Senior Manager, Store Experience & Services

Sephora USA, Inc; Toronto; Hybrid; CAD 119,000 - 141,000; Full time

Benefits offered by this job

Hybrid work schedule

Discount on merchandise/services (30%)

Well-Being@Sephora program

Job summary

Sephora Canada is seeking a Senior Manager, Store Experiences & Services to lead the store experience and selling strategy across its Canadian stores. You will develop scalable programs, oversee reporting, and partner with Finance and Marketing to grow sales and service profitability.

You will manage a small team, travel up to 15%, and collaborate with Retail, Marketing, Finance, Talent & Training, Digital, Brand Ops, and Field Leadership to elevate client experience and business performance.

Qualifications

• Progressive leadership experience in multi-unit retail operations or related function.
• 3-5+ years developing and implementing strategies that improve sales and client experience.
• Experience leading, coaching, and developing direct reports across complex priorities.
• Strong analytical skills to translate performance data into actionable plans.
• Financial acumen with P&L experience; Retail Services experience is an asset.
• Excellent executive communication, presentation, and data visualization skills.

Responsibilities

• Lead the Canadian store experience and selling strategy to improve performance.
• Develop scalable Store Experience programs strengthening selling behaviours and customer experience.
• Oversee reporting platforms, ensuring accuracy, timeliness, and relevance of insights.
• Monitor productivity and coaching strategies to improve results.
• Translate performance into insights and action plans for leaders.
• Collaborate with Category, Brand Ops, and Training to inform Sales Model and Services training.
• Lead the Retail Services strategy across Makeup, Skincare, Haircare and Fragrance.
• Partner with Finance to grow sales, margin and shop profit while controlling expenses.
• Develop a service demand model for forecasting, scheduling and labor planning.
• Work with Marketing to prioritise Beauty Services initiatives across media and events.
• Conduct store visits and translate observations into action plans.
• Represent Canadian store perspective in NA discussions on tools and omnichannel.
• Lead and develop a team of two; drive continuous improvement.

Skills

Leadership experience

Multi-unit retail operations

Strategic thinking

Analytical skills

Cross-functional collaboration

Executive communication

Project management

MS Excel

PowerPoint

Word

Education

Bachelor’s degree in Business, Retail Management, Marketing, or related field

Tools

MS Excel

PowerPoint

Word

Job description

Senior Manager, Store Experience & Services

Job Type: Full Time

Function: Retail Operations

Working Model: Hybrid

Vacancy Status : This position is for an existing, open vacancy

Belong to Something Beautiful

At Sephora Canada, 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

Ready for a career glow-up? As Senior Manager, Store Experiences & Services, you’ll lead strategies that elevate the client experience, strengthen selling performance, and grow Beauty Services across Sephora Canada stores. The work you do will impact beauty by turning business performance, client insights, and field feedback into scalable programs that improve sales, conversion, service profitability, and client satisfaction. You’ll be part of a collaborative team that’s united in beauty and supported by partners across Retail, Marketing, Finance, Talent & Training, Digital, Brand Operations, and Field Leadership.

What You’ll Do:

• Lead the Canadian store experience and selling strategy, using sales, conversion, productivity, client, and operational insights to identify opportunities and improve store performance.
• Develop and evolve scalable Store Experience programs that strengthen selling behaviours, execution of the Sales Model, and the overall client experience.
• Serve as the Canadian business lead for store reporting platforms, overseeing existing reporting and coordinating enhancements that improve the accuracy, timeliness, and relevance of business insights.
• Monitor Selling Productivity Program performance and Beauty Advisor individual SPLH, and partner with business leaders on training and coaching strategies that improve results.
• Translate business performance into clear insights and action plans for Regional Field Leaders, Workload and Communications, and Retail Talent & Training.
• Partner with Category and Brand Operations and the Pro Artistry Training Manager to use productivity and program results to inform Sales Model and Beauty Services training strategies.
• Lead the development and evolution of the Canadian Retail Services strategy across Makeup, Skincare, Haircare, and Fragrance, including new market opportunities and optimization of the current service menu.
• Partner with Finance and the Services team to manage the Retail Services P&L and develop strategies that grow sales, margin, and shop profit while optimizing expenses.
• Lead the development of a service demand model that supports demand forecasting, store scheduling, and labour planning.
• Partner with Retail Marketing to prioritize, calendarize, and execute Beauty Services initiatives across media, promotions, and events.
• Conduct store visits with Store Experiences & Events and Regional Leadership to assess selling performance, Beauty Services execution, and the client experience, translating observations into practical action plans.
• Represent the Canadian store perspective in North American and cross-functional discussions related to store digital tools, Retail Operations, and omnichannel opportunities.
• Lead, coach, and develop a team of two while driving continuous improvement, strategic analysis, and enterprise initiatives that advance the client experience and business performance.

