Retail Experience Architect

LVMH; Dubai; Sur place; AED 120 000 - 180 000; Plein temps

Résumé du poste

Sephora in Dubai is seeking a Retail Experience Specialist to translate Sephora's service vision into living standards across stores. You will drive customer engagement, implement flagship services, and oversee programs like Click & Collect, All-in-One app, and Mystery Shopper to boost sales and satisfaction.

You will partner with store teams, regional groups and Digital to optimize the end-to-end journey, monitor KPIs, and ensure consistent execution in a fast-paced luxury beauty environment.

Qualifications

• 3-5 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.

Responsabilités

• Help reimagine the end-to-end customer journey and bring new ways of working to life.
• Monitor execution and uncover opportunities to elevate the customer experience and commercial performance.
• Lead the Click & Collect customer journey and its operational performance.
• Own the All-in-One application pilot from finalization to regional rollout.
• Lead the Mystery Shopper program and coordinate the regional rollout.
• Drive the Love Meter program and maximize customer participation.
• Monitor customer recruitment performance by store and market and report insights.
• Lead and coordinate the Beauty League program with Marketing and SU.

Description du poste

Sephora in Dubai is seeking a Retail Experience Specialist to translate Sephora's service vision into living standards across stores. You will drive customer engagement, implement flagship services, and oversee programs like Click & Collect, All-in-One app, and Mystery Shopper to boost sales and satisfaction.

You will partner with store teams, regional groups and Digital to optimize the end-to-end journey, monitor KPIs, and ensure consistent execution in a fast-paced luxury beauty environment.