Retail Experience Specialist

LVMH; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

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.

Responsibilities

• 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.

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 connect 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

The Retail 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

CUSTOMER EXPERIENCE amp 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 amp COLLECT

Take ownership of the Click amp 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 amp 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

• 3 5 years experience in retail operations, customer experience or service excellence, ideally within beauty, luxury, fashion or another customer-centric environmentStrong 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