Omni Experiences & Services Manager

LVMH; Greater London; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Private Healthcare

Life Assurance

Private Pension

Employee discount

Birthday day off

Wellbeing platform

LVMH Heart Fund

Generous holiday allowance

Job summary

SEPHORA UK is seeking an Omni Retail Service & Experience Manager to shape our in-store and omnichannel experiences. You’ll partner with Marketing, CRM and IT to ensure customer journeys reflect brand values and drive commercial growth.

You will lead training, monitor feedback and develop programs like Mystery Shop and Quiet Hours to raise the bar on service and accessibility across stores.

Qualifications

• Proven experience shaping customer experience or omnichannel initiatives in retail.
• Ability to translate customer feedback into service improvements.
• Strong cross-functional collaboration across Retail, Marketing, CRM, Digital, E-commerce and wider business.

Responsibilities

• Lead and evolve SEPHORA UK’s in-store experience strategy and customer journeys.
• Own the Mystery Shop programme and drive service improvements.
• Develop Quiet Hours to create accessible and inclusive store experiences.
• Monitor feedback, NPS and satisfaction; turn insights into improvements.
• Own Redeemable Services strategy and Brand Partnered Services to boost engagement.
• Partner to define, scale and embed strong service standards across services.
• Strengthen training and coaching to raise in-store capability.
• Lead omnichannel services and in-store digital tools rollout and adoption.
• Collaborate with Digital, E-commerce, CRM and IT to align digital and physical journeys.
• Plan and deliver the annual Retail Summit to connect teams around priorities.
• Create engaging in-store activations with Brand Partners.

Skills

Customer experience

Omnichannel initiatives

Cross-functional collaboration

Training and coaching

Project leadership

Job description

At SEPHORA UK, beauty isn’t just what we sell - it’s who we are. It’s the freedom to express yourself, the thrill of discovering something new, and the power of belonging to a community that celebrates every identity. From our beginnings in France to becoming part of the LVMH family, we’ve always pushed boundaries through creativity, innovation, and inclusivity.

Today, as we continue our exciting expansion across the UK, we’re looking for passionate, driven individuals to help shape the future of prestige beauty in one of the world’s most dynamic retail markets.

The Opportunity

As our Omni Retail Service & Experience Manager, you’ll shape how customers experience SEPHORA UK in store and across our omnichannel journey. Reporting to the Retail Director, you’ll lead the evolution of our in-store experience and service strategy, ensuring every touchpoint reflects our brand values while supporting customer engagement, store traffic and sustainable commercial growth.

Acting as a voice of the customer, you’ll connect insight with action to create seamless, differentiated experiences across our stores. Working closely with Marketing, CRM, Digital, E-commerce, IT, Merchandising, HR, Supply Chain, Finance, Store Design and our Brand Partners, you’ll bring teams together around a shared ambition: continuously raising the bar for service, experience and omnichannel retail.

What you’ll be doing…

• Lead and evolve SEPHORA UK’s in-store experience strategy, ensuring customer journeys reflect our brand values, customer expectations and commercial priorities.
• Own the Mystery Shop programme, using insights to drive service improvements and accountability across Retail.
• Develop our Quiet Hours programme, using our channels to create a more accessible and inclusive store experience.
• Monitor customer feedback, NPS and satisfaction metrics, turning insight into opportunities to continuously improve the customer experience.
• Own the strategy and performance of SEPHORA UK’s Redeemable Services and develop Brand Partnered Services that drive engagement and store traffic.
• Partner cross-functionally to define, scale and embed strong service standards across paid, redeemable and brand-led services.
• Strengthen training and coaching programmes to build in-store capability, embed service excellence and inspire continuous innovation.
• Lead the launch, rollout, testing and adoption of omnichannel services and in-store digital tools, including Click & Collect, Beauty Scan, MyClient and S+, measuring their impact on adoption and customer experience.
• Partner with Digital, E-commerce, CRM and IT to strengthen the connection between our digital and physical retail journeys.
• Own the strategy, planning and delivery of the annual Retail Summit, creating initiatives that connect and inspire our retail teams around business priorities.
• Work with Brand Partners and internal teams to create impactful in-store activations that maximise customer engagement and uphold Beauty Hub excellence.
• Lead cross-functional retail initiatives, communications, recognition and engagement programmes that strengthen retail visibility, customer engagement and store performance.

What you’ll bring…

You’ll be a customer-focused, commercially minded retail leader who is passionate about creating exceptional experiences. Collaborative and action-oriented, you’ll be comfortable connecting teams and ideas across the business, using customer insight to challenge what could be better and turning strategy into experiences that work brilliantly in store.

• Strong experience shaping and delivering customer experience, service or omnichannel initiatives within a retail environment.
• The ability to translate customer feedback, NPS and satisfaction measures into clear opportunities for improvement.
• Experience developing and evolving in-store services, with an understanding of how experience can drive customer engagement and commercial performance.
• Strong understanding of omnichannel retail and how digital and physical journeys can work together to create a seamless customer experience.
• Experience leading the rollout and adoption of new services, tools or customer-facing initiatives across stores.
• Strong cross-functional collaboration skills, with the ability to bring together teams across Retail, Marketing, CRM, Digital, E-commerce and wider business functions.
• A confident approach to working with Brand Partners to create engaging and differentiated in-store experiences.
• Experience supporting training and coaching initiatives that strengthen service standards and in-store capability.
• Strong planning and project leadership skills, with the ability to take initiatives from strategy through to execution.
• A curious, improvement-focused mindset, with an interest in evolving retail, beauty and customer experience trends.

Beautiful Benefits at SEPHORA UK

When you join SEPHORA, you’re joining a team that we truly value and our benefits reflect that. Here’s what you can look forward to:

• Private Healthcare, Life Assurance and Private Pension from day one.
• Competitive pay that grows with you, including annual salary reviews.
• A generous employee discount across the world’s best beauty brands.
• A paid day off on your birthday.
• Access to a wellbeing and perks platform.
• LVMH Heart Fund support.
• Generous holiday allowance, with the option to buy more.

Together, we belong to something beautiful.

SEPHORA is proud to be an equal opportunity workplace for all. We do not discriminate in recruitment, hiring, training, advancement, or other employment practices. We celebrate diversity and are committed to creating and fostering an inclusive environment for all employees.

We welcome applications from all suitably qualified candidates. Please note that we are unable to provide visa sponsorship for this role, so applicants must have the right to work in the UK at the start of employment and will be asked to provide relevant evidence.

Sephora’s stores offer passionate beauty fans across the world a privileged freedom to touch and test products since 1969. The House provides a superior selection of quality products and always keeps pace with the latest trends. The house is built upon the exceptional talents of its beauty professionals who create a perfect environment for adventurous clients who want to experiment and learn. With the innovative range of products in the Sephora Collection, its distinctive stores and bold commitment to new ideas, the House is always able to surprise and delight its clients. At every touch point with its clients, in store and online, Sephora provides an unconventional approach which has made it the most loved beauty community in the world.

Crafting Dreams Starts With Yours

At LVMH, people make the difference in the art of crafting dreams. Our people fuel our dynamic, entrepreneurial culture. We value collective ambitions, encouraging our talents to push boundaries and champion a curious, audacious state of mind. Our commitment to excellence is reflected in nurturing every individual with a growth mindset and development opportunities, consistently empowering them to reach their full potential. We are actively committed to positive impact through an inclusive environment that supports and gives back to our talented community. Join us at LVMH, where your talent is at the heart of our collective successes.