Experience Manager

Ulta Beauty, Inc.•Ballwin, MO

About The Position

The Experience Manager (EM) leads a high-performing team to grow retail and service sales while delivering an exceptional guest experience. The EM leads stylists, estheticians, guest coordinators and Assistant Services Managers in select locations, Sales Managers, and boutique leads. The role is accountable for the guest experience, retail sales, salon services, boutiques, makeup, guest satisfaction, and Net Promoter Score (NPS). The EM drives results through performance, people, and process, applying a passion for the beauty industry and skills in guest service, leadership, influence, and team development. The EM promotes accountability for store goals and profitability; supports scheduling and payroll planning; identifies ways to improve business metrics; and helps direct reports build clientele. The role also includes providing makeup applications, skincare analysis, and product demonstrations, and staying informed about beauty trends, products, and services. The EM attracts and develops talent, builds an inclusive and engaged team, supports associate training and professional development, and fosters collaboration with peers and brand partners. The EM works with the leadership team to set priorities and deliver guest service, and executes the Guest Engagement Leader program. The EM ensures adherence to company policies, procedures, dress code, and operating standards. Responsibilities include scheduling, task and workload management, inventory control, loss prevention, workplace safety, cash management, and implementing company initiatives and technology. The EM also shares business trends, opportunities, operational challenges, merchandise needs, and competitive information with field and services leadership.

Requirements

2–3+ years of relevant fast-paced retail management 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; developing 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, exercise good judgment in ambiguous situations, and remain flexible and adaptable.
Ability to work a flexible, full-time schedule that includes days, evenings, weekends, and holidays.
Ability to attend corporate business meetings and conferences.
Cosmetology license and/or cosmetology management license where required by state law.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Promote accountability for store goals related to services, boutiques, retail sales, guest loyalty, payroll, omnichannel performance, and retail shrink.
Drive profitability through operational excellence, sales growth, and expense control.
Use forecasts and payroll budgets to support scheduling, productivity, sales, and timely completion of store workload.
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, services, ingredients, and benefits.
Maintain regular attendance and hold associates accountable to the attendance policy.
Attract, hire, retain, and source diverse talent for salon and boutiques, and address staffing needs.
Build an engaged team through collaboration, communication, work 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 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, set priorities, provide direction, and share best practices.
Execute the Guest Engagement Leader program and coach associates to deliver a helpful and friendly guest experience.
Ensure compliance with company policies, procedures, standards, and the Infection Control Policy.
Adhere to and enforce the company dress code.
Use company scheduling tools to create and adjust schedules, manage attendance, and staff appropriately to support guest experience and business goals.
Use company task-management tools to prioritize and complete store workload, including resets, pricing updates, inventory tasks, cleaning, and replenishment.
Protect company assets and minimize loss by ensuring compliance with safety, inventory control, cash management, and loss-prevention standards.
Execute inventory control processes and complete theft reporting as needed.
Influence 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.