Experience Manager

Ulta Beauty, Inc.•Riverton, UT

10d

About The Position

The Experience Manager (EM) leads a high-performing team to grow retail sales and services while delivering an exceptional guest experience. The role leads stylists, estheticians, guest coordinators (at select locations), Assistant Services Managers (at select stores), Sales Managers, and boutique leads. The EM is accountable for the guest experience, retail sales, services businesses—including salon services, boutiques, makeup—and guest satisfaction, including Net Promoter Score (NPS). The role drives performance across sales and services, develops associates and guest-focused culture, and ensures operating procedures and compliance standards are followed. The EM promotes Ulta Beauty’s mission, vision, and values and drives company profitability through sales growth, operational excellence, and expense control. This includes managing performance against store goals, supporting scheduling and payroll needs in coordination with the GM, addressing underperforming business metrics, and helping direct reports develop their clientele. The EM also provides makeup applications, skincare analysis, and product demonstrations, and stays current on beauty industry trends and products. The role attracts and develops talent, builds an engaged and inclusive team, coaches associates, supports professional development and succession planning, and models teamwork and guest service. The EM ensures compliance with company policies and standards, manages store workload and scheduling using company tools, protects assets, supports inventory control and loss prevention, and communicates business trends and operational needs to field and services leadership. The position 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 and coordination throughout the store; frequent standing, bending, reaching, twisting, lifting or moving up to 25 pounds, and use of computers, telephonic devices, and office supplies. Reasonable accommodation may be considered through the company’s interactive process.

Requirements

2–3+ years of relevant fast-paced retail management or other relevant work experience.
Financial management experience driving top-line sales, interpreting reporting data, managing payroll budgets, and controlling expenses.
Advanced competency in cosmetology services, including sales, guest experience, and product attachment.
Demonstrated knowledge of Board of Cosmetology regulations and hiring requirements.
Retail management ability to monitor inventory, achieve operational excellence, drive a service culture, and execute merchandise directives.
Leadership experience attracting, developing, and motivating talent; adapting to change and leading 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 to manage multiple tasks.
Ability to react under pressure, use sound 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 is preferred.

Responsibilities

Promote accountability for store goals covering services, boutiques, retail sales, guest loyalty, payroll, omni-channel performance, and retail shrink.
Drive profitability through operational excellence, sales growth, and expense control.
Use store forecasts and payroll budgets to support scheduling needs, communicate requirements to the GM, maximize productivity, and complete workload within budget and on time.
Develop strategies to improve underperforming service, boutique, retail sales, loyalty, store visit, and audit metrics.
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, and services and their ingredients and benefits.
Maintain regular attendance and hold store associates accountable to the attendance policy.
Attract, hire, retain, and source diverse talent for salon and boutiques, and address 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 development plans.
Participate in ongoing training, including brand and category education, and ensure direct reports do the same.
Build professional peer and brand partner relationships to support sales and service goals.
Work alongside the leadership team to model teamwork and guest service, set priorities, provide direction, and share best practices.
Execute the Guest Engagement Leader program through business ownership, associate coaching, and leadership of a helpful guest experience.
Ensure compliance with company policies, procedures, standards, and the Infection Control Policy; enforce the dress code.
Use company scheduling tools to create and adjust schedules, manage attendance, and assign associates appropriately.
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 maintaining safety, inventory control, cash management, and loss prevention standards.
Execute inventory control processes, including managing 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 improve store performance.
Communicate business trends, opportunities, events, operational challenges, merchandise needs, and competitive landscape to field and services leadership.
Attend corporate business meetings and conferences.