Experience Manager

Ulta Beauty, Inc.•Mechanicsburg, PA

About The Position

The Experience Manager (EM) leads a high-performing team to grow retail sales and services while delivering an exceptional guest experience at Ulta Beauty. The EM leads stylists, estheticians, guest coordinators and Assistant Services Managers at select locations, as well as Sales Managers and boutique leads. The role is accountable for guest satisfaction and Net Promoter Score (NPS), and for the salon services, boutiques, retail sales, and makeup businesses. The EM drives performance, develops associates and fosters a positive team culture, and ensures operating procedures and compliance standards are followed. The position requires a passion for the beauty industry, a focus on results, strong guest-service capabilities, and the ability to lead, influence, and develop a team. The EM supports store performance through sales growth, operational excellence, expense control, scheduling, staffing, training, and execution of company programs and standards.

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 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 sound 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.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Promote accountability for store goals in services, boutiques, retail sales, guest loyalty (including credit), 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 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, 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 vacancies.
Build an engaged team through collaboration, two-way communication, prioritization, and coaching that supports guest loyalty.
Create an inclusive environment that encourages 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 so as well.
Build professional relationships with peers and brand partners to 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 leadership of a helpful, friendly guest experience.
Know and enforce 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 deploy 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, inventory tasks, cleaning, and replenishment.
Protect company assets and minimize loss by ensuring workplace safety, inventory control, cash management, and loss-prevention standards are met.
Execute inventory-control processes involving 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 and opportunities, events, operational challenges, merchandise needs, and competitive information to field and services leadership.
Attend corporate business meetings and conferences.