Customer Experience Manager - Newcastle

TN United Kingdom; Newcastle upon Tyne; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to lead and inspire a dedicated team in Newcastle upon Tyne. This role focuses on enhancing client satisfaction through effective coaching, team motivation, and strategic analysis of customer feedback. You'll play a pivotal role in creating a vibrant shopping environment while driving sales and operational excellence. If you are passionate about customer service and leadership, this opportunity allows you to make a meaningful impact in a dynamic retail setting.

Qualifications

• Experience in customer service management with a focus on KPIs.
• Strong leadership skills with a proven track record in coaching teams.

Responsibilities

• Ensure a positive customer experience and satisfaction at Sephora.
• Coach and train team members to meet operational KPIs.

Skills

Customer Service

Team Leadership

Coaching

Sales Analysis

Digital Tools Utilization

Education

Bachelor's Degree in Business or Related Field

Tools

Customer Satisfaction Analysis Tools

Job description

Social network you want to login/join with:

Customer Experience Manager - Newcastle, Newcastle upon Tyne

Client:

Sephora

Location:

Newcastle upon Tyne, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

6cee24fd9760

Job Views:

12

Posted:

26.04.2025

Expiry Date:

10.06.2025

Job Description:

Date: May 25, 2024

Location: Newcastle, GB

At Sephora, we inspire our customers, empower our teams, and help them become the best versions of themselves. We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the Extraordinary in each of us. We are united by a common goal - to reimagine the future of beauty.

The Opportunity

The Customer Experience Manager is responsible for ensuring a positive and engaging experience for clients at Sephora. You will embody the Sephora attitude, set an example for the team, provide support in challenging situations, and ensure client satisfaction. You will also focus on coaching and training the team to meet commercial and operational KPIs, take on floor leadership responsibilities, analyze overall satisfaction using appropriate tools, and propose action plans to improve the customer experience.

What You'll Do

• Embodies Sephora Attitude and leads by example.
• Coaches and trains the team to meet KPIs.
• Motivates and energizes the team through effective floor management to deliver an engaging experience for clients.
• Supports the floor manager as a co-leader.
• Uses tools to analyze satisfaction levels and proposes strategies for improvement.
• Encourages the team to utilize digital tools for personalized service.
• Collaborates with the Services Supervisor to maximize client satisfaction through beauty services.
• Builds strong relationships with Brand Supervisors and follows up with Brand Beauty Consultants.
• Leads Category Managers to create a positive shopping environment to meet sales targets.
• Assists the Store Director in analyzing results and developing action plans to enhance client experience and KPIs.
• Maintains high standards of customer service and addresses complaints effectively.
• Reinforces sales policies and techniques learned at Sephora University.
• Balances and drives sales across different product categories.
• Analyzes sales data and develops strategies to meet targets.
• Shares achievements and actively engages the team through internal competitions and floor activities.