What You’ll Bring:

• You have progressive leadership experience in multi-unit retail operations, field leadership, training and development, business development, store experience, or a related function.
• You have 3-5+ years of experience developing and implementing strategies that improve sales, client experience, services, productivity, or operational performance.
• You have experience leading, coaching, and developing direct reports and creating clarity across complex priorities.
• You bring strong strategic thinking and business acumen, with the ability to connect client, field, financial, and operational insights to business opportunities.
• You have strong analytical skills and can translate performance data, client insights, and field feedback into clear recommendations and action plans.
• You have financial acumen and experience managing business performance, budgets, or a P&L; Retail Services experience is considered an asset.
• You have exceptional cross-functional collaboration, influencing, and stakeholder management skills within a matrixed environment.
• You can represent the Canadian market, influence enterprise partners, and navigate differing priorities with confidence and sound judgment.
• You have excellent executive communication, presentation, storytelling, and data visualization skills.
• You have strong project management and organizational capabilities, with the ability to lead multiple priorities and drive execution in a fast-paced environment.
• You are advanced in Microsoft Excel, PowerPoint, and Word and are comfortable working with business reporting and dashboard tools.
• You have a bachelor’s degree in Business, Retail Management, Marketing, or a related field, or an equivalent combination of education and relevant professional experience.
• You can travel up to 15% of the time to support store visits, field engagement, and business initiatives.
• You have comfort and confidence using digital and AI-enabled tools responsibly in your day-to-day work.

#FSCHIRING

What You’ll Get:

• Caring Community. You’ll collaborate with teammates who are equally passionate about innovating, doing the right things, and driving the industry forward – together, united in beauty.
• Fulfilling Path. Your career glow-up starts here with access to opportunities that will challenge, stretch, and develop your skills. You’ll have access to the global community of luxury group LVMH (Louis Vuitton Moët Hennessy) for endless career opportunities.
• Meaningful Work. As you make an impact on beauty, you’ll feel and see the positive change (consumer, industry, and social) your individual voice is a part of.

Eligibility requirements apply to certain benefits and may vary depending on job classification and length of employment.

• Wealth. We’re passionate about pay equity and transparency. The compensation ranges between CAD $118,900.00 - $141,200.00 plus bonus, RRSP matching. The final pay offered will depend on various factors, including but not limited to the actual qualifications and experience of the individual, and any additional non-discriminatory, legitimate business factors relevant to the position and/or location.
• Health. Choose a healthcare plan to fit you and your family’s needs with medical, dental, vision, life, and disability coverage. Access to our Well-Being@Sephora program to support your mental, financial, physical, and social well-being.
• Balance. You’ll be trusted to find the perfect blend of work/life balance that actually works for you with a hybrid work schedule, vacation and flex days, and maternity/paternity leave.
• Growth. A career glow-up is built into every role, with access to training and development programs and resources throughout the year.
• Perks. Think you’ve tried it all? Enjoy a 30% discount on all merchandise/services, opportunities for gratis, and flash sale discounts on LVMH brands.
• Support. Tap into volunteer and donation matching, Employee Assistance Program, and free mental health resources with 24/7 access to Dialogue.

Join us and Belong to Something Beautiful.

Sephora Canada strongly believes in equal opportunity when it comes to employment and advancement. Our goal is to be inclusive, diverse, and representative of the communities where we work while creating an environment where every person can belong, grow, and build a beautiful career. This commitment applies to all candidates and employees regardless of race, ethnicity, citizenship, creed, place of origin, religion, sex, gender identity, gender expression, sexual orientation, family status, marital status, disability, age, and/or any other diversity dimensions. Requests for accommodation due to a disability (visible or otherwise), other protected characteristics or other reasonable circumstances can be made at any stage of the recruitment process and during employment by contacting our People team.

As part of our commitment to transparency and efficiency, we would like to inform you that we utilize Artificial Intelligence (AI) technologies in our recruitment process to assist in the initial screening and evaluation of applications.