Experience Manager

Ulta Beauty, Inc.•Hattiesburg, MS

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 the store’s Net Promoter Score (NPS), guest satisfaction, and results across services, boutiques, makeup, and retail sales. The EM leads stylists, estheticians, guest coordinators and, in select locations, Assistant Services Managers, Sales Managers, and boutique leads. The position requires a passion for the beauty industry, a drive for results, strong guest-service skills, and the ability to lead, influence, and develop a team. The EM drives results through performance, people, and process: achieving business goals and controlling expenses; hiring, engaging, coaching, and developing associates; and ensuring compliance with company policies, operating procedures, and standards. The role also performs makeup applications, skincare analysis, and product demonstrations, and partners with the General Manager and other leaders on scheduling, workload, and business needs. This is a full-time role with a flexible schedule that includes days, evenings, weekends, and holidays. Attendance at corporate business meetings and conferences is required. The work involves continuous mobility throughout the store, frequent standing, bending, reaching, twisting, and lifting or moving up to 25 pounds, as well as frequent computer and telephonic-device use.

Requirements

2–3+ years of relevant fast-paced retail management experience or other relevant work experience.
Financial management capability, 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 capability, 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 guiding 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, exercise sound judgment in ambiguous situations, and remain flexible and adaptable.
Ability to work a flexible, full-time schedule that includes days, evenings, weekends, and holidays.
Cosmetology license and/or cosmetology management license where required by state law.

Nice To Haves

Bachelor’s degree is preferred.

Responsibilities

Promote accountability for store goals related to services, boutiques, retail sales, guest loyalty and credit, 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, 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 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 diverse talent for the salon and boutiques, and address staffing needs and open positions.
Build an engaged team through collaboration, two-way communication, work prioritization, and coaching that drives 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 the same.
Build professional relationships with peers and brand partners to support shared sales and service goals.
Work alongside the leadership team to model teamwork and guest-service excellence, set 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 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, sales, loss prevention, and company directives.
Use the company task-management tool to prioritize and complete workload, including product and marketing resets, pricing updates, inventory tasks, cleaning, and replenishment.
Protect company assets and minimize loss by enforcing workplace safety, inventory control, cash management, and loss-prevention standards.
Execute inventory control processes, including handling known theft, damages, hazardous waste, inventory adjustments, and product returns; complete theft reporting as needed.
Support continuous improvement and 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.