Sephora
Customer Experience Manager - Dubai Mall Flagship Store
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
Job overview
Date posted
07/11/2025
Location
Dubai, United Arab Emirates
Salary
AED 30,000 - 40,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
22/12/2025
Job description
The Customer Experience Manager at Sephora’s Dubai Mall Flagship Store is responsible for managing the complete customer journey, ensuring exceptional service standards, and overseeing the store’s operational performance. This role involves leading, motivating, and developing a diverse retail team to deliver an addictive, engaging beauty experience aligned with Sephora’s brand values of empowerment, inclusivity, and innovation. The manager will act as the bridge between store strategy and execution, creating action plans to drive sales and key performance indicators (KPIs). Core responsibilities include floor leadership, staff training and development, customer satisfaction enhancement, and operational oversight of store maintenance, merchandising, and stock availability. The position also focuses on implementing data-driven improvements using digital tools, managing cross-functional collaboration with category and services managers, and maintaining close relationships with brand partners and internal teams. The Customer Experience Manager must ensure the store’s standards align with Sephora’s global service and visual merchandising principles, balance sales and service goals, and contribute to a strong team culture of performance, creativity, and growth.
Required skills
Key responsibilities
- Lead and coach the store team to deliver an exceptional customer experience in line with Sephora’s standards.
- Act as a role model for Sephora Attitude, embodying customer-first behaviors and high service quality.
- Support the team in handling complex customer interactions to ensure client satisfaction.
- Drive sales and KPI performance through effective floor management, coaching, and team motivation.
- Collaborate with the Services Manager to promote and optimize in-store beauty services.
- Analyze client satisfaction metrics and develop targeted action plans to improve experience quality.
- Use digital tools to personalize customer service and enhance engagement.
- Oversee day-to-day operations including product display, cleanliness, restocking, and compliance with merchandising guidelines.
- Monitor stock levels and coordinate with the Operations Manager to prevent out-of-stock situations.
- Support the Store Director in developing and executing sales strategies and business plans.
- Collaborate with category managers to manage team selling behavior and meet business KPIs.
- Analyze market trends, competition, and customer needs to identify growth opportunities.
- Plan and oversee in-store promotional events, product launches, and marketing activations.
- Manage team recruitment, training, and performance review processes, ensuring continuous development.
- Ensure adherence to Sephora’s health, safety, and operational procedures.
- Lead monthly performance meetings with Category Managers to review results and set improvement actions.
- Motivate and engage team members through competitions, coaching sessions, and feedback.
- Prepare reports on KPIs, customer satisfaction, and sales performance for Store Director review.
Experience & skills
- Minimum of 7 years of experience in retail, including at least 2–3 years in management roles.
- At least 3 years of experience within the beauty or cosmetics industry.
- Bachelor’s degree required.
- Proven track record of driving sales performance and achieving customer satisfaction goals.
- Advanced product knowledge and ability to train and mentor teams effectively.
- Intermediate Excel proficiency and data analysis capability.
- Strong commercial acumen with ability to interpret KPIs and create action plans.
- Experience managing large teams in a high-traffic retail environment.
- Excellent communication and interpersonal skills with digital orientation.
- Ability to deal with ambiguity and manage multiple priorities under pressure.
- Intermediate knowledge of health and safety procedures.
- Fluency in English (minimum intermediate level); additional languages are an advantage.
