanced skincare knowledge.
- English –Advanced level.
- Arabic is a plus.
- Digital orientation/analytical skills/business acumen.
- Excellent communication/public speaking skills.
- Ability to develop and manage people.
- Strong training & coaching ability on product and services.
- Intermediate MS Office Skills.
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
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