Omni-Channel CX Leader for Immersive Beauty

LVMH Group; Greater London; On-site; GBP 55,000 - 90,000; Full time

Benefits offered by this job

SEPHORA University

Employee discount

Birthday day off

Wellbeing platform

Holiday allowance

Job summary

SEPHORA UK is seeking a Customer Experience Manager in London to shape store-level strategies, lead a high-performing team, and deliver immersive, personalised journeys for customers. You’ll partner with Beauty hubs, craft transformative in-store experiences, and drive service excellence across all touchpoints.

Ideal candidates bring proven CX leadership in retail, strong communication, and a data-driven mindset to improve satisfaction and commercial results.

Qualifications

• Proven experience in customer experience management, ideally in retail or beauty.
• Strong leadership skills with the ability to motivate and empower 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 confidence using data to drive decisions.
• Ability to work collaboratively with cross-functional teams.
• Proficiency in MS Office and related systems.

Responsibilities

• Lead store strategy across commercial excellence, service and people.
• Craft an omni-immersive customer experience vision for the store.
• Use CRM and customer insights to build long-term relationships and tailored journeys.
• Innovate beauty services, classes and experiential moments.
• Analyze service and satisfaction metrics and drive continuous improvement.
• Respond to customer feedback with targeted initiatives to improve satisfaction.
• Partner with Beauty Hub to deliver cohesive experiences across touchpoints.
• Develop and deliver training across Makeup, Skincare, Fragrance and Services.
• Foster a collaborative, high-performing team culture through coaching.
• Lead performance conversations, manage scheduling, and recruit onboard talent.
• Utilize sales analytics to inform planning and optimise outcomes.

Skills

Customer experience management

Leadership

CRM tools

Omnichannel

Data analysis

MS Office

Job description

SEPHORA UK is seeking a Customer Experience Manager in London to shape store-level strategies, lead a high-performing team, and deliver immersive, personalised journeys for customers. You’ll partner with Beauty hubs, craft transformative in-store experiences, and drive service excellence across all touchpoints.

Ideal candidates bring proven CX leadership in retail, strong communication, and a data-driven mindset to improve satisfaction and commercial results.