Experience Manager

Ulta Beauty, Inc.•Houston, TX

About The Position

The Experience Manager (EM) leads through Ulta Beauty’s mission, vision, and values to develop a high-performing team and drive top-line growth across retail and services. The EM leads stylists, estheticians, guest coordinators and Assistant Services Managers at select locations, Sales Managers, and boutique leads. The role is accountable for the guest experience, retail sales, services businesses, salon services, boutiques, makeup, guest satisfaction, and Net Promoter Score (NPS). The EM drives performance, supports an engaged associate culture, and ensures operating procedures and compliance standards are followed. The position combines business and financial management with hands-on guest service and team leadership. The EM supports sales growth and profitability, manages scheduling and payroll within budget, addresses underperforming metrics, develops talent, and upholds company policies and store standards. The role also includes makeup applications, skincare analysis, product demonstrations, ongoing industry and product learning, and communication with field and services leadership. The job requires a flexible, full-time schedule that includes days, evenings, weekends, and holidays, as well as attendance at corporate business meetings and conferences. Work involves continuous mobility around the store, frequent standing, bending, reaching, twisting, lifting or moving up to 25 pounds, coordination and manipulation of objects, and frequent use of computers, telephonic devices, and office supplies. A bachelor’s degree is preferred; a cosmetology license and/or cosmetology management license is required where state law requires it.

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; 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.
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 involving 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 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 during work time.
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, two-way communication, prioritization, and coaching focused on guest loyalty.
Create an inclusive environment that encourages associate growth and engagement.
Support professional development through training, individualized feedback and 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 through business ownership, associate coaching, and leadership of a helpful and friendly guest experience.
Ensure compliance with company policies, procedures, and store standards, including the Infection Control Policy, and enforce the dress code.
Use the company scheduling tool to create and adjust schedules, manage attendance, and align staffing with guest experience, service sales, loss reduction, 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, inventory adjustments, product returns, and 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 and opportunities, events, operational challenges, merchandise needs, and the competitive landscape to field and services leadership.