Experience Manager

Ulta Beauty, Inc.•Cummings, TN

About The Position

The Experience Manager (EM) leads in alignment with Ulta Beauty’s mission, vision, and values to build a high-performing team and drive 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. It calls for a results-oriented leader with a passion for beauty, strong guest-service capabilities, and the ability to lead, influence, and develop a team. The EM drives business performance across services, boutiques, makeup, retail sales, guest loyalty, payroll, omni-channel, and shrink. The role supports store scheduling and productivity, develops strategies to improve business metrics, serves guests through makeup applications, skincare analysis, and product demonstrations, and stays current on industry trends. The EM recruits and develops talent, builds an inclusive and engaged team, coaches associates, and models teamwork and guest-service excellence. The role also ensures compliance with company policies and procedures, manages scheduling and task execution, protects company assets, oversees inventory-control processes, supports company initiatives, and communicates business trends and operational needs to field and services leadership. The position requires a flexible, full-time schedule that includes days, evenings, weekends, and holidays, and attendance at corporate business meetings and conferences. Work involves continuous mobility around the store, frequent standing, bending, reaching, twisting, lifting or moving items up to 25 pounds, and frequent use of a computer, telephonic devices, and office supplies.

Requirements

2–3+ years of relevant, fast-paced retail management experience or other relevant work experience.
Financial management experience, including driving top-line 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 capability, including monitoring inventory, achieving operational excellence, driving a service culture, and executing merchandise directives.
Leadership experience attracting, developing, and motivating talent; adapting to 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 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.

Nice To Haves

Bachelor’s degree 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 forecasts and payroll budgets to support scheduling, productivity, sales and payroll goals, and timely workload completion; communicate scheduling needs to the GM.
Develop strategies to improve underperforming services, boutiques, retail sales, loyalty, store visit, and audit metrics.
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, services, 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.
Build an engaged team through collaboration, two-way communication, 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, including brand and category education, and ensure direct reports do so as well.
Develop professional relationships with peers and brand partners to support sales and service goals.
Model teamwork and guest-service excellence alongside the leadership team, setting priorities, providing direction and support, and sharing best practices.
Execute the Guest Engagement Leader program to drive store results across Annual Performance Goals metrics.
Ensure compliance with company policies, procedures, standards, and the Infection Control Policy, and enforce the dress code.
Use the scheduling tool to create and adjust schedules, manage attendance, and place associates appropriately to support guest experience, sales, loss reduction, accurate reporting, and company directives.
Use the 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, adjustments, and returns, and complete theft reporting as necessary.
Support adoption of company initiatives and technology, communicate expectations, and ensure 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.