Experience Manager

Ulta Beauty, Inc.•Raleigh, NC

About The Position

The Experience Manager (EM) leads in accordance with Ulta Beauty’s mission, vision, and values, developing a high-performing team that drives sales growth in retail and services. The EM leads stylists, estheticians, guest coordinators and Assistant Services Managers at select locations, Sales Managers, and boutique leads. The role is accountable for the guest experience, retail sales, salon services, boutiques, makeup, guest satisfaction, and Net Promoter Score (NPS). The EM drives performance, supports an inclusive and engaged team, and ensures operating procedures and compliance standards are followed. The position combines business and financial management with talent leadership and hands-on guest service. The EM uses forecasts, payroll budgets, company programs, tools, and resources to achieve store goals, improve performance, manage workload, and support professional development. The role also includes performing makeup applications, skincare analysis, and product demonstrations. This position 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, twisting, and lifting or moving up to 25 pounds, continuous coordination and manipulation of objects, and frequent use of a computer, telephonic devices, and office supplies. Ulta Beauty will engage in an interactive process to consider reasonable accommodation when a disability prevents an associate from performing an essential job function.

Requirements

2–3+ years of relevant, fast-paced retail management experience or other relevant work experience.
Financial management experience driving sales, interpreting reporting data, managing payroll budgets, and controlling expenses.
Advanced competency in cosmetology services, including sales, guest experience, and product attachment; knowledge of Board of Cosmetology regulations and hiring requirements.
Retail management ability to monitor inventory, achieve operational excellence, drive a service culture, and execute merchandise directives.
Leadership experience attracting, developing, and motivating talent; adapting to change and leading others through change; building collaborative relationships; 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 be 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.
Ability to attend corporate business meetings and conferences.

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, and retail shrink.
Drive profitability through operational excellence, sales growth, and expense control.
Use store forecasts and payroll budgets to support scheduling, communicate staffing needs to the General Manager, maximize productivity, and complete workload within budget and on time.
Develop strategies to improve underperforming business metrics, including services, boutiques, retail sales, loyalty, store visit results, and audit results.
Support direct reports in developing and maintaining their clientele.
Perform makeup applications, skincare analysis, and product demonstrations to support sales and guest service.
Stay informed about industry trends, products, and services, including 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, and address staffing needs and open positions.
Build an engaged team through collaboration, open communication, prioritization, and coaching.
Create an inclusive environment that supports 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 setting priorities, providing direction and support, and sharing best practices.
Execute the Guest Engagement Leader program through business ownership, associate coaching, and leadership of a helpful and friendly guest experience.
Ensure compliance with company policies, procedures, store standards, and the Infection Control Policy, and enforce the 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 task management tool to prioritize and complete store workload, including resets, pricing updates, inventory tasks, cleaning, and replenishment.
Protect company assets and minimize loss by maintaining workplace safety, inventory control, cash management, and loss prevention standards.
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 influencing adoption of 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 and opportunities, events, operational challenges, merchandise needs, and competitive landscape to field and services leadership.