Experience Manager

Ulta Beauty, Inc.•Fond du Lac, WI

About The Position

The Experience Manager (EM) leads through Ulta Beauty’s mission, vision, and values to develop a high-performing team that consistently delivers top-line sales growth in retail and services. The EM leads stylists, estheticians, guest coordinators at select locations, Assistant Services Managers at select stores, Sales Managers, and boutique leads. The role is accountable for the guest experience, retail sales, services businesses, and Net Promoter Score (NPS), with a focus on performance, people, and process. The position calls for a results-oriented leader with a passion for the beauty industry, exceptional guest-service ability, and the ability to lead, influence, and develop a team. The EM drives store performance across services, boutiques, makeup, retail sales, guest loyalty, payroll, omni-channel, and shrink. They support scheduling and payroll planning, identify and address underperforming business metrics, and help direct reports develop their clientele. The role also includes serving guests through makeup applications, skincare analysis, and product demonstrations, and staying informed about industry trends, products, services, ingredients, and benefits. The EM attracts, hires, retains, and develops a diverse team; fosters an inclusive, collaborative culture; and supports training, coaching, feedback, performance reviews, succession planning, and development plans. The role models teamwork and guest-service excellence and executes the Guest Engagement Leader program. The EM ensures compliance with company policies, procedures, and standards, including infection control and dress code requirements. They use company scheduling and task-management tools to coordinate staffing and store workload; protect assets and minimize loss; execute inventory-control processes; support adoption of company initiatives and technology; and communicate business trends and operational needs to field and services leadership. This role requires a flexible, full-time schedule that includes days, evenings, weekends, and holidays, as well as attendance at corporate business meetings and conferences. Working conditions include continuous mobility throughout the store, frequent standing, bending, reaching, and twisting, frequent lifting or moving of up to 25 pounds, continuous coordination and manipulation of objects, and frequent use of computers, telephonic devices, and office supplies. Ulta Beauty will engage in an interactive process to consider reasonable accommodations for associates with disabilities that prevent performance of an essential job function.

Requirements

2–3+ years of relevant, fast-paced retail management work 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 to manage multiple tasks.
Ability to react under pressure, exercise 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 including 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 in services, boutiques, retail sales, guest loyalty, payroll, omni-channel, and retail shrink.
Drive profitability through operational excellence, sales growth, and expense control.
Use forecasts and payroll budgets to support scheduling, productivity, sales, workload, and payroll goals, communicating store needs to the General Manager.
Develop strategies to improve underperforming business metrics using company programs, tools, and resources.
Support direct reports in developing and maintaining their clientele.
Perform makeup applications, skincare analysis, 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 that supports guest loyalty.
Create an inclusive environment that encourages associate growth and engagement.
Support manager and associate development through training, feedback, coaching, performance reviews, succession planning, and individual development plans.
Participate in ongoing brand and category training and ensure direct reports do so as well.
Build professional relationships with peers and brand partners to support sales and service goals.
Model teamwork and guest-service excellence, set priorities, provide direction and support, and share best practices.
Execute the Guest Engagement Leader program through business ownership, associate coaching, and leadership of a helpful, friendly guest experience.
Ensure compliance with company policies, procedures, store standards, and the Infection Control Policy; enforce the dress code.
Use the company scheduling tool to create and adjust schedules, manage attendance, and schedule associates to support guest experience, service sales, loss reduction, accurate reporting, and company directives.
Use the company 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 involving known theft, damages, hazardous waste, inventory adjustments, and product returns, and complete theft reporting as needed.
Support continuous improvement and adoption of company initiatives and technology, communicate expectations, and ensure store tasks are completed.
Use company programs, tools, and resources to drive store improvements.
Communicate business trends, opportunities, events, operational challenges, merchandise needs, and competitive conditions to field and services leadership.