Beauty Retail Experience Leader

Sephora; Dubai; On-site; AED 90,000 - 150,000; Full time

Job summary

Sephora Dubai is seeking a Retail Experience Specialist to translate Sephora's customer experience vision into store-level actions, implementing standards and programs to deliver consistently exceptional experiences while boosting engagement and basket size.

You will lead initiatives across customer journey segments, collaborate with Tech for app enhancements, and drive regional rollouts of flagship services like Makeup Engraving and Brow Bars.

Qualifications

• 35 years experience in retail operations or service excellence in beauty, luxury, or customer-centric environments.
• Strong understanding of store operations and end-to-end customer journeys.
• Proven project-management experience including pilots, testing, training and multi-store rollouts.
• Strong analytical skills to monitor KPIs and translate insights into actions.
• Excellent communication and stakeholder-management across store, regional and cross-functional teams.
• Comfortable with digital retail tools and supporting user testing and adoption in stores.
• Able to train and support store teams and reinforce new standards with strong follow-through.
• Organized, hands-on, and detail-oriented with proficiency in Excel and PowerPoint.

Responsibilities

• Lead customer experience initiatives across stores to deliver exceptional experiences and drive engagement.
• Monitor performance metrics and shape action plans to improve basket value, recruitment, conversion and app penetration.
• Oversee flagship services adoption such as Makeup Engraving and Brow Bars across markets.
• Own the Click & Collect journey and coordinate with Tech for app improvements and rollout.
• Pilot and roll out the All-in-One application regionally with feedback loops.
• Own the Mystery Shopper program, train shoppers, and implement regional rollouts.
• Drive Love Meter and customer feedback programs in collaboration with Central and Digital teams.

Skills

Retail operations

Customer experience

Project management

Analytical skills

Communication

Digital tools

Training & coaching

Excel

PowerPoint

Tools

Excel

PowerPoint

CRM systems

Job description

Sephora Dubai is seeking a Retail Experience Specialist to translate Sephora's customer experience vision into store-level actions, implementing standards and programs to deliver consistently exceptional experiences while boosting engagement and basket size.

You will lead initiatives across customer journey segments, collaborate with Tech for app enhancements, and drive regional rollouts of flagship services like Makeup Engraving and Brow Bars.