Experience Manager

Ulta Beauty, Inc.•Whitestown, IN

About The Position

The Experience Manager (EM) leads a high-performing team to deliver sales growth and an exceptional guest experience across retail, salon services, boutiques, and makeup. The role is accountable for guest satisfaction and Net Promoter Score (NPS), and leads stylists, estheticians, guest coordinators at select locations, Assistant Services Managers at select stores, Sales Managers, and boutique leads. The EM drives business results through performance, people, and process: achieving goals for sales and services, fostering a strong associate culture, and ensuring compliance with operating procedures and standards. The EM oversees store performance and operations, including sales growth, profitability, payroll, scheduling, inventory control, loss prevention, and execution of store tasks. The role also recruits and develops talent, coaches associates, promotes an inclusive and collaborative environment, and partners with field and services leadership to communicate business trends and opportunities. The EM may perform makeup applications, skincare analysis, and product demonstrations, and stays informed about industry trends, products, and services. This position requires a flexible, full-time schedule that includes days, evenings, weekends, and holidays. The manager must attend corporate business meetings and conferences. Work involves continuous movement throughout the store, frequent standing and bending, lifting or moving items up to 25 pounds, handling objects, and frequent computer and phone use.

Requirements

2–3 or more years of relevant fast-paced retail management or other relevant work experience.
Financial management experience 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, building a service culture, and executing merchandise directives.
Leadership experience attracting, developing, and motivating talent; adapting to change; developing 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, 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 including days, evenings, weekends, and holidays.
Ability to meet the physical demands of the position, including continuous store mobility and coordination, frequent standing, bending, reaching, and twisting, and frequent lifting or moving up to 25 pounds.

Nice To Haves

Bachelor’s degree is preferred.

Responsibilities

Promote accountability for store goals covering services, boutiques, retail sales, guest loyalty, payroll, omnichannel, and retail shrink.
Drive profitability through operational excellence, sales growth, and expense control.
Use store forecasts and payroll budgets to support scheduling, productivity, sales, and timely workload completion; communicate 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 to support sales and guest service.
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 a diverse team for the salon and boutiques, addressing 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 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.
Model teamwork and guest service excellence alongside the leadership team by 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, store standards, and the Infection Control Policy; enforce the dress code.
Use the company 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 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 ensuring workplace safety, inventory control, cash management, and loss prevention standards are met.
Execute inventory control processes, including handling known theft, damages, hazardous waste, adjustments, and returns, and complete theft reporting as needed.
Support continuous improvement by promoting 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.
Attend corporate business meetings and conferences.