Client Experience Leader

1 week ago

Kuwait City, Al Asimah beBeeClientExperienceLeader Full time

**Job Description**

We are seeking a seasoned professional to fill the role of Client Experience Leader. This is an exceptional opportunity for a highly motivated and results-driven individual to lead our team in delivering an unparalleled client experience.

Key Responsibilities:

  • Embodies Sephora Attitude and sets an example for the team
  • Provides support to the team in difficult situations ensuring client satisfaction
  • Trains and coaches the team to meet all commercial and operational KPIs
  • Takes over floor leadership segments and ensures the floor is always managed and covered
  • Energizes and motivates the team through effective floor management to guarantee an addictive experience for our clients
  • Provides support for the floor manager as an active co-lead
  • Uses suitable tools (Love Meter and CEE) for analyzing overall satisfaction and proposes action plans to enhance the customer experience
  • Inspires the team to use digital tools to deliver a customized service
  • Works in partnership with the Services Manager and coaches the team to offer our Beauty Services to maximize client satisfaction
  • Empowers the team to use digital (Happy App) to deliver a customized service; responsible for daily follow-up
  • Builds a strong relationship with Brand Supervisors and follows up on Brand BCs
  • Leads Category Managers to create a positive and energetic shopping experience to enable achievements in all commercial KPIs
  • Provides support for the Store Director in analyzing results and proposing action plans to enhance client experience and drive related KPIs
  • Supports the Store Director in maintaining and enforcing quality customer service and resolving customer service complaints
  • Leads Category Managers to create a positive and exciting work environment through effective floor management while ensuring that targets are met
  • Leads Services Manager to create a playful and educational experience while ensuring services targets are met
  • Reinforces sales policies and techniques established at the Sephora University with all team members
  • Balances and drives sales target among selective, exclusive, and Sephora Collection
  • Supports the Store Director in analyzing sales results and proposing action plans to achieve set targets
  • Ensures achievements by hour are shared with colleagues and are an active part of animating the floor and motivating the team
  • Creates internal competitions to motivate the team and boost achievements
  • Applies policies and procedures referring to products, shelving plans, testers, prices, merchandising, and other partners (Brands, helpers, security)
  • Contributes to the store projection of an excellent image through cleanliness and product restocking
  • Together with Category Managers, encourages the team to apply and follow established policies and procedures regarding store operations
  • Accurately monitors stock availability and reports low stock to the Operation Manager to avoid OOS situations
  • Works with the Operations Manager to ensure VM, merchandising, and quality standards are met
  • Validates the podium order proposed by the Operations Manager and daily performance is closely monitored
  • Aligns with Category Departments on shelving plans, novelties, brand relocations, grid changes, etc., and communicates to the assigned team
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