Open Jobs Retail Experience Specialist

Sephora; Dubai; In loco; AED 90.000 - 150.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Retail operations

Customer experience

Project management

Analytical skills

Communication

Digital tools

Training & coaching

Excel

PowerPoint

Strumenti

Excel

PowerPoint

CRM systems

Descrizione del lavoro

At Sephora beauty is about feeling seen valued and empowered individually and collectively. It is connecting deeply with others celebrating diversity and inclusivity unlocking your potential and making a difference every day. Together we belong to something beautiful.

Since its inception in 1969 in Limoges France and as part of the LVMH Group since 1997 Sephora has been disrupting the prestige beauty retail industry. Today Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty.

With 56000 employees in 35 countries we connect customers and beauty brands within the worlds most passionate beauty community. With a curation of nearly 500 brands and our own label Sephora Collection we offer the most unique and diverse range of products: fragrances makeup hair care skincare... and much more.

Position Purpose

TheRetail Experience Specialist brings Sephoras customer experience vision to life across our stores by successfully implementing and continuously enhancing service standards and programs ensuring consistently exceptional experiences while driving measurable impact on customer engagement conversion and average basket value.

You will excel and enjoy this position if you are ready to actively handle the following missions

CUSTOMER EXPERIENCE & SERVICE EXCELLENCE

• Help reimagine the end-to-end customer journey and bring new ways of working to life from knowing and recruiting our customers to delivering an expert skin diagnosis through the All-in-One application.
• Monitor execution and uncover opportunities to elevate the customer experience and commercial performance across key indicators including average basket value recruitment rate conversion and app penetration.
• Track service penetration and performance across stores then shape action plans that encourage adoption of flagship services such as Makeup Engraving and Brow Bars.

CLICK & COLLECT

• Take ownership of the Click & Collect customer journey and its operational performance ensuring a seamless experience from order to collection.
• Partner with Technology and Digital teams to turn store feedback into impactful app enhancements coordinating each stage from pilot and training through to rollout.
• Track key KPIs and deliver insightful weekly performance reports that highlight gaps opportunities and best practices.

ALL-IN-ONE APPLICATION

• Lead the All-in-One application pilot from finalization and testing through to a successful regional rollout.
• Monitor adoption capture user feedback and translate insights into continuous improvements that strengthen the store and customer experience.

MYSTERY SHOPPER

• Own the Mystery Shopper program and shape meaningful scenarios and questionnaires that deliver actionable insights.
• Lead the pilot equip stores and Mystery Shoppers through effective training and coordinate the regional rollout.
• Share monthly feedback identify development priorities and follow through on action plans to drive measurable progress.

LOVE METER & CUSTOMER FEEDBACK

• Drive the Love Meter program and maximize customer participation in close partnership with Central and Digital teams.
• Design and implement a clear engaging customer follow-up process that turns feedback into action.
• Train and support store teams monitor execution and champion continuous improvement based on customer feedback.

CUSTOMER RECRUITMENT

• Monitor customer recruitment performance by store and market with a focus on My Client penetration on the shop floor and recruitment rate.
• Bring performance insights to Retail Directors and maintain strong follow-up on action plans to help markets achieve regional targets.

BEAUTY LEAGUE

• Lead and coordinate the Beauty League program in close partnership with Marketing and SU.
• Ensure the program is brought to life consistently across stores through engaging communication effective implementation and disciplined follow-up

• 35 years experience in retail operations customer experience or service excellence ideally within beauty luxury fashion or another customer-centric environment
• Strong understanding of store operations frontline realities and the end-to-end customer journey
• Proven project-management experience including pilots testing training and multi-store or regional rollouts
• Strong analytical skills with the ability to monitor retail and customer KPIs identify gaps and translate insights into action plans
• Strong communication and stakeholder-management skills with the ability to engage store regional and cross-functional teams
• Comfortable working with digital retail tools and supporting user testing feedback and adoption in stores
• Able to train and support store teams reinforce new standards and drive consistent execution
• Organized hands-on and detail-oriented with strong follow-through and proficiency in Excel and PowerPoint

Here you will find

• Community. In which authenticity is embraced and the strength of our differences fuels our collective spirit
• Culture of empowerment. Learning & growth that offers you the tools space and opportunity to learn innovate and lead
• Work that brings fulfillment. From delighting clients every day to inspiring our industry at large every action makes a difference

Join us and belong to something beautiful