Experience Manager

Ulta Beauty, Inc.•Naples, FL

About The Position

The Experience Manager (EM) leads through Ulta Beauty’s mission, vision, and values to develop a high-performing team that drives sales growth across 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 manages the business through performance, people, and process: achieving results across sales and service metrics; developing an engaged, inclusive team; and ensuring compliance with operating procedures and standards. The position calls for a passion for the beauty industry, strong guest-service skills, and the ability to lead, influence, and develop others. The EM works a flexible, full-time schedule that includes days, evenings, weekends, and holidays, and attends corporate business meetings and conferences.

Requirements

2–3+ years of relevant, fast-paced retail management experience or other relevant work experience.
Financial management ability, including 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, 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.
Ability to attend corporate business meetings and conferences.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Promote accountability for store goals involving services, boutiques, retail sales, guest loyalty, payroll, omni-channel performance, and retail shrink.
Drive profitability through operational excellence, sales growth, and expense control.
Use forecasts and payroll budgets to support scheduling, productivity, sales goals, and timely completion of workload; communicate staffing needs to the GM.
Address underperforming business metrics by developing improvement strategies using company programs, tools, and resources.
Support direct reports in developing and maintaining their clientele.
Perform makeup applications, skincare analyses, and product demonstrations for guests.
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, two-way communication, work prioritization, and coaching.
Create an inclusive environment that encourages associate growth and engagement.
Support professional development through training, feedback, coaching, performance reviews, succession planning, and individual development plans.
Participate in ongoing training and ensure direct reports participate in training, including brand and category education.
Build professional peer and brand-partner relationships that support sales and service goals.
Work alongside the leadership team to model teamwork and guest-service excellence, set priorities, provide direction, and share best practices.
Execute the Guest Engagement Leader program through business ownership, associate coaching, and delivery of a helpful, friendly guest experience.
Ensure compliance with company policies, procedures, and standards, including the Infection Control Policy and dress code.
Use the company scheduling tool to create and adjust schedules, manage attendance, and schedule associates to meet guest-service, sales, loss-prevention, and operational needs.
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 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; complete theft reporting as needed.
Support continuous improvement by encouraging 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, opportunities, events, operational challenges, merchandise needs, and competitive conditions to field and services leadership.