Experience Manager

Ulta Beauty, Inc. • Upland, CA

2d

About The Position

The Experience Manager (EM) leads a high-performing team to grow retail sales and services while delivering an exceptional guest experience. The role oversees stylists, estheticians, guest coordinators at select locations, Assistant Services Managers at select stores, Sales Managers, and boutique leads. The EM is accountable for guest experience, Net Promoter Score (NPS), retail sales, salon services, boutiques, makeup, and guest satisfaction. The role drives results through performance, people, and process: meeting business goals, developing an engaged team, and ensuring compliance with operating procedures and standards.

The EM works with the store’s leadership team to achieve sales, services, loyalty, payroll, omnichannel, and operational goals; supports scheduling and workload planning; develops associates; and promotes an inclusive, collaborative culture. The role also performs makeup applications, skincare analysis, and product demonstrations, stays informed about beauty trends and products, and provides feedback to field and services leadership.

The position requires a flexible, full-time schedule that includes days, evenings, weekends, and holidays. The EM must attend 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 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 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 experience 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, including 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, 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 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 in services, boutiques, retail sales, guest loyalty, payroll, omnichannel performance, 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, and maximize productivity while completing workload within budget.
• Develop strategies to improve underperforming business metrics, including services, boutiques, retail sales, loyalty, store visits, and audit results.
• 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, and address staffing needs and open positions.
• Build an engaged team through collaboration, communication, work prioritization, and coaching focused on 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 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.
• Work alongside the leadership team to establish 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 guest experience.
• Ensure compliance with company policies, procedures, and standards, including the Infection Control Policy, and enforce the dress code.
• Use company scheduling tools to create and adjust schedules, manage attendance, and place associates appropriately to support guest experience, sales, loss reduction, and company directives.
• Use company task management tools 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 needed.
• 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 conditions to field and services leadership.

Benefits

• Eligible full-time associates receive paid time off, health, dental, vision, life, and disability benefits.
• Eligible associates may earn additional compensation under the Company’s bonus plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed