Stage Experience Manager, Stores

sephora.com•Toronto, ON

6d•Onsite

About The Position

As the Client Experience Manager at Sephora, you will oversee the success of our sales floor, or as we call it, our "Stage". This role focuses on coaching and development, driving your team to perform at their best while prioritizing the client experience. Leading a team of Stage Experience Leads and Beauty Advisors, you will directly influence store performance by training your team to effectively utilize Sephora’s selling model and inspiring them to exceed company goals. The Client Experience Manager reports to the Store Director and collaborates with the Store Operations & Talent Manager and Beauty Services Manager.

Requirements

A minimum of 2-4 years of management experience in the beauty, retail, or customer service industry or equivalent internal experience.
Metrics-driven and have a proven track record of motivating and coaching a team to achieve company expectations and goals.
Ability to maintain composure and possess strong managerial courage to have those tough conversations when needed.
Proven ability to create high-performing teams and can easily identify in-store talent and develop them throughout their career journey.
Excellent verbal/written communication skills and the ability to influence business partners at all levels clearly and concisely.
Experience in Windows, Word, and Excel.

Nice To Haves

Relevant experience and a passion for what we do.

Responsibilities

Execute training for all new and existing Beauty Advisors.
Facilitate orientation & our selling model training sessions whenever possible.
Respond promptly to all client feedback, addressing issues and comments from Sephora’s client feedback tool (Medallia), the service hotline, or direct client interactions.
Regularly serve as the Client Experience Lead (CEL) in-store and engage with Beauty Advisors and clients on-stage whenever possible.
Manage all in-store events with the Beauty Services team.
Ensure that all events are planned and staffed appropriately to maximize both client learning and sales opportunities for the store.
Assist the Operations team by ensuring merchandising concepts and sales floor visuals align with company standards.
Maintain a clean, organized sales floor and manage tester and supply levels.
Execute visual merchandising updates and ensure timely replenishment when new inventory is added.
Ensure all beauty advisors are properly engaging with all store brands visiting the store.
Ensure all brand representatives effectively train and coach the team on their products.
Provide feedback on brand training effectiveness when possible.