Customer Experience Manager - St James, Edinburgh
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At SEPHORA UK, beauty isn’t just what we sell - it’s who we are. It’s the freedom to express yourself, the thrill of discovering something new, and the power of belonging to a community that celebrates every identity. From our beginnings in France in 1969 to becoming part of the LVMH family, we’ve always pushed boundaries through creativity, innovation, and inclusivity.
Today, with nearly 500 iconic brands and our own SEPHORA Collection, we’re redefining the future of prestige beauty as we continue our bold expansion across the UK. If you’re ready to bring passion, energy, and a love for immersive retail experiences to one of the world’s most dynamic beauty markets, this is your moment to shape what comes next.
The Opportunity
As Customer Experience Manager for your store, you’ll play a defining role in shaping how customers discover, engage with and fall in love with SEPHORA. From the moment the doors open, you’ll bring our bold, inclusive and customer‑obsessed spirit to life - leading the customer experience strategy for one of the most exciting stores in our UK expansion.
You’ll inspire and develop a high‑performing team, elevating service standards, coaching through live moments on the floor, and ensuring every customer enjoys a personalised, seamless and unforgettable experience. Working closely with your Beauty Department Managers and cast members, you’ll help create immersive beauty moments, bringing storytelling, services and brand experiences together under one roof.
If you thrive in a fast‑paced, high‑growth environment and love shaping new concepts, building confident teams and creating standout customer journeys, this is your moment to make a meaningful impact from day one.
What you’ll be doing…
You’ll lead the store across strategy, commercial excellence, service and people, including:
- Craft an omni‑immersive customer experience vision for your store, partnering cross‑functionally to position SEPHORA as the ultimate beauty destination.
- Use CRM and customer insights to build long‑term relationships and tailor personalised, high‑impact customer journeys.
- Innovate beauty services, classes and experiential moments that deepen engagement and elevate Sephora’s service reputation.
What you’ll bring…
You’ll be an inspiring leader with a passion for people, experience and service excellence. You will also bring:
- Proven experience in customer experience management, ideally within retail or beauty.
- Strong leadership skills with the ability to motivate and empower diverse teams.
- Excellent communication and interpersonal strengths.
- Knowledge of omnichannel experience, CRM tools and customer‑centric service design.
- Familiarity with beauty services and industry trends.
- Strong analytical and problem‑solving skills, with confidence using data to drive decisions.
- Ability to work collaboratively with cross‑functional teams.
- Proficiency in MS Office and related systems.
Beautiful Benefits at SEPHORA UK
When you join SEPHORA, you’re joining a team that we truly value - and our benefits reflect that. Here’s what you can look forward to:
- SEPHORA University - receive industry‑leading product, customer care and development training to help you grow your skills and your career.
Start a beautiful career with us. Together, we belong to something beautiful.
SEPHORA is proud to be an equal opportunity workplace for all. We do not discriminate in recruitment, hiring, training, advancement, or other employment practices. We celebrate diversity and are committed to creating and fostering an inclusive environment for all employees.