Experience Manager

Ulta Beauty, Inc.•Altoona, PA

About The Position

The Experience Manager (EM) leads a team across salon services, boutiques, retail sales, makeup, and guest experience to deliver sales growth and a consistently exceptional guest experience. The EM is accountable for Net Promoter Score (NPS), business performance, associate culture, and compliance with operating procedures and standards. The role requires a passion for the beauty industry, strong guest service, and the ability to lead, influence, and develop a high-performing team. The EM drives results across services, boutiques, makeup, retail sales, guest loyalty, payroll, and operational execution. They use store forecasts, budgets, company programs, and reporting to improve performance and profitability, while supporting their direct reports in developing clientele and serving guests. They also attract and develop talent, foster an inclusive and collaborative team culture, and ensure associates receive ongoing training and coaching. The EM ensures store policies, procedures, and standards are followed, including infection control, workplace safety, inventory control, cash management, and loss prevention. The position involves working throughout the store and using company scheduling and task-management tools, as well as point-of-sale and office technology. The schedule is flexible and full-time, including days, evenings, weekends, and holidays. Attendance at corporate business meetings and conferences is required.

Requirements

2–3+ years of relevant fast-paced retail management experience 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, 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, 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.
Ability to meet the physical demands of continuous store mobility and object coordination; frequent standing, bending, reaching, twisting, lifting or moving up to 25 lbs.; and frequent computer and telephonic-device use.

Nice To Haves

Bachelor’s degree is preferred.

Responsibilities

Promote accountability for store goals related to 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, productivity, sales, payroll, and timely workload completion; communicate needs to the General Manager.
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 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.
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 relationships with peers and brand partners to support sales and service goals.
Work alongside the leadership team to set priorities, provide direction and support, and share best practices.
Execute the Guest Engagement Leader program through business ownership, 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 place associates appropriately to support guest experience, sales, loss reduction, accurate reporting, and company directives.
Use the company task-management tool to prioritize and execute 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 when necessary.
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 information to field and services leadership.
Attend corporate business meetings and conferences.