Experience Manager

Ulta Beauty, Inc.•Middletown Township, PA

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 EM leads stylists, estheticians, guest coordinators at select locations, Assistant Services Managers at select stores, Sales Managers, and boutique leads. The role is accountable for guest experience, Net Promoter Score (NPS), retail sales, salon services, boutiques, makeup, and guest satisfaction. The EM drives performance, develops associates and team culture, and ensures compliance with operating procedures and standards. The position requires a passion for the beauty industry, a focus on results and guest service, and the ability to lead, influence, and develop a team. The EM works a flexible, full-time schedule that includes days, evenings, weekends, and holidays, and attends corporate business meetings and conferences. Work involves continuous mobility and object coordination throughout the store, frequent standing, bending, reaching, twisting, lifting or moving up to 25 pounds, and frequent computer and telephonic device use.

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; 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 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 including days, evenings, weekends, and holidays.
Ability to meet the position’s physical requirements, including mobility, standing, bending, reaching, twisting, object coordination, and lifting or moving up to 25 pounds.

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, coordinate with the General Manager, and help meet productivity, sales, payroll, and workload goals.
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 analyses, and product demonstrations for guests.
Stay informed about industry trends, products, and services, including their ingredients and benefits.
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, two-way communication, prioritization, and coaching to behaviors that support guest loyalty.
Create an inclusive environment that encourages associate growth and engagement.
Support manager and associate development through training, competency-based 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.
Model teamwork and guest service excellence by working with 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 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 schedule associates appropriately to support guest experience, service sales, loss reduction, accurate reporting, and company directives.
Use the company task management tool to prioritize and complete store work, including resets, pricing updates, inventory tasks, cleaning, and replenishment.
Protect company assets and minimize loss by ensuring workplace safety, inventory control, cash management, and loss-prevention standards are met.
Execute inventory control processes, including handling known theft, damages, hazardous waste, inventory adjustments, and product returns, and complete theft reporting as necessary.
Support adoption of company initiatives and technology, communicate expectations, and ensure store tasks are executed.
Use company programs, tools, and resources to improve store performance.
Communicate business trends, opportunities, events, operational challenges, merchandise needs, and competitive conditions to field and services leadership.
Attend corporate business meetings and conferences.