Key responsibilities

• Embody Sephora Attitude and set an example in front of the team.
• Provide support to the team in difficult situations ensuring client’s satisfaction.
• Provide extensive coaching and training to assist the team in meeting all commercial and operational KPI’s.
• 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.
• 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 Training Department and coach the team to offer our Beauty Services to maximize client satisfaction.
• Embolden team to use digital (Happy App) to deliver a customized service; responsible for daily follow up.
• Build a strong relationship with Brand Supervisors and follow up on Brand BCs.
• Lead your Management team to create a positive and energetic shopping experience to enable achievements in all commercial KPI’s.
• Provide support for the head of operations in analyzing results and proposing action plans in order to enhance client experience and drive all related KPI’s.
• Provide support for the management team by maintaining and enforcing quality customer service and resolving customer service complaints.
• Implement retail priorities and inspire commercial success.
• Lead the management team to create a positive and exciting work environment through effective floor management while ensuring that targets are met.
• Inspire 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.
• Balance and drive the sales target among selective, exclusive and Sephora Collection.
• Provide support for the Store Head of Operations in analyzing sales results and proposing action plans to achieve set target.
• Create disruptive internal competitions to motivate the team and boost the achievements.
• Optimize and oversee operations with the Operations Manager to ensure efficiency and that the store is compliant with company policies and operational guideline.
• Inspire the management team to enforce the policies and procedures referring to products, testers, prices, merchandising and other partners.
• In collaboration with the operation manager the stores 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 quality, animation and marketing standards are met.
• Provide Support to the relevant head office department in providing feedback and analyzing data on all operational aspects.
• Provide support to the Head of Retail with knowledge of the market conditions, competition, client needs, etc.
• Provides leadership and management to the store organization that mirrors the vision and strategic direction of Sephora.
• Establish monthly reports including competitors' activities.
• Analyze all relevant KPIs and propose action plans for improvement and forecast future performance.
• Develop and propose short- and long-term strategies to drive top and bottom line/brands sales.
• 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, monthly trends and operational knowledge.
• Plan, implement and oversee in-store promotional events or displays.
• Follow trends and perform market visits and analyses to understand the local market and work to determine business growth opportunities.
• Ensure all team members contribute to the Business reports as required to form a comprehensive picture of the business.
• Network with other stores and head office departments and take on area responsibilities.
• Build relationships with the different departments in Sephora HO and take on area responsibilities.
• Manage the store’s P&Ls.
• Propose innovative ideas and opportunities to Head of Operations.
• Motivate and develop the Management and store team through daily coaching / observations.
• Communicate and inspire the team on business strategy, vision and relevant information through briefings, coaching's and trainings.
• Increase the team confidence and motivation by praise and feedback for their performance.
• Identify, recruit and develop talents and secure succession plans in collaboration with the Head of Operations.
• 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.
• Perform monthly assessments to ensure an addictive beauty experience.
• Facilitate team monthly meetings with the Customer Experience Manager and Operations Manager to analyze and discuss their performance.
• Be accountable for the PCR and PIP process of the entire team and assist your managers where necessary.
• Oversee the annual leave of the team according to business needs.
• Project an exceptional image and body language in accordance with the guidelines set by Sephora.
• Keep up-to-date on trends and products.
• Inspire, mentor and coach the team.