Customer Experience Leader - Immersive Beauty & Service

Inside Lvmh; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

SEPHORA University

Role/location allowances

Competitive pay and annual reviews

Performance-based commission

Employee discount

Birthday day off

Perks & wellbeing platform

Generous holiday allowance

Job summary

SEPHORA UK is seeking a Customer Experience Manager in London to lead the store’s customer journey, from initial contact to immersive in-store experiences, with a focus on inclusivity and excellence. You will inspire a high-performing team and partner with Beauty Department Managers to deliver standout service.

The role requires shaping the customer experience strategy, leveraging CRM data, and driving commercial results through exceptional service and storytelling across all touchpoints.

Qualifications

• Proven experience in customer experience management, ideally within retail or beauty.
• Strong leadership and ability to motivate diverse teams.
• Excellent communication and interpersonal skills.
• Knowledge of CRM tools and omnichannel service design.

Responsibilities

• Craft an omni-immersive customer experience vision for your store.
• Use CRM and insights to build long-term relationships and personalised journeys.
• Innovate beauty services, classes and experiential moments.
• Analyse service metrics and drive continuous improvement across the store.
• Lead recruitment and onboarding of top talent.
• Collaborate with brands and Marketing for events.
• Develop training across Makeup, Skincare, Fragrance and Services.

Skills

Leadership

CRM & omnichannel

Customer experience

Team development

Data analytics

Communication

Job description

SEPHORA UK is seeking a Customer Experience Manager in London to lead the store’s customer journey, from initial contact to immersive in-store experiences, with a focus on inclusivity and excellence. You will inspire a high-performing team and partner with Beauty Department Managers to deliver standout service.

The role requires shaping the customer experience strategy, leveraging CRM data, and driving commercial results through exceptional service and storytelling across all touchpoints.