Job description

The Shop Manager at Sephora Kuwait is responsible for the end-to-end customer journey, in-store services, and operational service management, translating the service vision into tangible actions that enable store leaders and teams to exceed commercial and operational KPIs. The role embodies the Sephora Attitude, leads floor management segments to ensure constant leadership coverage, energizes and motivates the team to deliver an addictive client experience, and leverages digital tools to provide customized service. The manager uses tools such as the Love Meter and CEE to analyze satisfaction and drives action plans to enhance client experience; partners with Supervisors to maximize Beauty Services uptake; supports the Area Manager with results analysis and action planning; and maintains and enforces quality customer service while resolving complaints. Sales ownership includes inspiring teams to achieve KPIs, reinforcing sales policies and techniques established at Sephora University, balancing and driving sales across selective, exclusive, and Sephora Collection, targeting market share for services, sharing hourly achievements to animate the floor, creating internal competitions, and analyzing shift results to implement same-day actions. Operational duties include applying policies and procedures for products, testers, pricing, merchandising, and partner coordination (brands, helpers, security); ensuring cleanliness and restocking; enforcing store operations SOPs; accurately monitoring stock and reporting low stock to Head Office to avoid OOS; proposing podium orders and tracking daily performance; driving operational KPIs with improvement plans; aligning with Category Departments on shelving plans, novelties, brand relocations, and grid changes; and communicating these to the assigned team. Business responsibilities cover supporting the Retail Director with market conditions, competition, and client needs; analyzing all relevant KPIs and proposing improvement plans; developing short- and long-term strategies to drive top- and bottom-line/brand sales; managing business KPIs and team selling behavior in high-volume stores while delivering a memorable experience; providing Head Office and CATMAN with product recommendations and qualitative feedback; executing action plans to maximize product performance via visual merchandising, training, and monthly trends; planning and overseeing in-store promotional events or displays; following trends and conducting market visits/analyses to identify growth opportunities; and completing business reports as required. People leadership includes daily coaching/observations, inspiring teams on strategy and vision through briefings, coaching, and trainings; building confidence through praise and feedback; recruiting and developing talent with succession plans in collaboration with the Retail Director; ensuring training attendance and post-training follow-up; ensuring the team uses Axonify with daily follow-up on training frequency; conducting monthly assessments to ensure an addictive beauty experience; facilitating monthly meetings to review performance; owning the PCR and PIP processes for the team; and overseeing annual leave planning with Retail Director validation. Know-how expectations include projecting an exceptional image and body language per Sephora guidelines, staying current on trends and products, inspiring and mentoring the team, transferring knowledge, and fostering a high-performance store culture. The company context highlights Sephora’s prestige cosmetics leadership under LVMH, a curated assortment of makeup, skin care, perfume, hair care, body, and tools across 200+ brands including SEPHORA COLLECTION, and retail technologies such as SKINCARE IQ, COLOR IQ, and FRAGRANCE IQ, with a culture that prioritizes diversity, inclusivity, empowerment, learning, and growth.