Omni Experiences & Services Manager

Sephora; Greater London; On-site; GBP 70,000 - 105,000; Full time

Benefits offered by this job

Private Healthcare

Private Pension

Annual salary reviews

Employee discount

Job summary

SEPHORA UK is seeking an Omni Retail Service & Experience Manager to shape in-store and omnichannel customer journeys. Reporting to the Retail Director, you’ll lead the evolution of our in-store experience, service strategy and customer engagement to drive store traffic and sustainable growth across the UK.

You’ll partner with Marketing, CRM, Digital, E-commerce, IT and Brand Partners to raise the bar on service standards, train teams, and roll out new omnichannel tools such as Click & Collect

Qualifications

• Strong experience shaping and delivering customer experience or omnichannel initiatives in retail.
• Ability to translate feedback into actionable improvements and growth.
• Experience rolling out new in-store services and customer-facing tools.

Responsibilities

• Lead and evolve SEPHORA UK's in-store experience strategy across omnichannel journeys.
• Own the Mystery Shop programme to drive service improvements and accountability.
• Develop Quiet Hours programme for accessible and inclusive store experiences.
• Monitor customer feedback, NPS, and satisfaction metrics; translate insights into actions.
• Own strategy and performance of Redeemable Services and Brand Partnered Services to drive traffic.
• Collaborate cross-functionally to embed service standards across paid, redeemable, and brand-led services.
• Strengthen training and coaching to raise in-store capability and service excellence.
• Lead launch and adoption of omnichannel services and in-store digital tools; measure impact.
• Partner with Digital, E-commerce, CRM and IT to align digital and physical journeys.

Skills

Customer experience

Omnichannel

Retail

Cross-functional

Training & coaching

Tools

Click & Collect

Beauty Scan

MyClient

S+

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…

• 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

• 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.
• And 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.