Experience Manager

Ulta Beauty, Inc. • Hampton, VA

9h

About The Position

The Experience Manager (EM) leads a high-performing team to grow retail sales and services while delivering an exceptional guest experience and meeting Ulta Beauty’s mission, vision, and values. The EM leads stylists, estheticians, guest coordinators and, at select locations, Assistant Services Managers, 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 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. The Experience Manager works a flexible, full-time schedule that includes days, evenings, weekends, and holidays, and attends corporate business meetings and conferences. Work involves continuous mobility throughout the store, frequent standing, bending, reaching, twisting, and lifting or moving up to 25 pounds, continuous coordination and manipulation of objects, and frequent use of a computer, telephonic devices, and office supplies.

Requirements

• 2–3+ years of relevant fast-paced retail management or other relevant work experience.
• Financial management experience 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 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 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 including days, evenings, weekends, and holidays.
• Ability to attend corporate business meetings and conferences.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Promote accountability for store goals covering services, boutiques, retail sales, guest loyalty, payroll, omni-channel, and retail shrink.
• Drive profitability through operational excellence, sales growth, and expense control.
• Use store forecasts and payroll budgets to support scheduling needs, communicate with the General Manager, maximize productivity, and complete workload within budget.
• Develop strategies and use company resources to improve underperforming business metrics and audit results.
• 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 the salon and boutiques, and address staffing needs and vacancies.
• Build an engaged team through collaboration, two-way 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, feedback, coaching, performance reviews, succession planning, and individual development plans.
• Participate in ongoing brand and category training and ensure direct reports do the same.
• Establish productive relationships with peers and brand partners to support sales and service goals.
• Model teamwork and guest service excellence alongside the leadership team by 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 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 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, loss prevention, and other operating standards.
• Execute inventory control processes, including handling known theft, damages, hazardous waste, adjustments, and returns, and 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 landscape to field and services leadership.

Benefits

• Eligible full-time associates receive paid time off, health insurance, dental insurance, vision insurance, life insurance, and disability insurance.
• Eligible associates may earn additional compensation under the company bonus plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed