Retail Experience Architect

Sephora company

Dubai

On-site

AED 120,000 - 180,000

Full time

14 days+

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Job summary

Sephora in Dubai is seeking a Retail Experience Specialist to elevate our customer journey and service standards across stores. You will lead initiatives to boost engagement, conversion, and basket value through flagship services and seamless omnichannel experiences.

You will partner with Marketing, Digital and store leadership to pilot programs, roll out regional solutions, and monitor KPIs. Strong communication and project-management skills are essential to drive consistent excellence in a

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

Responsibilities

Reimagine the end-to-end customer journey and bring new ways of working to life across stores
Monitor execution and uncover opportunities to elevate customer experience and commercial performance across key indicators
Track service penetration and performance across stores, shape action plans for adoption of flagship services
Take ownership of the Click & Collect journey and ensure a seamless order-to-collection process
Partner with Technology and Digital teams to turn store feedback into app enhancements and coordinate pilots to rollout
Track KPIs and deliver insightful weekly performance reports highlighting gaps and best practices
Lead the All-in-One application pilot from finalization to regional rollout
Monitor adoption and translate user feedback into continuous improvements
Own the Mystery Shopper program and coordinate regional rollout with training
Design and drive Love Meter and customer feedback processes, turning input into action
Monitor customer recruitment performance and support markets in reaching targets
Lead Beauty League program in collaboration with Marketing and SU and ensure consistent execution