Customer Experience and Operations Manager - Oxford
UK Visa Sponsorship Analytics
Occupation Type
Managers and proprietors in other services not elsewhere classified.
Occupation Code Skill LevelMedium Skilled
Sponsorship EligibilityIneligible for Sponsorship
Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.
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Description
Location: Oxford, Westgate
Type of contract: permanent, full time 40h
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.
Are you passionate about creating unforgettable customer experiences while driving operational excellence?
Join Sephora as a Customer Experience and Operations Manager, where you’ll lead by example, inspire your team, and ensure every customer enjoys a remarkable visit.
In this pivotal role, you’ll coach and develop your team to meet both commercial and operational KPIs, while overseeing flawless cash management and stock operations. By analysing customer satisfaction and implementing actionable strategies, you’ll work closely with middle management to continuously enhance the in-store experience. If you're ready to elevate store performance and deliver exceptional service every day, we’d love to meet you.
You will excel and enjoy this position if you are ready to actively handle the following missions:
Type of contract: permanent, full time 40h
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.
Are you passionate about creating unforgettable customer experiences while driving operational excellence?
Join Sephora as a Customer Experience and Operations Manager, where you’ll lead by example, inspire your team, and ensure every customer enjoys a remarkable visit.
In this pivotal role, you’ll coach and develop your team to meet both commercial and operational KPIs, while overseeing flawless cash management and stock operations. By analysing customer satisfaction and implementing actionable strategies, you’ll work closely with middle management to continuously enhance the in-store experience. If you're ready to elevate store performance and deliver exceptional service every day, we’d love to meet you.
You will excel and enjoy this position if you are ready to actively handle the following missions:
Client Experience
- Spend at least 50% of the time on the sales floor, leading the team towards creating memorable addictive Sephora experiences.
- Craft a strategic vision for an omni-channel customer experience, collaborating across departments to amplify brand loyalty.
- Leverage CRM strategies to cultivate long-lasting relationships with our clients, personalising communications using data-driven insights to ensure relevance.
- Innovate our service offerings and Beauty Masterclasses to showcase Sephora's artistry and deepen the client's connection with our brand.
- Analyse service metrics with precision to pinpoint strengths and opportunities, ensuring a consistently elevated client experience.
- Proactively act on client feedback through targeted initiatives, boosting overall satisfaction and loyalty.
- Curate unforgettable, personalised client journeys through tailored recommendations, making every visit uniquely Sephora.
- Ensure the highest standards in client service, promptly addressing and resolving any concerns to build lasting loyalty.
- Empower team members to navigate challenging situations, ensuring exceptional client satisfaction in every interaction.
Operational Excellence
- Oversee all day-to-day store operations, including cash and inventory management, ensuring full compliance with Sephora's policies and procedures.
- Elevate efficiency in visual merchandising, cleanliness, and restocking to create an inviting and seamless shopping environment.
- Optimise stockroom layout and workflow for peak efficiency, guiding and monitoring deliveries to meet company timelines and productivity targets.
- Direct cash desk operations, ensuring accuracy and strict adherence to security protocols.
- Implement comprehensive auditing procedures and swiftly resolve any discrepancies to maintain operational integrity.
- Maintain optimal inventory levels, leveraging inventory management to fuel revenue growth and meet client demand.
- Champion a culture of safety and wellbeing by upholding housekeeping and workplace hazard standards.
- Lead the operational and cash desk teams, setting clear expectations and delivering targeted training on KPIs and best practices.
- Facilitate training programs that empower Beauty Advisors and leadership with the skills and knowledge to excel.
- Inspire a high-performance sales culture, motivating boutique teams to exceed targets through shared goals and celebration of successes.
- Champion a culture of excellence, centred on client satisfaction and aligned with Sephora’s core values.
- Extensive experience in client experience management, preferably within the retail or beauty sector.
- Exceptional leadership, team management, and motivational abilities, with a proven track record of developing high-performing teams.
- Deep understanding of retail operations, policies, and procedures, including inventory, cash management, and service excellence.
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
At Sephora, we celebrate diversity and are committed to creating and fostering an inclusive environment for everyone