Retail Experience Architect

Sephora USA, Inc; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Sephora USA, Inc. is seeking a Retail Experience Specialist to lead the customer experience vision across Sephora stores. You will implement service standards, drive engagement, and improve conversion and basket value through flagship services and a seamless Click & Collect journey.

The role requires 3–5 years in retail operations with strong analytical and project-management capabilities, plus excellent communication to coordinate across stores, regions, and digital teams.

Qualifications

• 3–5 years’ experience in retail operations or service excellence.
• Strong understanding of store operations and end-to-end customer journey.
• Proven project-management experience across pilots, testing, training and multi-store rollouts.
• Excellent communication and stakeholder-management skills.

Responsibilities

• Reimagine the end-to-end customer journey and implement new service standards.
• Monitor performance across stores and identify opportunities to improve engagement and conversion.
• Lead flagship services like Makeup, Engraving and Brow Bars and optimize Click & Collect.
• Own the Mystery Shopper program and drive regional rollout and improvements.
• Train store teams and ensure consistent execution of standards.

Skills

Retail operations

Customer experience

Project management

Stakeholder management

Analytical skills

Tools

Excel

PowerPoint

Job description

Sephora USA, Inc. is seeking a Retail Experience Specialist to lead the customer experience vision across Sephora stores. You will implement service standards, drive engagement, and improve conversion and basket value through flagship services and a seamless Click & Collect journey.

The role requires 3–5 years in retail operations with strong analytical and project-management capabilities, plus excellent communication to coordinate across stores, regions, and digital teams.