Customer Experience Lead

As a Customer Experience Manager, you will be responsible for driving customer satisfaction and loyalty. This role involves leading the customer journey, services, and operational service management within the store.

• 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.
• Embodiment of key accountabilities include building a strong relationship with Brand Supervisors and following up on Brand BCs.
• Lead your Category Managers to create a positive and energetic shopping experience to enable achievements in all commercial KPIs.
• Provide support for the Store Director in analyzing results and proposing action plans in order to enhance client experience and drive all related KPIs.
• Provide support for the Store Director by maintaining and enforcing quality customer service and resolving customer service complaints.

Sales Performance:

• 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.
• Balancing and driving 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 Management:

• 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 Development:

• 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.

Team Management:

• 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.

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.

,