Experience Manager

Ulta Beauty, Inc.•Clovis, NM

10d

About The Position

The Experience Manager (EM) leads a high-performing team to deliver sales growth and an exceptional guest experience across retail sales, salon services, boutiques, and makeup. The role is accountable for guest satisfaction and Net Promoter Score (NPS), and drives business results through performance, people, and process. The EM leads stylists, estheticians, guest coordinators, Assistant Services Managers, Sales Managers, and boutique leads, as applicable to the location. The EM promotes Ulta Beauty’s mission, vision, and values while managing business performance, developing and engaging associates, and ensuring that store policies, operating procedures, and compliance standards are followed. The role requires a passion for the beauty industry, a drive for results, strong guest service, and the ability to lead, influence, and develop a team.

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; 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, 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 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, 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 goals, and timely completion of workload within budget; communicate scheduling needs to the General Manager.
Address underperforming business metrics by developing strategies 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 during work time.
Maintain regular attendance and hold store associates accountable to the attendance policy.
Attract, hire, retain, and source diverse salon and boutique talent, and address staffing needs and open positions.
Build an engaged team through collaboration, open communication, work 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 the same.
Build professional relationships with peers and brand partners to support sales and service goals.
Model teamwork and guest service excellence by working alongside the leadership team, 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 standards, including the Infection Control Policy, and 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 store 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, and product returns; complete 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 drive store improvements.
Communicate business trends, opportunities, events, operational challenges, merchandise needs, and competitive conditions to field and services leadership.
Attend corporate business meetings and conferences.