Retail Experience Specialist

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

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 56,000 employees in 35 countries, we c onnect customers and beauty brands within the world’s 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 Sephora’s 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.
• 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

Do not hesitate to apply if you have:

• 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

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