Experience Manager

Ulta Beauty, Inc.•Alton, IL

11d

About The Position

The Experience Manager (EM) leads a team to deliver sales growth and an exceptional guest experience across retail, salon services, boutiques, and makeup. The role is accountable for guest satisfaction and Net Promoter Score (NPS), and drives business performance through sales and operational results, associate development and culture, and compliance with company processes and standards. The EM leads stylists, estheticians, guest coordinators and other store leaders in applicable locations, and collaborates with the General Manager (GM), leadership team, field and services leadership, and brand partners. The EM promotes Ulta Beauty’s mission, vision, and values; develops and motivates a high-performing team; and supports the store’s sales, payroll, loyalty, inventory, and operational goals. The position also involves providing beauty services and product demonstrations, maintaining industry and product knowledge, and executing company programs and initiatives. The role requires a flexible, full-time schedule that includes days, evenings, weekends, and holidays, as well as attendance at corporate business meetings and conferences. Work involves continuous mobility throughout the store, frequent standing, bending, reaching, and twisting, and frequent lifting or moving of up to 25 pounds.

Requirements

2–3+ years of relevant, fast-paced retail management experience or other relevant work experience.
Financial management experience, including driving sales, interpreting reporting data, managing payroll budgets, and controlling expenses.
Advanced competency in cosmetology services, including sales, guest experience, and product attachment, and demonstrated knowledge of Board of Cosmetology regulations and hiring requirements.
Retail management experience, including monitoring inventory, achieving operational excellence, driving a service culture, and executing merchandise directives.
Leadership experience attracting, developing, and motivating talent; adapting to change and leading others through change; building collaborative relationships; and leading and influencing a team.
Proficiency with basic technology, such as point-of-sale systems, Microsoft Office programs, and Apple devices.
Excellent written and verbal communication skills.
Strong collaboration and interpersonal skills.
Strong organizational skills and ability to manage multiple tasks.
Ability to react under pressure, use good judgment in ambiguous situations, and remain flexible and adaptable.
Cosmetology license and/or cosmetology management license where required by state law.
Ability to work a flexible, full-time schedule that includes days, evenings, weekends, and holidays.

Nice To Haves

Bachelor’s degree is preferred.

Responsibilities

Promote accountability for store goals related to services, boutiques, retail sales, guest loyalty, payroll, omni-channel performance, and retail shrink.
Drive profitability through operational excellence, sales growth, and expense control.
Use store forecasts and payroll budgets to support scheduling needs, maximize productivity, meet sales and payroll goals, and complete workload on time and within budget; communicate needs to the GM.
Address underperforming business metrics by developing strategies using company programs, tools, and resources.
Support direct reports in developing and maintaining their clientele.
Perform makeup applications, skincare analyses, and product demonstrations to support sales and guest service.
Stay informed about industry trends, products, and services and their ingredients and benefits.
Maintain regular attendance and hold store associates accountable to the attendance policy.
Attract, hire, retain, and source diverse talent for the salon and boutiques, including through social media, and address staffing needs and open positions.
Build an engaged team through collaboration, open communication, prioritization, and coaching behaviors that drive guest loyalty.
Create an inclusive environment that encourages associate growth and engagement.
Support manager and associate development through training, individualized feedback and coaching, performance reviews, succession planning, and development plans.
Participate in ongoing training, including brand and category education, and ensure direct reports do the same.
Build professional relationships with peers and brand partners to support sales and service goals.
Model teamwork and guest service excellence alongside the leadership team by establishing priorities, providing direction and support, and sharing best practices.
Execute the Guest Engagement Leader program through business ownership, associate coaching, and leading a helpful and friendly guest experience.
Ensure compliance with company policies, procedures, and standards, including the Infection Control Policy, and enforce the company dress code.
Use the company scheduling tool to create and adjust schedules, manage attendance, and schedule associates to support guest experience, sales, loss reduction, accurate reporting, and company directives.
Use the company task management tool to prioritize and complete workload, including resets, pricing updates, inventory tasks, cleaning, and replenishment.
Protect company assets and minimize loss by meeting standards for workplace safety, inventory control, cash management, and loss prevention.
Execute inventory control processes, including handling known theft, damages, hazardous waste, inventory adjustments, and product returns, and complete theft reporting as needed.
Support continuous improvement by promoting company initiatives and technology, communicating expectations, and ensuring store tasks are completed.
Use company programs, tools, and resources to improve store performance.
Communicate business trends, opportunities, events, operational challenges, merchandise needs, and competitive information to field and services leadership.
Attend corporate business meetings and conferences.