Customer Experience Leader – Immersive Beauty

Sephora USA, Inc; Greater London; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

SEPHORA University

Employee discount

Salary reviews based on performance

Performance-based commission

Job summary

SEPHORA UK is seeking a Customer Experience Manager for its London store to shape how customers discover, engage with, and fall in love with Sephora. You will lead the customer experience strategy, elevate service standards, and coach a high-performing team to deliver personalised, seamless, and unforgettable experiences on the shop floor.

You will partner with Beauty Department Managers, drive omnichannel service, and collaborate with brands and Marketing to create immersive events,

Qualifications

• Experience in customer experience management, ideally in retail or beauty.
• Strong leadership skills with ability to motivate diverse teams.
• Excellent communication and interpersonal strengths.
• Knowledge of omnichannel experience, CRM tools and customer-centric service design.
• Familiarity with beauty services and industry trends.
• Strong analytical and problem-solving skills, with data-driven decision making.

Responsibilities

• Lead store strategy, commercial excellence, service and people.
• Craft an omni-immersive customer experience vision for the store.
• Use CRM and insights to tailor personalised customer journeys.
• Innovate beauty services, classes and experiential moments.
• Analyse service metrics and drive continuous improvement.
• Respond to customer feedback with targeted initiatives.
• Develop training across Makeup, Skincare, Fragrance and Services.
• Foster a collaborative, high-performing team culture.

Skills

Customer experience leadership

CRM tools

Analytical thinking

Communication skills

Cross-functional collaboration

Tools

CRM systems

MS Office

Job description

SEPHORA UK is seeking a Customer Experience Manager for its London store to shape how customers discover, engage with, and fall in love with Sephora. You will lead the customer experience strategy, elevate service standards, and coach a high-performing team to deliver personalised, seamless, and unforgettable experiences on the shop floor.

You will partner with Beauty Department Managers, drive omnichannel service, and collaborate with brands and Marketing to create immersive events,